JSS issue

[ameen-essa]

Hi,

I have a problem with my JSS it was 88% from the last update of the stats and I completed a job with good feedback and 5 stars and in the 5-Aug-18 my stats updated to down my JSS to 80% I wanna know why is that happening.

I only completed 5 jobs all of them with 5 stars but I have only two my client did not give me a feedback but gives 5 stars and no declined contracts only I hired for five and completed them successfully.

[dremru · Accepted solution]

Hi Ameen

JSS is not based only on public feedback, but also on something called "private feedback" which is not visible put greately affects JSS.

It is possible that one of your clients, despite giving you a 5 star rating, left a lower rating for the private feedback, and since you had just 5 contracts, It greately affected your JSS.

[ameen-essa]

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@Emanuele R wrote:

Hi Ameen

JSS is not based only on public feedback, but also on something called "private feedback" which is not visible put greately affects JSS.

It is possible that one of your clients, despite giving you a 5 star rating, left a lower rating for the private feedback, and since you had just 5 contracts, It greately affected your JSS.

---

 Hi, Emanuele.

Thanks for your reply.

but, I think it is not fair to make the private feedback affected my JSS.

Because the client gives good feedback in public and in the private give me a bad one it is not fair, what is your opinion.

[dremru]

I agree it is not the best solution, and many before you have complained about this sistem, since it does not let you actually now what contract was considered "bad", effectively making it impossible to exactly pinpoint your mistakes, especially since apparently, Upwork considers "not adequate" private ratings below nine, which is a bit harsh in my opinion.

Unfortunately there is not much you can do about this, but don't worry: JSS is not the be-all and end-all of Upwork, and there are many freelancers with a JSS around 80% that still get a lot of jobs.

Just keep doing your best and your JSS will definitely improve, especially since, being your first contracts, it is very easy to change it.

[wlyonsatl]

Some clients are cowards or liars. Some might think that three stars out of five is average, so four stars is above average and  five starts is for stellar performance, but there's nothing wrong with an "average" rating.

That's in the real world, not Upworkland.

The JSS's calculation is a mess; if it affected clients as much as it affects freelancers, Upwork would fix it.

Upwork shouldn't let private and public feedback, whether from clients or freelancers, be so wildly different.

[ameen-essa]

Yeah, if the client affected by the rate they will change it because the clients spend a lot of money on this platform, not the freelancer so if the clients go away they won't get money but if the freelancer run away from this platform they will say there is a lot of freelancers will start to work with the clients [Bad strategy].

[versailles]

Ameen, on your Stats Page, what says the Clients who would recommend you?

What is the percentage of clients that said they will recommend you? Anything under 90% may be problematic and I bet yours is lower.

[ameen-essa]

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@Rene K wrote:

Ameen, on your Stats Page, what says the Clients who would recommend you?

What is the percentage of clients that said they will recommend you? Anything under 90% may be problematic and I bet yours is lower.

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Yeah, it is 60% but it appears after the last contract only!!

and what it means why I affected and how it increases and decrease.

[debi-f]

Hello,

Is there someone that can explain me why my profile went down from 100% to 88% in the last 2 weeks with this stats? 

Clients who would recommend you 90%

Long-term clients 68%

Recent account holds 0

Top Rated eligible weeks 15 of 16

Thank you

[pinkmuffin]

Hi Deborah, Sorry to hear that same thing happen to you.  I wonder what happen to the JSS system, I see you got more reason to ask for answer, considering you got 400 jobs and you're way far from me in terms of upwork experience.  Hopefully your Jss will get back to normal as well.

[debi-f]

If Upwork is wanting to help us, it should send us the private feedback and let us know if there was something wrong in our perfomrance, so we could improve. But, instead, Upwork rate us badly, and the client is not rated. I check the clients history before bidding, but Upwork doesn´t rate the clients the same way as it rates us, the providers. 

I work for more than 8 years here (Elance, Odesk), I have done more than 400 jobs with excellent results and, in the last 2 weeks my JSS went down to 88%. Most clients now ask for 90% JSS. I see providers that have done 20 jobs an have a higher rate than mine that I work for Upwork for 9 years with excellent results!!?? So, Upwork is really prejudicing me. Really UNFAIR.  

[debi-f]

I agree that is really unfair and a bad rating system.

I work for more than 8 years here (it was Elance), I have done more than 400 jobs with excellent results, as you can see in my profile, and in the last 2 weeks my JSS is 88%... really UNFAIR. 

