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Re: Change in JSS score works

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Community Guru
Petra R Member Since: Aug 3, 2011
101 of 4,142

@Shehab A wrote:

I working here since october 2018 and finally got my JSS but it says 90% Job succes not 100% even I go full ratings (5stars and Feedback from all client except in 2 jobs did not get feeback but got 5 stars)

ANYBODY HELP or illustrate me?


 Private feedback.

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Community Guru
Baris A Member Since: Mar 15, 2017
102 of 4,142

Hello Shehab, I looked at your profile. I think one of your clients might have given you a low private feedback if you don't have any jobs that you refunded or ended with no money paid.

 

You have another subtitle job from one client with a previous job which is not visible in your profile yet (that I saw on the client's job page) so I don't think they gave you a bad rating. The client asking for video edits have 3 jobs with you but he gave the same job to more than one freelancer in 2 instances so I can't be sure if they gave a bad private but again I don't think they did since they gave you 3 jobs.

 

So we are down to "reproduce video". They also gave the same job to someone else. When I looked at their job history I can see that they don't usually give the same job to different people. Also the dates you and the other freelancer got the same job seem to be the same. So if you asked me to make my best guess I'd say they gave you a low private feedback.

 

In "my stats" page there is a "Clients who would recommend you" rating. That's overall percentage of all your clients who gave 9 or 10 (probably) on private feedback. Check that number. You have 5 clients who gave rating to you; from there you can see how many of them gave you a bad private feedback.

 

Here I want to (strongly) state that what I wrote about your clients is only a guess. You are the one working with them; your guess should be better than mine. At the end of the day, there is nothing you can do about the past but if I were you (if you are really good at what you're doing) I'd raise my price because cheap clients are always the worst clients, also about giving a good rating.

 

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Community Guru
Brian F Member Since: Jun 4, 2013
103 of 4,142

"Hi Adeel,

Private feedback is included in the calculation as well. 
The JSS is calculated in 6-12 and 24 moths windows, if some of your good feedback are pushed out of this windows it will slightly go lower.

You can focus on finishing smaller fixed price contracts so that they are included in your calculation little bit faster."

Except when you lower her score, it's harder to get ANY contracts, regardless of size.  Yet so many times, Moderators and Gurus say the "answer" to sudden, mysterious drops in JSS is to get more work through "smaller" contracts to bring it up.  Any size is harder to get when your score drops 8%!  Do you realize that is exactly what the drop makes it harder to do?? Such "answers" are frustrating and show gross insensitivity to problems we are facing and are not "answers" at all. 

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Ace Contributor
Lisa T Member Since: Apr 26, 2016
104 of 4,142

Private feedback really isn't feedback at all. It's an oxymoron. Feedback is responding to someone, letting them know how they did, and advice on improvement. If you hide that from the freelancer, it's not feedback.

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Community Guru
Tiffany S Member Since: Jan 15, 2016
105 of 4,142

Lisa T wrote:

Private feedback really isn't feedback at all. It's an oxymoron. Feedback is responding to someone, letting them know how they did, and advice on improvement. If you hide that from the freelancer, it's not feedback.


True, and it's not billed as feedback when the client leaves it. That's just a shorthand that tends to get used here to make the distinction.

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Community Guru
Brian F Member Since: Jun 4, 2013
106 of 4,142

Because JSS is smoke and mirrors.  They allow private feedback you never see and then discount the public feedback if the private feedback isn't perfect.  I'm not at all covinced that an 8/10 "would they recommend" isn't counted as non-success...

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Active Member
Saba U Member Since: Sep 17, 2015
107 of 4,142

Hello,

My job success score, before yesterday, was 97% and I was quite happy about it.

 

However, all of sudden, I found out today that my JSS has fallen to 91%. It is especially confusing because none of my contracts ended in the last 15 days. Can someone please guide me what has caused this massive fall in my JSS?

