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emmac6248
Member

JSS

**Update: This thread has been closed for new replies**

 

 

I would like to understand why  Upwork don't look at clients who don't leave feedback.  Some clients are one-off users, others are too busy to leave feedback and some just don't understand how to do it.  I have long-standing contracts that never received feedback, yet the messages show how happy the client  was.  I have other clients who were first time users and had work complete - were happy (again, said so) but didn't leave feedback. Then there are the users who just never leave feedback - for anyone!  I have flagged and flagged this but the help team just keep repeating the same thread (obviously a template).  I think that clients notorious for not leaving feedback should be taken into account and if a freelancer requests feedback - they should not be penalised for no feedback left.  I also think Upwork should look at those contracts and make their own decisions.  Am so fed up with this system that I've shifted some stuff over to another website, some clients are now private and I'm trying my best to move a load of other clients.  

ACCEPTED SOLUTION
kochubei_valeria
Community Manager
Community Manager

Hi All,

 

We are closing this thread from new replies because it has grown too large and with recent changes some information here is now outdated.

 

Here are the links to most recent changes in how JSS is calculated:

No feedback contracts no longer impacting JSS

Job size being factored into JSS 

 

For general information about how Job Success Score is calculated, please see this help article. 

~ Valeria
Upwork

View solution in original post

5,753 REPLIES 5,753

Carol, if you look at https://www.upwork.com/my-stats/ does it show "Recent account holds" 0 and "Top Rated eligible weeks" 13 of 16 or better? If so, you should get the badge back real soon. You might also PM a moderator if it's still missing tomorrow.

__________________________________________________
"No good deed goes unpunished." -- Clare Boothe Luce
softicks
Member

I have completed 4/4 successful job, and my clients approved all that stuff. You can check my conversation with client. Clients also gave me a good feedback. My JSS is 50%, i am shocked to see this. My job success score should be 98% according to my rating. Please solve my this issue, otherwise this thing generate untrust on upwork and would encourage me to leave upwork. 50% JSS is ridiculous.


Samin S wrote:
I have completed 4/4 successful job, and my clients approved all that stuff. You can check my conversation with client. Clients also gave me a good feedback. My JSS is 50%, i am shocked to see this. My job success score should be 98% according to my rating. Please solve my this issue, otherwise this thing generate untrust on upwork and would encourage me to leave upwork. 50% JSS is ridiculous.

How do you get 98%?  What's your formula?  You have 4 jobs.  2 of which have no feedback.  1 is a 4.8/5 (which is good, but doesn't help your cause).

 

You need to solve this issue yourself.  No one on Upwork will do it for you.   The solution is simple: score small wins - get clients to hire you, do a good job and they need to leave you feedback

 

Remember to never close a contract on your own.  Ask a client to do it.  If they don't, leave it open.  It won't negatively affect your JSS as much as closing the contract and not getting feedback.  


Out of curiosity, what is your "clients who will recomend you" score?


Samin S wrote:
I have completed 4/4 successful job, and my clients approved all that stuff. You can check my conversation with client. Clients also gave me a good feedback. My JSS is 50%, i am shocked to see this. My job success score should be 98% according to my rating. Please solve my this issue, otherwise this thing generate untrust on upwork and would encourage me to leave upwork. 50% JSS is ridiculous.

Only the jobs with feedback count towards your JSS. It looks like one of those two clients must have given you unenthusiastic private feedback, so that job does not count as a "success". I think it's clear which job that was: "can do better". 1/2 = 50%.

atifaimran
Member

My job success score is constantly falling by 1% every 2 weeks and the problem is that there is no apparent reason. I have only been working on 1 contract and no contract has been closed for the past one month. This constant fall is alarming for me. Can anyone guide me.

tinker_bell3
Moderator
Moderator

Hi Gulam,

 

Your JSS score reflects your overall contract history with your clients and is based on your (or your agency's) relationships and feedback. You can read this help article to learn more about what affects your score and how you can improve it. Thanks!

~ Joanne
Upwork
atifaimran
Member

Hi, Can anyone look at my profile and let me know why my job success score is falling. apparently, I have not closed any contract within the past two weeks.

Your profile is set to private here.

Most likely some old 'good' contracts are counted anymore because of the time frame.

thenativeknd
Member

Hi,
I'm a freelancer and working with Upwork for the long term. Now I see that my JSS is calculating wrong according to this "https://support.upwork.com/hc/en-us/articles/211068358-Job-Success-Score".

I have also completed many jobs but my JSS is still less than 100. So please help me with it.

Profile: https://www.upwork.com/freelancers/~01bad7a7f5196af737

Hi Kundan,

 

I checked your account and can confirm that your JSS is calculated correctly. JSS is calculated on 6-12 and 24 months windows. There are many factors that go into your JSS calculation including public and private feedback given when the contract is closed, pattern of contracts without feedback, etc. To learn more details about your Job success score and why it has changed check out this Help Article. Thank you.

