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this thread from new replies because it has grown too large and with recent changes some information here is now outdated.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

It is most likely because of private feedback.  What is the "client who would recommend you" percentage?

79% clients.


Fahad H wrote:

79% clients.


Huh? If that's your"client who would recommend you" percentage, that's poor...

 


Fahad H wrote:

So will it rise in the future? Currently I'm working with a client. 


It will rise if you get great public and private feedback. If you get poor feedback (especially private feedback) it will keep falling. 

hassanfahad83
Member

Hello,

Today I checked my stats and saw my  JSS is decreased to 85%. I recently completed a job when my JSS was 90% and working with a client via milestones. Nothing wrong happened but JSS decreased to 85%. It is really very shocking. I're thinking that it will rise from 90% but it decrease. Please tell me what happened wrong with it?


Fahad H wrote:

Hello,

Today I checked my stats and saw my  JSS is decreased to 85%. I recently completed a job when my JSS was 90% and working with a client via milestones. Nothing wrong happened but JSS decreased to 85%. It is really very shocking. I're thinking that it will rise from 90% but it decrease. Please tell me what happened wrong with it?


In January you had one dreadful outcome, one with lukewarm feedback and one with 5 stars. Which ones were after the last update? 

5 star were last.


Fahad H wrote:

5 star were last.


I can see what was last. I asked whether the 4.5 and the 1 star contracts ended during the last two weeks.

So will it rise in the future? Currently I'm working with a client. 

sheraz3232
Member

Hello Upwork Community, 
My job success score was 94 percent and the day before yesterday. It convert into 85 percent. I really don't know why this figure changed. Please let me know further. 
Thanks

This also happened to me, though not so drastically.  I reached out to UpWork and didn't know anything additional once they had responded.  What I can tell you is the JSS system and how it works is well documented on the UpWork support site.  Anything beyond that they will not tell you.

I don't know about you but mine changed as well as of Feb 2. The date shows on your My Status under your Job Success score. The score gets updated periodically.

sheraz3232
Member

Hello Upwork Community,

In Feb 2, my job success score has been changed to 94 to 85. I am still unaware the reason behind why this is happened with me. Please let me know why this is happened with me. So, I should not repeat that activity.
Thanks

archimess
Member

I've been off UpWork for a long time and I know that's why my score got slathered.

 

My last client was terrible.
For almost two years we were back and forth about his project.
Countless changes.
Countless promises.
No feedback for months.
And I had enough, so I took some time off.

Also, on other clients.
There are so many that don't actually leave any feedback. I can't do anything about that.

In this period I have refined my skills and acquired some new ones.
I want to get back in "the game".

I've been with this platform since the Elance days.
I know how things work.
And with a 50% score, I won't be able to get any decent work.

The work I do, doesn't allow me to have "fast-turnaround" to get my score up in a timely manner.
The projects I do take months to complete.

I would like to have my score completely reset and start of as new freelancers do.

Would that be possible, or should I look into other platforms?
No way I'm wasting months or maybe years to get my score back, doing some mediocre underpaid jobs.
And please don't tell me to delete my profile, and make a new one. 

Also, on another note - reporting problems like these on the community forum?!
This is highly disrespectful to all of us.
We used to be able to talk directly to a person.
UpWork has gone sideways, caring less and less about the people that bring them the money.

...maybe I should look into some other platforms.

 

re: "I would like to have my score completely reset and start off as new freelancers do."

 

I would like to be able eat a large slice of cake without it spiking my blood sugar to super high levels.

Well, that was helpful.

Vegan Cake Preston?


Toshe A wrote:

I've been off UpWork for a long time and I know that's why my score got slathered.


You know that that's why you score got slathered? You know or you want to beleive?

 

Your JSS doesn't go down when you are inactive. If you managed to get it sink to 50%, there are other reasons that I trust you already know.

 

Now, Upwork won't allow you to reset your profile, nor to create a new one. But that's not a big deal because there are many other similar places on the Internet where you can establish yourself. Upwork is obviously not working for you and there is no reason why you should waste your time here when you can do way better elsewhere.

 

 

 

-----------
"Where darkness shines like dazzling light"   โ€”William Ashbless

I would like to thank you for the reinfocement and the decent reply.

My score went down because I had a contract that stayed idle many times and, of course, UpWork closes those. 
So my client would open a new one, and again, the same story. For two freaking years.
I have never left a client. I want to do the work that I promised to do.
This was a huge project and I loved the work that I was doing.
I tend to do one job at a time, especially if it's a big project.

I "grew-up" with this platform and supported myself through university.
I was top-rated for years and years.
But, I guess, I should take your advice and look elsewhere.
Thanks.


Toshe A wrote:

I would like to thank you for the reinfocement and the decent reply.

My score went down because I had a contract that stayed idle many times and, of course, UpWork closes those. 


Sorry, but just for the record, this is not why your JSS sinked. Upwork doesn't close anything and any job that earns your money is good for your JSS, closed or not, with feedback or without. You would have to have a huge number of idle jobs and jobs closed without feedback for it to bring your JSS down significantly.