 

Here's the link to my profile: https://www.upwork.com/fl/sabaumair3

 

Best Regards,

Saba Umair

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Ace Contributor
Scott D Member Since: Aug 6, 2015
108 of 4,142

When is the Product Team going to understand that not every client is NOT going to leave feedback after a successful project. So when a freelancer closed a completed project the likely hood that a client will close from their end and leave feedback is 10%. YES 10%. Also when you call the customer support center to send a client an email, that is just bothering the client is DOES NOT HELP.

Freelancers who have 'ongoing' clients like I do, clients should not have forced to leave feedback when a freelancer is working with them all the time. This should be a + on their score.

I always noticed when my score reaches for example a 94% that when I successful client does not leave feedback, my score will drop 2 - 3 points. MAKES NO SENSE!

I have been watching my score closely, see attached. My score last month was 90%, and looking at my comments and scores of 5+ my score only jumped up to a 91%. COME ON, THIS MAKE NO SENSE? 
Scores seem to fall more then move up.

I NEED SOME ONE FROM THE PRODUCT TEAM TO CALL ME. TALKING TO YOUR CUSTOMER SERVICE FOLKS GET KNOW WHERE.

PRODUCT TEAM NEED TO WORK WITH SELECTED FREELANCERS SO THE UNDERSTAND CLIENT AND FREELANCER RELATIONSHIPS.

THANK YOU

SCOTT


THESE ARE ALL ONE FEEDBACK SINCE THE LAST ROLLOVER, I SHOULD AT LEAST BE AT 94%

Platform Automation and Devlops Workflow InfoGraphics
Nov 2017
5.00
9 hours
$40.00 / hr
$373.33 earned

THIS IS A CLIENT THAT I CONTINUE TO WORK WITH, THIS IS THE ONLY PROJECT THAT HE HAS NOT LEFT ANY FEEDBACK SO BECAUSE OF THIS I RATE WAS LOWERED. IT MAKES NO SENSE TO HAVE GOING CLIENTS, WHO I HAVE A $500+ EARNING WITH THAT THEY HAVE TO LEAVE FEEDBACK ALL TIME. 
HAVING ONGOING CLIENTS SHOULD BE AUTOMATICALLY CALUTATED INTO YOUR SCORE.
Executive and Management Teams Org Chart
Nov 2017
No feedback given
$120.00 earned
Fixed Price

Financial Deck Unique Design & Messaging
Nov 2017
4.85
Scott was great, he made himself available for a continually moving target of completing a deck while we were transforming the deck, and once given the content to complete a job, he could whip it into shape. His designs were sound and he was really a huge help with this project.
$500.00 earned
Fixed Price





Existing powerpoint presentation for a Business Brokerage Firm.
Nov 2017
5.00
Working with Scott was easy to direct and he understood what it was I was looking for..Great Job Yes I would work with Scott again on any future Projects

8 hours
$40.00 / hr
$300.00 earned

PowerPoint Presentation
Oct 2017 - Nov 2017
5.00
Awesome job!!!!!
10 hours
$40.00 / hr
$380.00 earned


Company Overview Powerpoint- Cybersecurity Company
Sep 2017 - Oct 2017
5.00
Did everything that was asked of him with little direction and came back with an amazing product. He is very talented and plan on using him again
$400.00 earned
Fixed Price

Investor Presentation clean up
Sep 2017 - Oct 2017


5.00
Scott, is awesome. He has a great eye and understands how to make a presentation both visually interesting and free flowing.

He was pleasant available and responsive and a joy to work with. 

We will work with him again!!