~ Goran
Upwork

Hi Goran, i has read the article but i cant find what i did wrong. I need to know that because i dont wan to do it again.

Thank you Goran

I have been with Upwork for a good while (on and off). I have had a score as high as 100% with a status of 'top rated' and as low as 82%. I have gone up and down a number of times. I can confidently say that the times when I have done the worst getting decent work has been when my score is 100% and I have had some good jobs when I have been in the '80s'. I do not know what it is, maybe clients perceive me as being expensive having the score of 100% and they think that somebody with a score of 80-90% and who is a cheapo will still be good enough for the job.

So I do not understand why so many people are in panic about their score not being at the top end.

c84n60
Member

Hello, i want to know why my rating is too low. I have 1 job in process 8 with 5 stars and 2 with 4.5 but my rating goes down from 98 to 87 i dont know why.
Thanks a lot.

Hi Dario,

 

Keep in mind that Job Success Scores reflect a wide range of factors such as public and private feedback, long-term contracts, repeat ones, a pattern of contracts without feedback, etc. Job Success Score is calculated on a 6-12 and 24 months window. When contracts are pushed out of these windows your JSS will be calculated on the contracts that are in these time frames. To learn more about your Job Success Score, check out this help article.

 

Thank you!

~ Bojan
Upwork

Hi, Bojan i has read the article but i cant find what i did wrong. I need to know that because i dont wan to do it again.

leeannmerrill
Member

Couple issues and wondering what others' experience/advice is....

 

In August I ended a contract that had been inactive for about a year.  It was supposed to be for monthly blog posts but the client quit communicating after the third. Maybe two months ago I messaged her to suggest we end the contract, and didn't hear back. So knowing that inactive contracts hanging around is not a good thing in Upwork's eyes I ended the contract, and the client didn't leave feedback, which through a discussion with Support I was able to deduce had caused (in large part anyway) my JSS to drop from 94% to 88%.  So question one is - in this type of situation (i.e. client has been unresponsive and you think there is a reasonable chance they will not leave feedback, should you just not end the contract?  This client had also connected with me on Linkedin and her profile popped up on top for some reason today.  I saw that last December she had left the company she had been working for when I did the work for her.  Light bulb.  When happens when the person who hired you leaves the company?  Aside from the fact that you would be about number zillion-dy on their priority list you have no way of communicating with them anyway (I have found it very rare that anyone who hires me on Upwork has a colleague at the company also involved in the Upwork account) This seems like a situation that Upwork should have an approach to handling.


Lee Ann M wrote:

 

In August I ended a contract that had been inactive for about a year.  It was supposed to be for monthly blog posts but the client quit communicating after the third.


Because you had earned money under that contract it won't have hurt your JSS either open or closed without feedback.

 


Lee Ann M wrote:

So question one is - in this type of situation (i.e. client has been unresponsive and you think there is a reasonable chance they will not leave feedback, should you just not end the contract? 


It does not matter either way. They don't hurt either way.

The most important factor is that you are paid.

 

Unless you have a hell of a lot (or a pattern, such as closing a dozen or so at once) of such contracts, those who go idle or you close without feedback do no harm to your JSS at all.

michal_soka
Member

Hello,

 

I would like to report a client with name **Edited for Community Guidelines** that has destroyed my Job Success score with unbearable requirements and I could not stand this client and I have no rating from him because it was not possible to work with him, So I cancelled the contract and write review but still it counts to my Job Success.

 

Do you know what should I do please, how can I remove it? It is not fair, it has destroyed my Job Success score and now it is very hard to find a client because of that.

 

Thanks everyone!

I had a look on your profile. I'm not much of an expert on Upwork but I've seen people with job success scores of 75% be able to find contracts and work there way up to a higher JSS.

 

Also, the reason why your JSS fell so much with negative feedback from one client is because you only have six jobs under your belt.

 

Best of luck to you.

Clients do not set freelancers' JSS scores.

 

Therefore, you can not "report a client for destroying your JSS."

 

If a client violates Upwork TOS in some way, then you can report them.


Michal S wrote:

So I cancelled the contract and write review but still it counts to my Job Success.

 


The "nothing paid" contract no doubt contributed to your poor JSS, but is not totally responsible.

You likely got not-so-great private feedback in the 4.45 star contract too.

 

On the positive side, as you have so few completed contracts, future great, positive outcomes will help to get your JSS back on track and after 6 months the poor outcomes fall out of your 6 month window as well.

andrew222
Member

My "success score" has been downgraded, apparently because I haven't accrued any reviews for a while. I was 98% and now I'm 87%.

 

I secured a review from a client on an older, still-open contract, but that didn't move the needle.

 

I have a regular client who'd like to give me a good review, but our contract is ongoing.

 

Can I end that contract, get that review, then start a new one? I understand that commissions rec'd by Upwork revert to their original percentages. (It's a recent-ish contract but it may be worth it to me in the long run to cancel and start over.)

