JSS lowered even though all client feedback is 5-star / successful

[benaleh]

Recently my JSS lowered from 100% to 98% even though all jobs are successful with 5-Star reviews. I was trying to figure out what happened and I found some documentation that mentioned open contracts with no new payments for a while could impact my score. Is this accurate? 

I have a client that I did a lot of work for but needed to put a hold on his project so I haven't recorded any hours since January- and at this point, he has been unresponsive.  Is this open contract negatively impacting my score? Or, is it something else?

Any insight would helpful-Thanks!

[robin_hyman]

Based on previous discussions about this on the community, I'm going to say it was the last 5-star client who gave you less than stellar private feedback. It could have been by mistake, but it happened. 

Having a job open when payment has been transferred doesn't affect JSS. 

[benaleh]

How can you JSS lower even when someone rates you 5 stars? Isn't that what goes into your score?  Are you saying Upwork has a secondary private scoring method that overrides the visible one?

[martina_plaschka]

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Ben Y wrote:

How can you JSS lower even when someone rates you 5 stars? Isn't that what goes into your score?  Are you saying Upwork has a secondary private scoring method that overrides the visible one?

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That is exactly right. The stars look nice on your profile, but are largely meaningless for JSS. Your most important metric is the clients that would recommend you percentage. 

[benaleh]

That interesting....because my "clients that would recommend you" percentage remained the same.  I do understand Upwork does not disclose exactly how they calculate the JSS.

[martina_plaschka]

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Ben Y wrote:

That interesting....because my "clients that would recommend you" percentage remained the same.  I do understand Upwork does not disclose exactly how they calculate the JSS.

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It does not update at the same time as JSS, in order for you not to know which contract impacted it when. 

[benaleh]

That is sneaky!

[robin_hyman]

It's called private feedback for a reason. Clients provide their real feedback privately and can write whatever they want publicly. 

[benaleh]

Fair enough- I certainly appreciate the 5-star review but I do wish the clients would let me know if there is an issue so that I can address it.

[martina_plaschka]

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Ben Y wrote:

Fair enough- I certainly appreciate the 5-star review but I do wish the clients would let me know if there is an issue so that I can address it.

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It's still a very good score, so I wouldn't worry too much about it.