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"Top Rated" Freelancer Status = Complete Joke

vladag
Community Manager
Vladimir G Community Manager Member Since: Oct 31, 2014
11 of 26

Hi Mark,

 

Could you please pm me the profile in question so I could take a look if their score is displayed as expected?

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1ff3bc54
Ace Contributor
Mark B Member Since: Feb 7, 2016
12 of 26

Thanks Vladimir, just sent you a PM with the link (plus a link to several other similar example profiles).  

 

vladag
Community Manager
Vladimir G Community Manager Member Since: Oct 31, 2014
13 of 26

Hi Mark,

 

Thanks for the pm and sorry for the late follow-up. I checked and can confirm the score displayed on the profiles you reported is correct and by design in all three cases. I can't share any specific details but can confirm the bad outcomes you pointed out happen either outside the two-year window or were removed from the freelancers' score calculation.

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holymell
Community Guru
Melissa C Member Since: Jul 22, 2017
14 of 26

 

(For the record, I'm not really new to hiring on Upwork.  I have made 117 hires, have 20 active contracts, and have spent over $350,000 USD on the platform in the past 3 years.)

Good! Then you should definitely know whether the JSS is meaningless or not. You've had a lot of experience with it, and it appears that you may be forgetting all of your vast,  prior experience because something touched a sore spot.

 

Seems that you viewed a single profile that is inexplicably odd, and then decided that the entirety of the JSS system must be meaningless because of that. 

 

That woman shouldn't even have a JSS. Clearly, something is wrong with HER profile, not with JSS in general. 

 

Is this the only profile you've seen that looks like this (with NO positive feedback and 100%), or is this an epidemic? I am interested in this, myself. I personally have not seen anything like this, so to me, this looks like a fluke. She really shouldn't even have a JSS based on how many jobs she's had and the time frames between them.

 

But I don't hire freelancers. You do.

 

For you to hire so many freelancers, and see only one of these, after all the profiles you've viewed, you would know better than I do if this is a fluke or if the entire system is flawed and meaningless. 

 

How many of these have you seen? Is one profile truly enough for you to say that all JSS scores are meaningless?

 

Edit- I am sorry, you did mention that you've seen several freelancers with lower than five stars with a JSS o 100%. Yes, that would be fine and normal so long as the freelancer has a long history on the site and has more five-star reviews than they do four or less. Private feedback also weighs more heavily than public. If a freelancer gets a three-star rating, but the client hits "10" on whether they would recommend that freelancer again, then their JSS probably won't be affected.

 

We as freelancers have been upset for a while that there are numerous aspects of our own Job Success Scores that are hidden from us, that we cannot know about. So maybe it will make you feel better to know that not every aspect of that freelancer's performance will be listed on their profile, but it will (usually, except in this case) reflect in their JSS? Several of us have had our scores dip without any logical reason. As a freelancer, I would love to agree with you that the JSS is meaningless, but I can't. It's not.

sam-sly
Community Guru
Samantha S Member Since: Jun 23, 2016
15 of 26

Something does seem strange. But one thing, JSS uses three calculation windows: 6 months, 12 months, and 24 months. Upwork takes the highest score of the three. In the screenshot you posted, her poor feedback projects were older than two years (2014 and 2015). Those projects would be outside the calculation windows.

 

Ongoing, active long-term contracts count positively  towards a freelancer's score, otherwise, freelancers who work for one happy client longterm would lose their JSS. It looks like she was on elance or odesk? That was before my time as a freelancer, but I've noticed some of their profiles look different.

 

I admit I haven't seen anyone with such a high ratio of negative reviews with such a high score. Usually, the confusing thing is freelancers with all 5/5 and a low JSS (explained by lots of refunding and/or poor private feedback).

elastella
Community Guru
Ela K Member Since: Feb 9, 2015
16 of 26

@Samantha S wrote:

Something does seem strange. But one thing, JSS uses three calculation windows: 6 months, 12 months, and 24 months. Upwork takes the highest score of the three. In the screenshot you posted, her poor feedback projects were older than two years (2014 and 2015). Those projects would be outside the calculation windows.

 

Ongoing, active long-term contracts count positively  towards a freelancer's score, otherwise, freelancers who work for one happy client longterm would lose their JSS. It looks like she was on elance or odesk? That was before my time as a freelancer, but I've noticed some of their profiles look different.

 

I admit I haven't seen anyone with such a high ratio of negative reviews with such a high score. Usually, the confusing thing is freelancers with all 5/5 and a low JSS (explained by lots of refunding and/or poor private feedback).


 

BUT: you need to have completed a certain number of projects within the past 12 or 24 months to even qualify for/maintain a JSS. One project won't do. 

This score is absolutely off and the (empty) agency profile doesn't explain it either.  I really hope Valeria comes along to shed some light on this mystery. 