 

While profiles with few jobs are prone to big JSS changes (it stabilizes when you get more jobs), a 50% is an extreme low and there are probably other reasons, client evaluation being usually the main factor.

 

 

 

 

-----------
"Where darkness shines like dazzling light"   โ€”William Ashbless

I guess my client used his right to leave feedback. "Great!"
Can he leave feedback on all the contracts that he opened and were closed even tho no money were exchanged and contracts were closing down automatically?

Very naive on my side, after the first small milestones that were paid to me, all the next contracts were going idle because I was doing the work - last milestone, but there was always "one more thing to change", so the contract could never be closed and I could be paid.
I was promised long term collaboration - "after we finish this job".

But after countless hours, wasted time and many opened and closed contracts, I ditched him and got a "real job" to reset - mysel for awhile.

I'm aware that I have many contracts where there is no feedback as well.

I'm also aware that at the end of the day all of this is my fault, but I would really expect some sort of "safety-net" for long term freelancers that never had any problems or disputes. 

I had the luck to choose which jobs I would take.
I never had any problems like this before. 
I have been sending the final products to my clients always, and I always trusted that I would get paid.
I was always confused by people telling stories that the client ditched them, and they never got paid.
I loved UpWork cos of the mutural respect between freelancer-client.

No point in duscussing this further if there is simply no way to resolve this.
I'm just very dissapointed.



Toshe A wrote:

I guess my client used his right to leave feedback. "Great!"
Can he leave feedback on all the contracts that he opened and were closed even tho no money were exchanged and contracts were closing down automatically?


Clients can only leave feedback while closing the contract or up to 14 days after the freelancer closed the contract themselves. Contracts are not closed automatically.

 

Contracts fully refunded (for the record, not saying you refunded anything) have a huge negative impact on the JSS as do all contracts with zero earnings.

 

Contracts that earned money and that are left open or closed by the freelancer without any feedback from the client have a positive impact on one's JSS.

 

 

 

-----------
"Where darkness shines like dazzling light"   โ€”William Ashbless


Rene K wrote:

Contracts that earned money and that are left open or closed by the freelancer without any feedback from the client have a positive impact on one's JSS.

.....are neutral

I am of the opinion that you can still apply to jobs and try to build your score back up. I don't know that clients always see/notice your JSS when you send a proposal vs getting an invitation.

 

Your profile isn't public, so I don't know what you do, but I took a variety of random jobs when I started to build my JSS. Like I handwrote letters even though I'm a graphic designer. Are there not *any* quick/down and dirty jobs you could get to prop up your JSS?

 

If you don't apply, you will definitely NOT get work. If you do, who knows what might happen? You can always explain the JSS if you feel it's necessary.

Toshe, eventually the jobs that are hurting your JSS will fail out of the JSS calculation window. But if you're not doing any new jobs that might take two years, and you would then go back to having no JSS at all.

Rene is absolutely incorrect -- I've been told by an UW help .. "person" (trying to be nice) - that paid job with no feedback are harmful to my JSS.  She even suggested that I refund the amount I earned and ask the client to provide positive feedback.

 

So, what you are tell us here is false ---

 

Mark K. wrote:

Rene is absolutely incorrect -- I've been told by an UW help .. "person" (trying to be nice) - that paid job with no feedback are harmful to my JSS.  She even suggested that I refund the amount I earned and ask the client to provide positive feedback.

 

So, what you are tell us here is false ---

 

Mark, usually when people listen to Upwork CS instead of experienced freelancers, the next thing we see posted is "I did what CS told me to do and my JSS is destroyed!"

 

In fact, Upwork JUST announced that they would be making a change that would mean no payment contracts didn't hurt JSS if the client left positive feedback (sort of an absurdity, since the client has no basis for rating you) and that would take effect in March.


 


Tiffany S wrote:

In fact, Upwork JUST announced that they would be making a change that would mean no payment contracts didn't hurt JSS if the client left positive feedback (sort of an absurdity, since the client has no basis for rating you) and that would take effect in March.


 


Tiffany, where did you see that?


Up to now, contracts that were closed with nothing ever paid but positive private feedback have counted positively. (as opposed to those which were closed with no or poor private feedback)

 

It was my understanding that in future, those won't count at all (neutral). Contracts with nothing ever paid that were closed with no or poor private feedback will continue to count as negative factors.

 


Mark K wrote:

Rene is absolutely incorrect -- I've been told by an UW help .. "person" (trying to be nice) - that paid job with no feedback are harmful to my JSS.  She even suggested that I refund the amount I earned and ask the client to provide positive feedback.

 

So, what you are tell us here is false ---

 


No Mark, what this person from Upwork told you is not only incorrect, but if you do what they suggested, your JSS would take a hit.

 

Refunded contracts hit you hard.

 

If you want to know how JSS works, ask Petra. Not some CS agent that Upwork pays $3/hour.

 

 

-----------
"Where darkness shines like dazzling light"   โ€”William Ashbless

Rene,

Then I think it is time for me to close my account and start a new one -- since I have zero confidence in what anyone (including you) states about JSS. 

 

I know UW has a problem with JSS - and building a poor(er) reputation over it.

