No feedback contracts no longer impact Job Success Score (JSS)

[mitchell-jason]

I am excited to announce a new change to the Job Success Score (JSS). We know that JSS is a hot topic. This post aims to provide transparency into the changes and answer any questions you might have. 

On November 8th, 2020, we updated the JSS calculation process to exclude contracts that ended without feedback. Before, if a freelancer or agency had a large number of contracts that ended without feedback, those contracts could have negatively impacted their JSS. 

What is JSS?

Your JSS measures and reflects your Upwork clients’ satisfaction with the projects you complete for them. You can view your score on your My Stats page and learn more about JSS here.

What does this mean?

We removed projects where clients didn't leave feedback from consideration in the JSS calculation in November. This means that it will no longer negatively impact your JSS if a client does not leave feedback at the end of a project. Note that, as a result of this change, a small set of professionals no longer had enough outcomes with different clients to earn a JSS. To minimize this impact, we reduced the minimum number of distinct clients required to earn a JSS from 3 to 2. 

What’s the problem with including contracts that end without feedback in the JSS calculation?

Picture a contract where a professional and a client work together, and at the end of it, the client does not leave feedback. Before the change, if the professional already had a high percentage of completed contracts without feedback, the professional’s JSS could have been negatively affected.

The original design was based on a study that found clients who had negative experiences would often avoid filling out the feedback form altogether instead of giving negative reviews. More recent analysis suggests this may no longer be true. As a result, we are changing the calculation to reflect today’s reality. 

How does this change affect you?

• If you had contracts before the change where a client did not leave feedback counting against your JSS, you may notice a boost in your score from this change. 
• If you do not have sufficient outcomes from at least 2 distinct clients, you may no longer meet the threshold for JSS, and you may see your JSS go away. Getting more jobs can help minimize this impact. 

What’s next?

This is just one of several changes we’re planning to implement in the coming months, so stay tuned!

This post itself is in response to your feedback that you want to be informed when changes are made. Thanks to everyone who has offered feedback on JSS communication through our customer surveys and social media, through the Upwork Community, and directly to our team. Be on the lookout for more changes to JSS and other aspects of the Upwork experience in the near future. 

We are all looking forward to this next chapter together! 

[lakshlance]

Wow! This is great news for all of the Upwork freelance family. 

[JoanneP]

Hi Anum,

When you close a contract, the client is notified and will have 14 days to provide their feedback on the contract. If no feedback is provided on the contract by them, it will not have an impact on your score once this change is implemented. As noted by Jason on the announcement, 

"We will be removing projects where clients don't leave feedback from consideration in the JSS calculation in November. This means that it will no longer negatively impact your JSS if a client does not leave feedback at the end of a project. Note that, as a result of this change, a small set of professionals will no longer have enough outcomes with different clients to earn a JSS. To minimize this impact, we are reducing the minimum number of distinct clients required to earn a JSS from 3 to 2."

• If you had contracts where a client did not leave feedback counting against your JSS, you may notice a boost in your score from this change. 
• If you do not have sufficient outcomes from at least 2 distinct clients, you may no longer meet the threshold for JSS, and you may see your JSS go away. Getting more jobs can help minimize this impact. 

[adeel_webpro]

Hi,

I want to say some clients end the contract without any feedback even if we have completed their projects, If they don't give the feedback, what is our fault, then how will it negatively impact their JSS, even jobs are completed but some clients don't like to end the contract.

Thank you 

Best Regards,

Adeel Nazir

[alleggri2019]

I do a lot of projects for one client, but the feedback was only after the first project, does this affect JSS?

Thanks.

[muhamamd_n]

Thanks for this great information. I am so happy hear that.

[abeerah1214]

---

Jason M wrote:

• If you do not have sufficient outcomes from at least 2 distinct clients, you may no longer meet the threshold for JSS, and you may see your JSS go away. Getting more jobs can help minimize this impact. 

---

It's a great and a much-awaited decision. Thanks for considering this, Upwork.

But I am a bit confused about the quoted phrase. Would someone explain this to me please?

[adamlangley]

Ah thank you for that explanation! Yes, that explains it then. Most of my work through Upwork has been ongoing relationships. I'm still working with my very first Upwork client who I started working for 4 years ago. 😊

[sukhdev_p]

Thanks 

[katelin_kinney]

Finally. Clients are busy and don't have time to leave feedback in every situation- especially if it's a client that works with you on multiple projects. They know you. They like you. They don't need to tell you that at the end of every freaking contract. And frankly it's not my job as a freelancer to chase the clients down and get their feedback in order to do the quality check work that Upwork needs to be doing. I shouldn't be punished for that. This was long overdue and I'm so glad it's finally happening. 

[habibur0]

Yes, Upwork already has the Fixed Price Security of money. The Deposit money in Escrow and when work finishes the release the money. You have to make sure your client deposits money. Or you don't start working