 

FWIW, I had one disgruntled client 4 months ago and my JSS fell from 100% to 97%. More than 10 jobs later my score hasn't budged a single percentage point. That's how it works for most of us!

sam-sly
Community Guru
Samantha S Member Since: Jun 23, 2016
17 of 26

@Ela K wrote:

@Samantha S wrote:

Something does seem strange. But one thing, JSS uses three calculation windows: 6 months, 12 months, and 24 months. Upwork takes the highest score of the three. In the screenshot you posted, her poor feedback projects were older than two years (2014 and 2015). Those projects would be outside the calculation windows.

 

Ongoing, active long-term contracts count positively  towards a freelancer's score, otherwise, freelancers who work for one happy client longterm would lose their JSS. It looks like she was on elance or odesk? That was before my time as a freelancer, but I've noticed some of their profiles look different.

 

I admit I haven't seen anyone with such a high ratio of negative reviews with such a high score. Usually, the confusing thing is freelancers with all 5/5 and a low JSS (explained by lots of refunding and/or poor private feedback).


 

BUT: you need to have completed a certain number of projects within the past 12 or 24 months to even qualify for/maintain a JSS. One project won't do. 

This score is absolutely off and the (empty) agency profile doesn't explain it either.  I really hope Valeria comes along to shed some light on this mystery. 

 

FWIW, I had one disgruntled client 4 months ago and my JSS fell from 100% to 97%. More than 10 jobs later my score hasn't budged a single percentage point. That's how it works for most of us!


I agree it is surprising that she even has a JSS score. In another thread, a mod said that ongoing contracts somehow count if there are no closures. It sounded like in some cases, freelancers with active, long-term contracts don't have to complete 5 contracts within the two-year window as long as they have active long-term contracts. Hopefully, a mod will explain?

 

I think that makes sense when someone has a strong history then works for the same one or two clients continuously. I admit this doesn't appear to be the case in this profile since the freelancer had a higher than average ratio of negative feedback. But then, her negatives were outside the 6, 12 and if I recall even the 24-month windows. 

 

BTW, I agree with your comment about how usually one meh or negative review causes significant drops in JSS for most. I worry about that with every contract closure. So it is strange to see such a high ratio of negatives with such a high score.

1ff3bc54
Ace Contributor
Mark B Member Since: Feb 7, 2016
18 of 26

"FWIW, I had one disgruntled client 4 months ago and my JSS fell from 100% to 97%. More than 10 jobs later my score hasn't budged a single percentage point. That's how it works for most of us!"

-- Well, then you should probably be very irritated at the fact that other freelancers with multiple sub-5.00 feedback scores have a 100% Job Success Score and Top-Rated badge, no?  I can't speak for other clients, but in the 151 times I've hired on Upwork in the past 3 years, I've almost always looked at JSS ratings as a key factor in screening applicants.

 

For the record, to those who are asking, I have now found at least 4 different applicants to my recent job post that have similar 100% JSS scores despite multiple sub-5.00 feedback ratings and no agency association.  It's not isolated to one profile/freelancer.  I've also seen applicants with several 5.00 feedback scores on past jobs, with no other reviews below 5.00, who have JSS ratings under 100% (ie. 88%, 97%, etc).  See screenshots showing one example attached to this post. 

(These screenshots are from an applicant to my job that DOES have an agency association, but the agency has no Job Sucess score listed on their profile, has only completed 3 jobs on Upwork, and 2 of those jobs have feedback scores less than 5.00 so there's no way that the 100% JSS on the freelancer whose profile is attached could be showing the agency JSS instead of her own...)

claudiacezy
Community Guru
Claudia Z Member Since: Jul 28, 2015
19 of 26

@Mark B wrote:


(These screenshots are from an applicant to my job that DOES have an agency association, but the agency has no Job Sucess score listed on their profile, has only completed 3 jobs on Upwork, and 2 of those jobs have feedback scores less than 5.00 so there's no way that the 100% JSS on the freelancer whose profile is attached could be showing the agency JSS instead of her own...)


If a client has a poor collaboration history then the client feedback will not count against the freelancer score.

 

In the screenshot you provided there is a 2.5 star given by a client with low given and received feedback on multiple jobs.

1ff3bc54
Ace Contributor
Mark B Member Since: Feb 7, 2016
20 of 26

"If a client has a poor collaboration history then the client feedback will not count against the freelancer score.

In the screenshot you provided there is a 2.5 star given by a client with low given and received feedback on multiple jobs."

-- Thanks for the info.  Do you know what is considered "poor collaboration history"?  Because the clients who left those 2 negative reviews for the freelancer mentioned in my OP look pretty reasonable to me... not sure I'd consider their scores "poor".  See attached details of the two clients who left those 1.95 and 3.00 reviews on the freelancer's profile.  


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