[nnedeljkov]

Yes, unforgettable Elance. Well, the same problem here;  recently I had possibly the best period ever, for years I'm a Top rated and now I'm on 88%, and there is no way for me to find out what is going on here. I made a contact with the support but there is no any demystification actually. The possible reason could be the private feedback system. In that case, it means, and it is quite possible, that someone leaves 5 stars as an external feedback with a great satisfaction for the finalized project but for example 1  as a private feedback?  Of course, that is an unfair situation. And even more, that could make a kind of paranoia on both sides, no kidding. You can't simply improve yourself, your work and your communication with a client if you don't have a clue what goes wrong. 
That is my opinion at least.

[petra_r]

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@Nenad N wrote:

Well, the same problem here;  recently I had possibly the best period ever, for years I'm a Top rated and now I'm on 88%, and there is no way for me to find out what is going on here

---

 If you have only just lost your top rated status (last Update on Sunday) you can still use your perk.

Unless you had any contracts end without any payment or become "toxic idle" (2-3 months without ever having been paid) it should be quite easy to figure out which contract did it, considering that only one closed in November.

You can still exclude that (or any) contract from your metrics if you act quickly using your perk, provided you haven't used it in the last 3 months and 10 contracts.

[nnedeljkov]

Seems that is not possible to "still use your perk" as you said; I've received the message yesterday that I am "no longer qualify as a Top Rated freelancer on Upwork".
In Upwork eligibility,  clearly stands that " * You can't request to have feedback removed if you were removed from the Top Rated program due to a suspension or Terms of Service violation." I only need that kind of problem in the situation.
So no, I can't do that.
And probably, as you noticed well, my client from November did it but  I don't have a clue why would do such a thing. I'm working here for a long time and I' m not a guy with low experience (although I noticed that stand I'm a member since 2015 which is also strange and I don't understand that neither. I was working on Elance and Odesk platform from 2010.) 

[petra_r]

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@Nenad N wrote:

Seems that is not possible to "still use your perk" as you said; I've received the message yesterday that I am "no longer qualify as a Top Rated freelancer on Upwork".
In Upwork eligibility,  clearly stands that " * You can't request to have feedback removed if you were removed from the Top Rated program due to a suspension or Terms of Service violation."

---

 Did you lose your Top rated status due to  a suspension or Terms of Service violation? Or because you dropped below 90%?

If it was because you dropped below 90% then you CAN use your perk provided you request to do so within 7 14 days of losing the status.

[nnedeljkov]

Thanks a lot for the info

[petra_r]

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@Nenad N wrote:

Thanks a lot for the info

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 You're welcome.

To address your other point:

The "member since" thing on your forum profile means you've been a member of the forum since 2015, not how long ago you joined Upwork / oDesk / Elance.

[nnedeljkov]

Hi, I'm not talking about the forum but my profile

[petra_r]

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@Nenad N wrote:

Hi, I'm not talking about the forum but my profile

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 Seriously? That is your employment history, which you yourself filled in, Upwork didn't.

So if you made a mistake when you completed your employment history, go to your profile and edit it.

[nnedeljkov]

Yes, seriously.
I'm glad there is an option to correct that, thanks

[wlyonsatl]

As far as I know, Upwork has never indicated it wants clients to provide feedback primarily for the purpose of helping freelancers understand what a client thinks of the work the freelancer has done on a project, which would allow a consciencious freelancer can consider ways to improve his or her services to all their clients.

If this were what Upwork was after, Upwork would not allow public feedback to be completely the opposite of private feedback.

And allowing both clients and freelancers to think only a perfect 5-star rating across the board is acceptable really skews the whole system so that many clients and freelancers think any freelancer rating below 5.0 indicates a significant problem with a freelancers' services.

The JSS system for freelancers and ratings for clients are not as useful as they could be to either clients or freelancers, but they must serve Upwork's purposes or they would be changed. 

[nnedeljkov]

The trick here is that  I have only TWO clients (now there are ongoing jobs)  for months who sending me new offers for new jobs, a new one I received yesterday.  Both of them are more than satisfied (cool! great! etc. etc.), at least according to what they told me and according to the external feedback. 
And further - I would like to correct shortcomings if any, of course - but in this case, I can't find out what they are! 

That is the main reason for the CONFUSION. And in my opinion, any obscurity and vagueness are not good.