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ziko87
Member

Question about Job Success score caculation

Hi community,

This is my first post here and am not sure if this is the right place to ask such question, please let me know.

My question is about Job Success score calculation, I'm relatively new in upwork (4 months), I had 100% in the JSS when it has first appeared, and since then, it didn't change until this update (today 03/04/2016). Before the last update I had 7 contracts with feedback (all of them 5 stars in the public feedback, and also the private feedback, I had 100% in "Clients who would recommend you") responded all invitations in less than 24h, never had a dispute or gave a refund, the situation seems perfect so far. During the last two weeks, I had 5 more contracts 3/5 finished perfectly so nothing changed in the stats, 1/5 finished with 5 starts the the public feedback, but I assume the client gave me 0/10 in the private feedback (I guess that because in my stats page, "Clients who would recommend you" went down from 100% to 91%, and 10/11 = 91% ). So up to now, 11/11 contracts with 5 stars in the public feedback and 10/11 = 91% in the private feedback. In the 12th contract, I had my first dispute and this contract seems not to be counted in the above calculation. I know it's not the way thy calculate JSS, but between the public and the private feedback 11/11=100% and 10/11=91% , the average is around 96%. With only one dispute and one refund (the contract finished successfully), does it seem logic that the JSS became 88% ? It's really frustrating, I lost my top rated status !

Note : The dispute has not been resolved yet by upwork (I don't know if it counts wheter you win or loose the dispute)

Please let me know if there's a better explanation.

Thank you in advance.
Zak,

14 REPLIES 14
prestonhunter
Member

re: "With only one dispute and one refund (the contract finished successfully), does it seem logic that the JSS became 88%"

 

Yes, this seems logical to me.

 

Upwork does not like full-refund could contracts. These represent loss of money for Upwork.

Upwork does not like disputes. These represent loss of good will among their customer base, and an expenditure of resources, instead of them collecting money.

 

It makes sense to me that Job Success Score calculations would be set up to reward contractor behavior that enhances Upwork revenue and penalizes behavior that diminishes revenue. Regardless of any public pronouncements, one has to assume that the Job Success Score is designed to enhance Upwork revenue.

ziko87
Member

Thank you Preston and Olga,


I didn't give a full refund, just 20% and it's me who proposed the refund. We had a milestone for test (collected 70% emails from given sites) I told the client that for the whole exercise I don't promise 70%, maybe more or less. So I could collect around 60%, the client seemed unsatisfied although I applied exactly what we agreed, so I refunded him 20%. This was a way to keep client satisfaction but I didn't know that refund negatively affects the JSS, now I realize it's a stupid action I took. Of course I won't do it again, but regarding the dispute, It was really inevitable, I have tried my best to avoid it but the client wanted my three days work without paying. If the feedback worths 96%, it's really too much to loose 8% for one dispute and one refund !

Thank you for your post Olga,

 

My refund was in a successful contract and perfect public and privaite feedback. So with this new information, the only remaining issue is the dispute, which cost 8% ....

 

In all my experience and reading, a twenty percent refund will have no negative repercussions at all.

 

Completely zero-pay contracts are the problem, and as Olga pointed out, a single incident shouldn't impact Job Success Score.

I may wrongly explained the refund. Actually It was not a refund after payment, but I offered that before the client paid the milestone, so he only paid 80%. When he closed the contract, upwork asked me "client has requested return of funds from escrow" so I accepted. Does this differ from a refund? so it negatively may affect the JSS?

Granting a client the request for (partial) return from escrow has no impact on the JSS as long as the job was marked completed successfully by the client and good private feedback was given.

 

How do you know your private feedback was perfect? Anything below 9 in the "How likely would you recommend this freelancer?" question Upwork views as not so perfect.

 

EDIT to add:

The fewer jobs you have, the more your score bounces around, unless you've been with the platform for a longer time and have the 12/24 month window to back you up. E.g. I recently got a lowest possible feedback from a client (they ended up annoying me and I chose to ignore them), still I 'only' lost 5 points. Making up for one bad/not so good rating takes at least a handful of perfect ones though.

I think Job Success is a random calculator I was top rated freelancer with job sucess if 97% and now without any apparent reason its now 85%. 


@Hassan K wrote:

I think Job Success is a random calculator I was top rated freelancer with job sucess if 97% and now without any apparent reason its now 85%. 


You forgot to mention that 2.20 feedback you got last July, all the job with no feedback and the open jobs that are just sitting there ...not closed. All of these things affect your JSS so I'd say your JSS score is correct. 

Wow Jean this job was still there when I was at 97% Job success. Secondly, it was a small project of 85$ only. If you go through my project in detail you will see that I have been part of big projects too with possitive rating. I think upwork should devise a more consistent way for job success scoring.  

Thank you Sandra for your replay.

I'm new on upwork (4 months) I have no 12 or 24 month history to be taken, so it's the 6 months window, which means all my current feedback. I knew the private feedback from my stats page "Clients who would recommend you". I've been supervising it each day and I've always had 100%, until my 11th contract, the Job didn't go perfectly and even the client gave me 5 stars in the public feedback, the day after I saw the "Clients who would recommend you" percentage went down form 100% to 91% (I made the calculation 10*10/10 + 0*10/10= 91%) which means the client gave me 0/10 in the private feedback.

Zakaria,

 

your calculation sounds right, but at the same time I wondering if it isn't coincidence because the recommendation rate isn't actually updated with every JSS update, but only every now and so often (to 'prevent' the ability to calculate an individual client's exact rating).

 

There are threads about this somewhere in the forum, also on how different recommendation scores have different impacts, if you're interested in the finer details.

 

In my opinion it boils down to this: The recommendation rating is Upwork's favorite meassurement tool. With it they get to spot their favorite kind of freelancers: Freelancers who apply to jobs that are well suitable for them by clients whom they spotted to be good clients, so there won't be any bumps along the way, but a probability for repeat business and even the possibility of additional business through recommendations.

 

 

Thank you once again Sandra for your valuable replay. You're right about the idea they don't update the "Clients who would recommend you" after every contract, but I'm quite sure about the client who gave me 0/10. I had 7 projects with 100% , and had 5 contracts in progress, but once the one I'm talking about finished, the day after the rate became 88% (7*10/10 + 0*10/10)/8= 87.5=88% ... I believe they update it every two or three contracts, but since all was 100% , it was easy to recognize which one is not 100%. After few days, I successfully finished 3 more contracts all with perfect client satisfaction and the rate became 91%, so I recalculated according to the new data, and it's (10*10/10 + 0*10/10)/11 = 90.90= 91% .

This was very bad experience, I lost few hours with a client and to made him understand that it's impossible to automate a given process, he paid me 25$, and destroyed my reputation...

After all, with the simulation above if we assume the the public and private feedback are 50%/50% the JSS must be 96%, but since I had a dispute, I think it's the event that changed the JSS to 88%.

BTW, disputes are counted once they're filed or after resolving them? in my case it's not resolved yet.


@Zakaria C wrote:



BTW, disputes are counted once they're filed or after resolving them? in my case it's not resolved yet.


 Not sure but after I believe. But even it is resolved in your favor it will still be counted as a dispute.

 

I suggest all new freelancers and Elaner people read the blog post about the JSS and what can and cannot affect you.