Why We Started Publishing Client Feedback at FreeBlock

At FreeBlock, we finally decided to tackle something I’d been putting off for a long time: creating a consistent process for collecting client feedback—and publishing it openly.

We launched a separate Telegram channel where we share feedback from our clients: @freeblock_feedback_ru.

Why now?

Over the years, we’ve completed roughly 150 projects. And if I’m being honest, throughout that entire time we almost never proactively asked people to leave reviews.

The outcomes across those projects were different—just like in any real business:

• Some collaborations went exceptionally well.
• Some were neutral and simply “done and delivered.”
• In a few cases there were refunds.
• With some clients we’re still working today.
• And yes—sometimes clients were not fully satisfied.

That’s not a sign that something is broken. It’s a normal part of doing business with real customers, real expectations, and real constraints.

If a business is real, negative feedback is inevitable

The more I build, the more convinced I become: if a business truly operates at scale, some negative feedback is almost unavoidable. You simply can’t work with clients and have everyone be 100% happy every time—although that’s still the standard we should aim for.

There’s also negative feedback about us online. And I’ve seen firsthand how even one public negative review can influence negotiations with new clients. Sometimes people just ask about it. Other times I have to explain the situation in detail and defend our position during calls.

Closing the gap with transparency

So we decided to close that gap: to systematically collect feedback and make it visible. Not to pretend everything is perfect, but to show the full reality of our work—where we succeed, where we learn, and how clients actually experience collaborating with us.

And honestly, there’s no better time than now. During the crypto winter, things slow down a little, and that creates space to finally put structure into the parts of the business that have been sitting on the backlog for too long.