 

If that's a TOS violation, do you have any other recommendations, other than more jobs and more reviews? Can I take a few piddly fixed-price jobs for the reviews, and will that help?

 

ABS


Can I end that contract, get that review, then start a new one? Yes, you cando that any time.

 

I understand that commissions rec'd by Upwork revert to their original percentages. (It's a recent-ish contract but it may be worth it to me in the long run to cancel and start over.) You understand wrong. You will continue with the percentage you have reached with this client.

 

Confirming Jennifer is 100% correct.

 

Not that you need confirmation, Jen ...  ๐Ÿ˜‰

I can confirm Wendy is also right and also needs no confirmations.

I don't know why my Job Success Score is drop. while I did my job with 100% quality.

Thanks

Mudassar
daniel_zen
Member

Hi guys,

 

Just looking for a way to get in contact with a moderator or staff member at Upwork.

 

I've had an issue with regard to my JSS and need some help.

 

 

Thanks


Dennis K wrote:

 

Just looking for a way to get in contact with a moderator or staff member at Upwork.

 

I've had an issue with regard to my JSS and need some help.


There is little point speaking to Support about your JSS.

Presumably you are wondering why your JSS is 83% when you had no feedback at all in your 3 calculation windows (6 months, 12 months or 24 months)?

 

My guess is that whilst your long term job counted positively towards your JSS you may have had a job that never led to any earnings (either one that was fully refunded, canceled, closed before anything was paid, or has been open but nothing has ever (!) been paid on it. Such "nothing paid" contracts have a negative effect on the JSS.

 

danielgillen
Member

Hello,

I have been on Upwork for about 4 years my profile is here: https://www.upwork.com/fl/danielgillen

 

For the first year or so, I had Top Rated Status. Then because I didn't close a job in a while, I lost that and my JSS was in the 90s+%

Then about 2 years ago someone offered me a job without talking to me first, I foolishly accepted it and messaged them. They never sent me a message about the job, any clarification etc. Just pure radio silence. Eventually the job was closed either by them or automatically.

Upwork decided this was a collosoal failure on my part and my JSS instantly tanked to the low 70's%

 

Every since, I have been unable to escape the 70s%.

But look at my profile, every project my clients love me, I do a great job, the reviews are great, a ton of 5 stars. But my JSS continues in the 70s making me look like I'm terrible.

What's going on?

Thanks,
Daniel Gillen


Daniel G wrote:

I do a great job, the reviews are great, a ton of 5 stars. But my JSS continues in the 70s making me look like I'm terrible.

What's going on?


Public feedback (stars) are pretty much irrelevant when it comes to the JSS. What counts is private feedback.

To see your private feedback percentage, take a look at your "Clients who would recommend me" percentage on your "My Stats" page. This includes only the actual private feedback left by clients.

When you complete  5 6 jobs then the JSS will be increase after 2 weeks ago.


Ehtisham B wrote:

When you complete  5 6 jobs then the JSS will be increase after 2 weeks ago.


 

What do you mean?What do you mean?

His issue isn't that he doesn't know when it updates, but that it doesn't creep above the 80% mark, which is likely due to getting sub-optimal private feedback regularly enough to keep it at that level.

mrpres1dent
Member

Hello!

I've noticed that in my profile page the JSS is shown as 93%. In "My Stats" section my JSS is 100%!!! And all of my projects was completed succesfully and I got only 5-star reviews!

Why is it changed?



Denis O wrote:

I've noticed that in my profile page the JSS is shown as 93%. In "My Stats" section my JSS is 100%!!! And all of my projects was completed succesfully and I got only 5-star reviews!

Why is it changed?


Private feedback or a job without any earnings (ever)

All of the contracts are successfully completed. 100% of them was paid. There were no troubles or conflicts with clients and no reason for providing a poor feedback.

Sometimes, people are two-faced. They may have left you 5-star feedback but behind the scenes they rated you lower. Who knows, it's happened to most of us. Keep landing those jobs and I'm sure your JSS will go up as your career progresses. 

 

When I first started, mine went 100, 96, 92, 93, 96, 94, 99, 100, 99, and 100 again now. Most of my clients have left me 5-star feedback, so you just have to imagine some were a little devious behind the scenes.

 

 

 

Thanks for your reply and for sharing your story. Yes, I understand that sometimes this human factor can play a role. And this is so unfair to freelancers.

But, anyway, in my case, in the "My Stats" section I see that 100% of the clients has answered that they would recommend me. So, I see no reason for decreasing of JSS.
I've sent a message to the Help Center, but there is still no answer.


Denis O wrote:

But, anyway, in my case, in the "My Stats" section I see that 100% of the clients has answered that they would recommend me. So, I see no reason for decreasing of JSS.


That doesn't mean much because it only updates once every X (unknown, thought to be 5) contracts.