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! 

[elhassanmayn]

We were looking for this change to come into effect .

Thank you, Upwork!

[altaf_uzair]

Thank God, a big sigh of relief after seeing my JSS for the first time.

[amberturrillatx]

When I first came to Upwork, I had over 10 years of positive feedback history on elance. When I started on Upwork, my JSS was 70%! I had maybe. 1-2 negative feedbacks among hundreds of contracts.

I’ve been working for years and just could never seem to get out of that JSS slump, even though I’ve only had a few negative engagements on here. I have ongoing relationships with clients on Upwork and for the life of me can’t get some people to leave feedback despite multiple asks.

I am one of those who after many years FINALLY saw that JSS uptick today and I’m elated. Thank you Upwork!! Thank you!! I’ve been working on my score, learning the factors and watching it like a hawk every two weeks for years now. I do appreciate you listening to us.

[m_ahmad_mirza]

Thanks Jason, 

Its very Useful information You share with us. I'm also very excited to hear about it 

Regards:

Ahmad

[neilpyatt28]

Hi, This is great but doe it have any teethign problems? I am up ay 95% but when I propose for jobs I amd getting a RED ! for jobs asking for scores above 90%, as if my score is not being taken into account for some reason.

[d_lipovuz]

This is GREAT news!
some client don't want to give a feedback, dispite the project run successfully and client is satisfied with final deliverables.

[davisdavid]

Excellent. This is a logical move by Upwork. I complained quite loudly about this some time back, it made absolutely no sense, in my opinion, and I'm pleased to see the correction. 

DD

[kompel-naveen]

Thanks Upwork. The best platformand the Best team that consider the freelancers problems on regular basis and solve them accordingly. 

[rkb42]

Yes, I want that too. They should keep security payment before starting the project. I am new here. today I complete a 150$ project, but the client paid me 50$ and end the contract.

[m_tyshchenko]

Hello!
I have about 30% of clients with whom I constantly work do not even want to close contracts even when you remind them of it!

They may be too lazy and even more so they will not write me reviews.

It turns out that our ratings will fall due to the fact that we do our job poorly?

Thanks.