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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
lena98
Community Member

Yes, I absolutely agree! 

Feedback should be constructive criticism. In a feedback, the client should let the freelancer know what he/she did good and what he/she should work on in the future. If the feedback is private it defeats the whole point. How is a freelancer supposed to know what to change if he/she doesn't know what was wrong in the first place?

This is not constructive critisicism, only unfair!

eacddee6
Community Member

A LOT of clients don't close out contracts. They just leave them. That negatively affected JSS last time I checked. 

lucioric
Community Member

some clients tend to do that. They keep contracts open, and if you fail, they sudenly close all the contracts throw 3 start feedback and bad private feedback apparently. But, I feel a taboo in asking the clients to asking them to close contracts (I feel that is like being unwilling to work with them anymore). and worse closing the contracts by yourself without telling them: I feel that it is rudeness.

sameed_ahmad
Community Member

It happened to me also totally disappointed!

fabrizio-zambuto
Community Member

totally agree.

smrais
Community Member

Thanks for better future

teamxcode
Community Member

Clients abuse causing JSS score to be calculated differently.....hm...
Why don’t you look into updating/upgrading the entire review process?


aurapriscel
Community Member
Nice to hear this! I have a question: this also applies to contracts that are canceled? For example starting a job and then the clients decide to cancel.
idwidar
Community Member

Hi Jason,

What about active running long term and large contract which also doesn't have feedback. Those ones also should be considered for qualifying to Top Rated Plus status with reference to large contracts.

 

I mean they should be also considered as large contracts if their business amount meet that even if the client didn't leave any feedback for them while they are still running.

 

Am I right ?

guzman_omar
Community Member
I see this as great news for me at least. My score is kind of low partly due to no feedbacks, and any little boost in that area will restore my confidence to keep working on Upwork.

Many of us are professionals at what we do on upwork with 5 star reviews on every job except those without feedback, but have low scores.

I'm very optimistic about this.