Added insult to freelancers like myself (who refuse to ask our clients to chunk up and churn our long-term projects for the sake of JSS) - is the mention that my JSS will GO DOWN after UW makes its fix.

 

Let's do this -- show me how to close my account - I'm done! 

Mark


Mark K wrote:

 

Then I think it is time for me to close my account and start a new one --

 You are not allowed to do that.

 


Mark K wrote:

 

Let's do this -- show me how to close my account - I'm done! 

 


If you want to close your account (and NOT start a new one) - Here is how to do it.

 

Edited to add: Upwork.... "R**h needs some training.

 

 

Hi Mark,

 

We'll try and locate the ticket you are referring to, review it and make sure proper coaching it done where necessary. Posting private messages and chat transcript isn't allowed in Upwork Community, so that portion of your comments has been removed.

 

I'd like to clarify a few things:

- Contracts without feedback do contribute to JSS but only if they constitute a significant portion of the freelancer's Work History.

- Long-term relationships benefit JSS.

- We have more information available about the upcoming change in JSS calculation here

- Finally, users can't create more than one freelancer account on Upwork even if previous accounts have been closed. 

~ Valeria
Upwork

Mark and Petra,

 

I have removed a number of your posts and replies from this thread as we don't allow interpersonal disputes here in the Community. I'd like to ask you to review the Community Guidelines and refrain from posting any content that would violate them.

 

We've also reviewed the correspondence in the support ticket. The agent correctly explained that a full refund can be issued if the freelancer does not want the contract to appear on their profile. Issuing a full refund on a contract removes the contract from the Work History and Feedback section of the freelancer's profile but the contract may still be included in the JSS calculation. 

 

A contract can be excluded from JSS if a Top Rated freelancer uses their perk. It also stops affecting JSS once it falls outside of a 6-, 12- or 24-month window that's used in the calculation.

 

~ Valeria
Upwork


Mark K wrote:

Rene is absolutely incorrect -- I've been told by an UW help .. "person" (trying to be nice) - that paid job with no feedback are harmful to my JSS.  She even suggested that I refund the amount I earned and ask the client to provide positive feedback.

 

So, what you are tell us here is false ---

 


You should report that CS person. Changing the star rating would have no effect on your private rating so a refund is pretty useless. 

Tonya, Im just waiting to see how many other supposed "community experts" refute your claim - and state the exact opposite!

Hi Mark,

 

Could you please send me a private message with more information along with the ticket number so that I can check?

 

Thank you.

~ Aleksandar
Upwork

Alexander,

No -- bc its a waste of time and effort - and will make not one shred of difference.  Do your job  - investigate it yourself. 

shazma-r
Member

My JSS dropped significantly last week from 83 to 76. I am unable to understand why because i had 3-4 jobs in progress and i have been getting work constantly with good feedback except for just 1 negative feedback. The only thing i did was to end the contract of the previous client who was didn't respond for a month almost and on this discussion forum, everyone recommended to close that myself as it will affect my JSS. Is it because i had 3-4 open contracts? i was working for those clients though job was in progress .

P.s i haven't received any job offer at all after my JSS dropped. I have been applying daily but no response at all. Is 76 a really bad JSS?


Shazma R wrote:

i have been getting work constantly with good feedback except for just 1 negative feedback.


That isn't true. You had several (4) "suboptimal" outcomes out of your 14 closed contracts, and that's just based on the public feedback.

 

When clients deduct stars for quality, especially, they usually also don't leave great private feedback.

 

Take a look at your "My Stats" page. What is the percentage for "Clients who would recommend me?" - which is the private feedback that those clients who gave you feedback left you. Sort of your "private JSS".

 


Shazma R wrote:

The only thing i did was to end the contract of the previous client who was didn't respond for a month almost and on this discussion forum, everyone recommended to close that myself as it will affect my JSS. Is it because i had 3-4 open contracts?


No. That has nothing to do with your JSS. Open contracts with money paid don't hurt your JSS. Even contracts with no money ever paid yet take at least 2 months before they have any impact.

 

It's because you have been getting poor private feedback.

 


Shazma R wrote:

Is 76 a really bad JSS?


Yes. It is.

 

We have seen worse, and have seen freelancers with a worse JSS recover and even becoe top rated, but you need to identify what is going wrong and fix it, or you will not recover from this. The common denominator on your feedback history is issues with the "quality" of your writing jobs. 

 

My guess would be that you overestimate your Writing and/or English skills.

 

 

 

 

Hi Petra, thanks for a detailed response. I have few questions from your reply;

-3 out of the 4 suboptimal feedback you mentioned were still there before my previous evaluation in which i JSS increased from 80 to 83%. 

 

-As you called 76 a bad JSS so what's the good JSS on average for Upwork to list me in suggestions to clients and for clients to offer the job?

 

-What is the good % for the "Clients who would recommend you" section? 

 

-Also, what are the laws of Upwork to protect Freelancers' right? A lot of clients exploit by asking for extra work or not providing the relevant information and we do it with the fear of bad rating? As the penalty effects more to freelancers than the clients.