JSS

[Petra R]

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@Vasja S wrote:

What's even worse, someone from Upwork support tried to convince me that everything is fine with my profile after they obviously updated my profile stats and fixed the bug showing two different job success scores - 89% was shown on the profile and 100% was shown in my profile stats.

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 That is normal, they update at different times, it is like that every week, there is a lag of up to 3 hours during which the JSS looks different between the profile and the My Stats page.

[Vasja S]

Hi Petra,

Thanks for your answer. 

Yes, I understand now there's a difference between these two, but I still have absolutely no idea why did my JSS drop from 100% to 89% when there's no apparent reason for that. Upwork support staff even reviewed my complain and explained their last score calculation like this:

"With regards to your score, this is what we are seeing currently: you have 21 outcomes in the past 2 years. 82% of your outcomes have been good, including positive private and public feedback, rehires or long-term relationships. - Of your contracts with feedback, you received good feedback 82% of the time. - 18% of your outcomes were bad due to poor feedback, no earnings, disputes, refunds or customer complaints. Your Job Success Score calculated over 2 years is 89%, over 1 year is 89%, over 6 months is 100%. We give you your highest score".

After I received this e-mail my next question was:

"If my JSS over last six months is 100%, I still don't understand why it's currently showing 89% percent on my profile, and 100% in the profile stats window? Which one of these two scores is my real score at the moment?" and this was the reply: "Hi Vasja, Your real JSS score as of the moment is 100% as we always give you your highest score."

Since my profile was still showing 89% JSS, I submitted another ticket and someone else from support team told me that my JSS is indeed 89% without any further explanations. I still have no idea why did this happen. I'm not trying to find a solution, 'cause there obviously isn't any, I just can't believe what's going on. Very dissapointing.

[Rene K]

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@Vasja S wrote:

my JSS is indeed 89% 

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Click here: https://www.upwork.com/my-stats/

What does Clients who would recommend you say?

[Vasja S]

Hi Rene,

It says that 74% of clients would recommend me, but this percentage has been the same for some time now. It was 71% until a few of my most recent projects were completed successfully. 

[Rene K]

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@Vasja S wrote:

Hi Rene,

It says that 74% of clients would recommend me, but this percentage has been the same for some time now. It was 71% until a few of my most recent projects were completed successfully. 

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Okay, that means that one out of four of your clients left unhappy. That's a lot. Maybe you need to think and try to identify the issue and what you can do to be even better.

[Petra R]

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@Vasja S wrote:

Since my profile was still showing 89% JSS, I submitted another ticket and someone else from support team told me that my JSS is indeed 89% without any further explanations. I still have no idea why did this happen.

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 Private feedback, most likely. I even have a strong suspiion whih one.

How many contracts ended during the last 2 weeks?

Do you have a contract that started more than a couple of months ago and you never earned anything under yet?

[Vasja S]

Once again Petra R comes to the rescue Thank you.

There was one contract I had to end a few days ago because the client was suspended. You might remember that case from a few weeks ago, since you were the one who told me he was most likely suspended because he was hiring freelancers to write Amazon reviews. I wrote a screenplay review and had no idea what is it for, then the client got suspended but he probably paid before that happened, so I got my money as I hoped. I didn't end the contract because it was the first time my client was suspended, so I waited for some kind of confirmation from Upwork. After 10-15 days I decided to end the contract and, of course, I didn't get any feedback for it, although the client was satisfied with my work and even wanted me to do another review.

There's also a long term project I've been working on since October 2018, and we had two milestones. I should get paid at least twice a month for my work, but the client has been a little slow. Still, they paid two milestones so far, so I don't see the problem with this contract and I doubt they left me some kind of negative private feedback because we're communicating all the time and they seem quite satisfied.

[Petra R]

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@Vasja S wrote:

There was one contract I had to end a few days ago because the client was suspended.

There's also a long term project I've been working on since October 2018, and we had two milestones. I should get paid at least twice a month for my work, but the client has been a little slow. Still, they paid two milestones so far,

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 Feedback from clients who are suspended should be excluded from the JSS calculation so No, that's not it.

Contracts that had money paid on them don't hurt you, open or closed without feedback, unless you have loads of those.

Did another contract end since the 23d of December? I am looking at one I suspect may have left poor private feedback.

[Vasja S]

No, there are no other contracts that ended after the 23rd of December. Apart from the active long term project I told you about, there's just one more active contract that started on December 30th 2018 as a test job. I was paid for one hour of my Upwork time to polish the script, and then both the client and myself should decide whether we want to continue our collaboration. I wrote and submitted the script like we agreed, and I've been waiting for the client to reply to my message since Wednesday (January 2nd). 

[Tonya P]

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@Vasja S wrote:

Hi Petra,

Thanks for your answer. 

Yes, I understand now there's a difference between these two, but I still have absolutely no idea why did my JSS drop from 100% to 89% when there's no apparent reason for that. Upwork support staff even reviewed my complain and explained their last score calculation like this:

"With regards to your score, this is what we are seeing currently: you have 21 outcomes in the past 2 years. 82% of your outcomes have been good, including positive private and public feedback, rehires or long-term relationships. - Of your contracts with feedback, you received good feedback 82% of the time. - 18% of your outcomes were bad due to poor feedback, no earnings, disputes, refunds or customer complaints. Your Job Success Score calculated over 2 years is 89%, over 1 year is 89%, over 6 months is 100%. We give you your highest score".

After I received this e-mail my next question was:

"If my JSS over last six months is 100%, I still don't understand why it's currently showing 89% percent on my profile, and 100% in the profile stats window? Which one of these two scores is my real score at the moment?" and this was the reply: "Hi Vasja, Your real JSS score as of the moment is 100% as we always give you your highest score."

Since my profile was still showing 89% JSS, I submitted another ticket and someone else from support team told me that my JSS is indeed 89% without any further explanations. I still have no idea why did this happen. I'm not trying to find a solution, 'cause there obviously isn't any, I just can't believe what's going on. Very dissapointing.

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If 18% of your outcomes weren't good and only 3/4 of your clients would recommend you, perhaps the better question would be why your JSS was 100% before? It's possible to achieve a 100% JSS without achieving perfection in every score, but the lower your numbers get in any one area the less likely it is to hit 100%. That only makes sense. One of your 5-star jobs would have fallen out of the 24-month calculation window after September--that's a small factor but could affect the total. Did your long-term client percentage drop also?