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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
deep_chanchal
Community Member

Thank you very much . . . Jason M & Upwork Team/Staff.

karampals
Community Member

This is the best news, every freelancer get benefits from this.

55436bb8
Community Member

Thank you, Jason.  🙂

anima9
Community Member

I just logged in here to actually be astonished at this decision. After years of wanting change, someone on the other side finally caved with reason.

p_walker-tulloch
Community Member

@Lucio Ricardo M, You could not have described the situation better. It is like you must always and if they were to go establishments outside of Upwork they would have pay upfront before work even begins. It is so unfair. Upwork needs to screen the Clients  and their willingness to pay. and be fair just before they come on this community

p_walker-tulloch
Community Member

Yes it is like they hold you at Gun Point. I have had this happened to me before too.

niktar-hossain
Community Member

Generally that is a good efforts to manage JSS.

 

What happens when clients are away by leaving Upwork platform due to many reason (may be he has left the business, left Upwork for being costly, he may be passed away). Freelancer may end contract by one end. How will be considered that for JSS?

laraib03
Community Member

It's a good decision, because some clients are in hurry and they don't know how to give feedback, then it is unfair for freelancer that he had done good job and client also like the work and approved the task, but some of client personal reasons they don't give us feedback. So, it's too good, only the negative feedback will be the reason for reducing the JSS.

crmcontractor
Community Member

This would be a great move. Some of my previous clients did not share feedbacks because they don't want to cut their connection with me which results in reducing my scores. 

matnikaudio
Community Member

This is great news. One thing I'd be in favour of (for better or worse) is mandatory feedback at the end of a contract; so the client has to at least leave a rating in order to close the contract out. It's just one click, after all! It wouldn't even need to be all the criteria, just a simplified thumbs up or thumbs down for the freelancer. Helps to make JSS more accurate, and gets the data you need 🙂