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My JSS dropped to 88% without apparent reason

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Active Member
Gemma C Member Since: Feb 15, 2017
1 of 16

Hi! I have a 100% success rate from my clients' reviews, but today my Job Success Score abruptly dropped to 88%. Despite the fact I didn't know this could cause a "penalty" until today, I think it could be for some old open "dead" contract (on one occasion, I have finished the job but the client forgot to close, on the other one the client has almost disappeared and the contract remained there). I closed these contract now, but my rate is still 88%  Smiley Sad
Working with this score is really hard, especially in content writing field: will it return normal soon, in your opinion?
Thank you for your time and advices Smiley Happy

Community Guru
Petra R Member Since: Aug 3, 2011
2 of 16

Gemma C wrote:

Hi! I have a 100% success rate from my clients' reviews, but today my Job Success Score abruptly dropped to 88%.


It didn't drop today. It is only updated once every two weeks, on a Sunday. It will update again this coming Sunday.

 


Gemma C wrote:

 Despite the fact I didn't know this could cause a "penalty" until today, I think it could be for some old open "dead" contract


They have no effect provided money was paid under such a contract (!! very important) and you do not have an insane percentage of such contracts, which you don't.

 


Gemma C wrote:

I closed these contract now, but my rate is still 88%  Smiley Sad


It would not make any difference, and the next update is not until Sunday anyway, so even if it did have an effect, it would not become visible until Sunday.

 

Unless there is a contract that has been open for more than 2+ months with nothing ever paid under it, or you had a cancelled or fully refunded contract (The algorithm hates contracts with no money ever paid, open for a long time or closed), it is far more likely that you had not-so-great private feedback on one of your contracts.

Active Member
Gemma C Member Since: Feb 15, 2017
3 of 16

Thank you for your fast answer. I'm quite new on Upwork, and I ignore some stuff.
Actually, I have a couple of contracts open from two months (more or less) without any money transactions. Maybe it could be this.
What do you mean with "private feedback"? The only feedback I know about it's the 5-stars feedback + review. I read accurately the rules several months ago but I don't remember. 

It seems quite strange to me because I really have had a nice and positive relationship with my client until now...
Thank you again.

Community Guru
Robin H Member Since: May 28, 2019
4 of 16

I reviewed your profile.  The lower JSS is caused by less-than-perfect private feedback.  I would guess it came from the clients who give you 5 stars but no written feedback.  

Active Member
Gemma C Member Since: Feb 15, 2017
5 of 16

Oh! So if someone doesn't write feedback I can lose reputation like this? Smiley Sad

Community Guru
Robin H Member Since: May 28, 2019
6 of 16

Gemma C wrote:

Oh! So if someone doesn't write feedback I can lose reputation like this? Smiley Sad


No.  Having no written feedback will not have a negative effect on your JSS.  I'm guessing they clicked on 5 stars but were not 100% satisfied.  Everything else on your profile wouldn't cause your JSS to drop this much.

Active Member
Gemma C Member Since: Feb 15, 2017
7 of 16

But, in this case, what's the sense of this system?
I don't know where and when I made a mistake. I see only 5-stars reviews, nobody told me about its lack of satisfaction... I would like to know who and why mainly to improve and understand Smiley Sad
When I give feedback to the client, there isn't something "secret", I'm right?
Sorry if I insist, and thank you for your kindness, I just want to know better the system Smiley Happy

Community Guru
Robin H Member Since: May 28, 2019
BEST ANSWER
8 of 16

Gemma C wrote:

But, in this case, what's the sense of this system?
I don't know where and when I made a mistake. I see only 5-stars reviews, nobody told me about its lack of satisfaction... I would like to know who and why mainly to improve and understand Smiley Sad
When I give feedback to the client, there isn't something "secret", I'm right?
Sorry if I insist, and thank you for your kindness, I just want to know better the system Smiley Happy


There's a ton of chatter on the community about the pro's and con's of private feedback and I urge you to read through some posts if you're concerned.  

 

You will never know who gives you poor private feedback.  Then it wouldn't be private. You can just try your best on every projects - communication, deliverable, attitude, etc.  

Active Member
Gemma C Member Since: Feb 15, 2017
9 of 16

Ok, Thank you so much. You have been so kind and precise.
I ignored this fact of private feedback, It sounds strange to me because I had really good communication and relationship with my clients until now. Nobody ever complained.
I hope the drop was caused by the "dead" contract on my profile (I closed them this morning) and not because lack of client satisfation.
Have a nice evening Smiley Happy

Active Member
Gemma C Member Since: Feb 15, 2017
10 of 16

Sorry If I bother you, one last question: I have checked on my stats the "client who would recommend you" line and the score is 100%.
It's still possible a bad private feedback, in your opinion?
Thanks a lot again.

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