14 hours
$40.00 / hr
$553.34 earned








Investor Pitch Deck
Oct 2017
No feedback given
4 hours
$40.00 / hr
$146.67 earned


Need help designing a Great Pitchbook/Presentation for clients of my new business
Sep 2017 - Oct 2017
5.00
$350.00 earned
Fixed Price


Building Scalable Organizations
Sep 2017 - Oct 2017
5.00
Really pleased with Scott's creativity and ability to understand the key message. Great work! Thank you Scott.
9 hours
$40.00 / hr
$346.67 earned

Community Guru
John K Member Since: Feb 17, 2015
109 of 4,142

@Scott DS Y wrote:

 


THESE ARE ALL ONE FEEDBACK SINCE THE LAST ROLLOVER, I SHOULD AT LEAST BE AT 94%

Platform Automation and Devlops Workflow InfoGraphics
Nov 2017
5.00
9 hours
$40.00 / hr
$373.33 earned

THIS IS A CLIENT THAT I CONTINUE TO WORK WITH, THIS IS THE ONLY PROJECT THAT HE HAS NOT LEFT ANY FEEDBACK SO BECAUSE OF THIS I RATE WAS LOWERED. IT MAKES NO SENSE TO HAVE GOING CLIENTS, WHO I HAVE A $500+ EARNING WITH THAT THEY HAVE TO LEAVE FEEDBACK ALL TIME. 
HAVING ONGOING CLIENTS SHOULD BE AUTOMATICALLY CALUTATED INTO YOUR SCORE.

I'll take your word on all the other jobs you listed, but on this one, you're mistaken. The client gave you 5 stars, but did not enter a verbal comment. Nonetheless, for the purposes of JSS computation, it *is* feedback. The verbal comment is optional and has no effect on JSS. Furthermore, ongoing clients *are* factored into JSS calculation by way of the long-term clients percentage.

__________________________________________________
"No good deed goes unpunished." -- Clare Boothe Luce
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Community Guru
Tiffany S Member Since: Jan 15, 2016
110 of 4,142

@Scott DS Y wrote:

When is the Product Team going to understand that not every client is NOT going to leave feedback after a successful project.

 

They already do. that's why only a pattern of no feedback impacts your JSS---a small percentage of no feedback contracts will not. For example, recently I had 11 no feedback contracts out of 83, and my JSS was 100%.

 

So when a freelancer closed a completed project the likely hood that a client will close from their end and leave feedback is 10%. YES 10%.

 

How did you arrive at the 10% figure? 

 

If this were true, then most freelancers would have roughly 90% no feedback contracts and the impact on everyone would be equal. 

 

Also when you call the customer support center to send a client an email, that is just bothering the client is DOES NOT HELP.

 

True. There's no reason a freelancer should ever do this.

 

Freelancers who have 'ongoing' clients like I do, clients should not have forced to leave feedback when a freelancer is working with them all the time. This should be a + on their score.

 

It is. Long-term clients have a positive impact on JSS.

 

I always noticed when my score reaches for example a 94% that when I successful client does not leave feedback, my score will drop 2 - 3 points. MAKES NO SENSE!

 

No, it sure doesn't...since others don't have the same experience.

 

I have been watching my score closely, see attached. My score last month was 90%, and looking at my comments and scores of 5+ my score only jumped up to a 91%. COME ON, THIS MAKE NO SENSE? 

 

Because you know for a fact what the private feedback associated with all of those contracts was? And you have checked for contracts that dropped out of your calculation window? And you have the inside scoop on the undisclosed algorithm, so you know for sure what your score should be?


Scores seem to fall more then move up.

 

Yep. That's how percentages work. If you have 9 jobs with feedback and none without, 100% of your jobs have feedback. If you add a job with no feedback, then 90% of your jobs have feedback--a 10% drop. If you then add another job with feedback, you now have feedback on 10 of 11 jobs, or 90.9%. 

 

I NEED SOME ONE FROM THE PRODUCT TEAM TO CALL ME. TALKING TO YOUR CUSTOMER SERVICE FOLKS GET KNOW WHERE.

PRODUCT TEAM NEED TO WORK WITH SELECTED FREELANCERS SO THE UNDERSTAND CLIENT AND FREELANCER RELATIONSHIPS.

 

They do. Many freelancers have mentioned having been part of focus groups, we're surveyed about potential changes to the platform, and the moderators here take feedback from the forums back to the product team and execs. 

 

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