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Why would a freelancer have a 85% rating? Do they not complete the tasks?

Active Member
Lisa H Member Since: Jun 4, 2019
1 of 15

I'm new to hiring and I'm a bit confused about the success ratings.  Why would I hire someone that doesn't have 100% success ratings?  I'm not clear on that rating system.  I'd hope that there is a reason why someone doesn't complete a gig that is paid for or a refund given.

Can someone explain to me how the success ratings works?

 

Community Guru
Nichola L Member Since: Mar 13, 2015
BEST ANSWER
2 of 15

Lisa H wrote:

I'm new to hiring and I'm a bit confused about the success ratings.  Why would I hire someone that doesn't have 100% success ratings?  I'm not clear on that rating system.  I'd hope that there is a reason why someone doesn't complete a gig that is paid for or a refund given.

Can someone explain to me how the success ratings works?

 


__________________________

 

Lisa,

 

 Unfortunately no one can explain how exactly the rating system works. There are many reasons why a freelancer's ratings go down.

 

Sometimes a client will give a freelancer a public rating of 5/5 but in private will give the equivalent of a 1/5. This could have a major impact  on a freelancer's public JSS (Job satisfaction score). Clients do not always realize how harmful their private ratings can be. Better to give an honest and equivalent public and private rating. Sometimes bad private ratings are deserved, sometimes not, but the playing field is not always level. One job can go bad between a freelancer and client and can reflect on an otherwise excellent background.

 

Freelancers don't know where they have gone wrong and neither do their potentential clients.  So the best thing to do when you are hiring, is to use your own judgement. Check a freelancer's general experience,  portfolio and other credentials that are not based on Upwork's Algrorithm. If necessary ask them to do a small paid test.  

Active Member
Lisa H Member Since: Jun 4, 2019
3 of 15

Thank you!  I was thinking it was completion rather than rating. 

Community Leader
Miriam H Member Since: May 16, 2017
4 of 15

Lisa H wrote:

Thank you!  I was thinking it was completion rather than rating. 


That's really interesting and I can see why you were confused.

 

I'm glad you asked. 

Community Guru
Rene K Member Since: Jul 10, 2014
5 of 15

Nichola L wrote:

Freelancers don't know where they have gone wrong and neither do their potentential clients.  


When the Job Sucess Score (JSS) is very low, the freelancer often knows very well why. There is only so much that one can blame on the algorithm. 

 

The JSS is not an absolute indication of quality, I've seen people with a JSS of 100% delivering cr@p, but it gives you a good clue, especially when it's low and the person has a long job history (when a freelancer has only few jobs, one has to be careful because then the JSS wobbles a lot).

 

A JSS below 80% for instance is probably a red flag.

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"Where darkness shines like dazzling light"   —William Ashbless
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6 of 15
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To be fair, there is also a large percentage of bad clients that receive high quality work but are vindictive scammers.

There needs to better system in place that holds them more accountable.
Community Guru
Nichola L Member Since: Mar 13, 2015
7 of 15

The OP wanted to know why a client would hire a freelancer with a score of 85%. This is not particularly low. And very often a freelancer whose JSS has fallen from the 90s to the 80s does not know why their JSS should have taken a tumble, particularly if the public feedback is good. 

Community Leader
Madison R Member Since: May 19, 2018
8 of 15

The success ratings are very confusing, and I honestly wouldn't look at that number when hiring. Instead, look at actual feedback the freelancer has gotten. If every single review is great except for one, then that would be why they have an 85%. Just one bad review, that may not even have been warranted, can ruin someone's success score. If you are considering hiring someone but are concerned about the success score, just ask. Hopefully, the freelancer will be honest about the score and you can learn more about their strengths and weaknesses along the way.

Community Guru
Phyllis G Member Since: Sep 8, 2016
9 of 15

Many things factor into a FL's JSS: public feedback (stars and comments), private feedback (weighted more heavily than public feedback, especially 'would you recommend this FL?), proportion of long-term clients, proportion of closed contracts with no fb (not a factor unless there is a 'substantial percentage' of them), contracts closed with no money earned at all.

 

As a client, when you close a contract you will be required to leave feedback about the FL. The FL is then invited to leave fb about you. It's double-blind--neither can see the other's fb until they leave their own. (If the FL closes the contract, it's reversed--they leave fb about you and you are invited to leave fb about them.) The FL never sees your private feedback but it does factor into their JSS. 

 

It's an imperfect system. It works best when all parties participate candidly and in good faith. That said, take it with a grain of salt. 

Community Guru
Virginia F Member Since: Feb 15, 2016
10 of 15

Lisa H wrote:

I'm new to hiring and I'm a bit confused about the success ratings.  Why would I hire someone that doesn't have 100% success ratings?  I'm not clear on that rating system.  I'd hope that there is a reason why someone doesn't complete a gig that is paid for or a refund given.

Can someone explain to me how the success ratings works?

 


The JSS rating system is, for the most part, shrouded in mystery - in part because Upwork does not want anyone "gaming the system". Ratings can be low for any number of reasons, and not because a job was not completed or that the freelancer didn't do a good job. Sometimes a client and a freelancer are not a good fit. Sometimes clients post jobs that don't cover everything expected, and that can lead to disaster. Some clients can never be satisfied, no matter how hard a freelancer tries. And some freelancers bid on jobs they think they can do, but find they can't.

 

As was suggested, look carefully at all available information on a profile and if it's feasible, pay freelancers you're interested in to do small paid tests. But in the end, there are no guarantees. Do a forum search for "JSS". You'll be overwhelmed by the thousands of posts, most of them with no ready answers.

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