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From Top rated with 100% JSS to 71% JSS in few hours

samiur_r
Active Member
Samiur R Member Since: May 8, 2021
1 of 20

I have been working on Upwork for almost a year now. Out of 6 jobs I have completed, got 5 star rating with good feeback in 5 jobs and in another job I haven't got any rating or feedback but the client paid tons of bonuses. One job is in progress since last month without that much activity. 

I have been Top rated with 100% JSS since first week of June. Today moring I checked It was the same. But at afternoon my JSS dopped to 71% and obviously Top rated badge gone. I thought it might be some tect glitch. So contracted the support. They confirmed that the calculation was correct without mentioning the real reason behind the drop as per the Upwork policy. 

I am totally shocked and in a panic state. Don't have any clues what could be the reason behind this kinds of drop (100% to 71% !!). I have good relations with my all previous clients. Almost certain they gave good ratings in most of the parts in privatly as well. How can I improve my jss and prevent this kind of fall down in future? 

Thank you

wlyonsatl
Community Guru
Will L Member Since: Jul 9, 2015
2 of 20

Did you have any projects closed by you or given feedback by clients during the 14 days ended Saturday night?

samiur_r
Active Member
Samiur R Member Since: May 8, 2021
3 of 20

Yes, client gave 5 star rating publicly and I beleive I also got good ratings privately in most of the sections. 

wlyonsatl
Community Guru
Will L Member Since: Jul 9, 2015
BEST ANSWER
4 of 20

The calculation of the JSS is purposely opaque and calculated across three different periods of time, but your best bet is probably to delete that client's feedback from being included in the calculation of your JSS.

 

https://support.upwork.com/hc/en-us/articles/219801228-Feedback-Removal

 

If that client's feedback caused this drop in your JSS, your JSS will likely rebound at the next bi-weekly calculation.

 

However, the hit to your "14 out of 16 weeks" criteria for Top Rated status will last for about another three months, so you'll need to be careful and do your best not to get black marks from another client during that time. The feedback removal benefit of Top Rated status will not be available to you until the criteria for renewal have been met (as outlined in the above link).

 

Good luck!

View solution in original post

samiur_r
Active Member
Samiur R Member Since: May 8, 2021
5 of 20

Thank you very much for suggestion. I didn't know that I can remove clients feedback even my badge is gone. And btw my Top Rated eligible weeks shows "16 out of 16 weeks"

wlyonsatl
Community Guru
Will L Member Since: Jul 9, 2015
6 of 20

Follow the instructions in the link and see what response you get from Upwork.

 

I've only asked for client feedback to be removed a couple of times over 100s of projects, so I don't know all of the ins and outs of Upwork's policies and procedures in this respect.

 

If anyone else here suggests you do anything not mentioned in Upwork's own public documentation, ask them how many times they've had client feedback removed. Some people who post here have little experience with some elements of Upwork but strong opinions they present as fact.

samiur_r
Active Member
Samiur R Member Since: May 8, 2021
7 of 20

Thanks agian. I have requested to remove feedback from my last contract. I hope I will regain my Top rated badge with 100% JSS. 

wlyonsatl
Community Guru
Will L Member Since: Jul 9, 2015
8 of 20

Please come back to the board to let us know how this works out for you.

samiur_r
Active Member
Samiur R Member Since: May 8, 2021
9 of 20
Sure, I will update.
samiur_r
Active Member
Samiur R Member Since: May 8, 2021
10 of 20

Update: I am again Top rated with 100% JSS. Thanks again Will. 

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