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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
designeramiyo
Community Member

Hi,

Thanks for  great dicision upwork team. I really respect for this dicision.

Regards

amiyo 

lucioric
Community Member

Wait some hours until the new job success score is calculated. Normally it is calculated by the Sunday afternon at UTC.

abbu_umair
Community Member

Thank you so much for this information to us. I have already got 90% feedback from our clients because my all clients are satisfied by my work.

 

Thanks

manikumar1612
Community Member

That's a great step in favour of a freelancer. I have a query, what if contract is suspended from client end and client is not responding after several follow up. Can we close contract from our side? Is that affect our JSS?

jadhav_krishna_d
Community Member

 Thanks for sharing this valuable information.

lucioric
Community Member

In the case where the client don't approve the work and don't like it, he/she shouldn't use this work. And, the only case when the client should not pay (or stlll not pay) is when the job did not met the requirements. When the client theirselves don't know what they need, or when they fail to describe adequately, it is not freelancer fault. And for such cases, freelancers should be protected. And it is not fair if clients refuse to pay and Upwork give him the reason with a skewed balance. Neither if they force you to go into a 3, digit fee arbitration for a $50 or $100 work. Which, if I am not in an economic strain would do for the client not to be let to do whatever he/she wants.

immelmann-sven
Community Member

I'm sorry to say this, but about time!!

I've had so many stale and dead jobs where the clients stop responded to me, and I don't want to close the contracts as their lack of feedback would affect my score at the end of the day, although I spent the time and effort working on their project.

For once, I'm not here to complain, but to actually thank you, UpWork.
May this be one of the many steps forward to actually making things better for the freelancer

anjulkumari
Community Member

Hi Jason,
Thanks to inform us about this valuable information and this will be very healpfull.

lucioric
Community Member

Milestone:, ¿created, or funded?. You only should work in a milestone that is created in the Upwork system, current and funded.

d7559471
Community Member

thankyou very much for heads-up.