🐈
» Support » Product Release Notes » No feedback contracts no longer impact Job Su...
Page options

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

mitchell-jason
Community Member

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! 

956 Comments
p_walker-tulloch
Community Member

Sometimes there are no hourly at the particular time that fits my field.

p_walker-tulloch
Community Member

It is not upwork who releases the money it is the client and that is the problem.

ingdesir
Community Member

That's Great, hope you remove the contract on hold too

p_walker-tulloch
Community Member

I have been burned two times. It is quite unfair to allow the clients to call the shots like that.

contentdesigner
Community Member
Amazing change since some clients though satisfied are just too busy or reluctant to give feedbacks.

The negative effect on the freelancer who has no control over the actions of the client are not left at the mercy of persuading clients to give feedback.

This had been unfair to the freelancers and coerceful on the clients. In a nutshell, it's amazing that Upwork eventually make a move to correct this wrong in the system.

I am so happy about this Update.
raulmorenoxz
Community Member
Thank you very much for the information. 🙂
magicseed
Community Member

FINALLLLYYYYY!!!!

wordwizard61
Community Member

Thank you! I read somewhere that open but inactive accounts can adversely affect JSS, so I went back and ended several contracts that were still open after the job was completed. My JSS score dropped from 100% to 83%. All of a sudden, I was no longer "Top-Rated". I am retired and no longer highly competitive, but I think losing my high ratings has blocked me from many jobs. 

markrene16
Community Member

Great...Heart

quickdatahunter
Community Member

Hey Jason!
Thank you so much for the valuable information. Relly, Upwork is a great platform to feed and grow international talent, and it's the place where the professionals grow and show their talent and expertise. 
Really, Proud to be an Upworker 🙂