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Re: Change in JSS score works

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Community Guru
John K Member Since: Feb 17, 2015
111 of 4,479

@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
112 of 4,479

@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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Community Guru
Lanie M Member Since: Jun 24, 2015
113 of 4,479

Hi Scott,

 

Unfortunately our Product Team does not have access to get in contact with our users however, rest assured that your feedback and suggestions are being forwarded to them for further review.

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Active Member
Lara M Member Since: Jul 8, 2017
114 of 4,479

I've personally paid Upwork over 15K in the past 2 years, yet their customer service is non-existent. 

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Moderator
Vladimir G Moderator Member Since: Oct 31, 2014
115 of 4,479

Hi Lara,

 

I'm sorry to hear about the frustration you're experiencing with you Job Success Score. I see our team is already communicating with you regarding the request you submitted and I'll ask our team to reach out to you again, to clarify the GDPR regulations and assist you directly.

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Active Member
Lara M Member Since: Jul 8, 2017
116 of 4,479

I do not accept your fake apology.  All I want is the data that your company has on me and I want to know why I cannot have it.  IT IS MY DATA.  Additionally, your private feedback JSS, if it negatively affects someone, is illegal in California and other jurisdictions. 

Community Guru
Brian F Member Since: Jun 4, 2013
117 of 4,479

AMEN LARA!  PREACH!!!


Lara M wrote:

I do not accept your fake apology.  All I want is the data that your company has on me and I want to know why I cannot have it.  IT IS MY DATA.  Additionally, your private feedback JSS, if it negatively affects someone, is illegal in California and other jurisdictions. 


 

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Community Guru
Brian F Member Since: Jun 4, 2013
118 of 4,479

Lara, that's not fair.  Its customer service does exist, and it exists to tell any freelancer with a legitimate complaint about being treated unfairly that they are wrong and Upwork is right, and to provide information you did not ask for as a solution :-)

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Community Leader
william b Member Since: Jan 3, 2015
119 of 4,479

Could not agree more. And "non-existent" is almost certainly too kind.

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Community Guru
Tom Z Member Since: Jul 10, 2016
120 of 4,479

A lot of freelancers here don't realize in fact they are the "client." --- 13% of my pay goes directly to Upwork... That's more than most "client" spend here on Upwork. It's funny how freelancers don't realize this.

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