Why did my JSS decrease?

[#1]

Job success score on Upwork drastically decreased from 100% to 60%

I am worried about my job success score on Upwork. It has drastically decreased from 100% to 60%, even though I have not received any negative reviews or cancellations on my profile. I am putting in my best efforts and maintaining my quality of service. Please review my profile and check if there are any miscalculations.

Recently, I ended two contracts myself because both contracts were completed, but the clients did not end them. I am concerned that this may have affected my job success score. One of the contracts was fixed price, and the other was hourly. Since the latter was inactive for a long time, I ended it and marked it as completed. Both contracts were completed, but the clients did not end them.

Could you please fix this issue and let me know if there is anything else I can do to improve my job success score?

[#2]

Hi Muhammad and James,

I'm sorry to hear about your score drops, but we're afraid that we won't be able to comment on an individual score or how specific contracts affect it. In general, your JSS can change because:

- You receive poor public or private feedback from one or more clients.

- You receive positive public or private feedback from one or more clients.

- A higher-value job is added to your score and outweighs lower-value jobs.

- Jobs you completed in the past are no longer considered because they are outside the score's time frame.

You can find more information under the "Why did my JSS change?" section in this article.

[#3]

Hi LuiggiR,

This is getting pretty bad for me.
My clients are not willing to give me work due to sudden.
Even Though it should have increased with such a positive feedback but it went down even before feedback.

I am not sure how to fix it.
I want to open a ticket so, Upwork can investigate this issue further.
Please help me with this problem.
I cannot get jobs due to sudden change. I only ended contract and this happend to me.

[#4]

Hi, 

I have some problem with Job Success Score.

I have 2 feedback from client in this week.
One is only 5 stars, one is 5 stars and good feedback.
By the way, My JSS is dropped from 82% ~ 64%.
I hope to know what is the reason and also how to fix this issue.
Thank you for your help.

Artem

[#5]

You dont know private feedback (xx\10) and unable to check it. Sometime unhappy client can leave good public but bad private.

[#6]

I had a 5-star rating, 100% job success, and Top-rated plus. 
A month ago I had a dispute with my client. He gave me a bad review. With that, I lost my rank and JSS. But I connected with the support team. They removed the bad view. 
So I got my rank back but my JSS is not revised. 

Before dispute. it was 100%. After the dispute review, it became 81%. After removing the bad review it raised to 90% but not back to 100%. 

[#7]

When I ended my last contract my JSS Automatically fell from 87% to 63% even before my Client gave feedback.
I asked my last client to give me feedback.
The score did not even changed even After getting postive feedback please help me.

I need to open ticket on this issue.

I Need upwork support to investigate this issue.

I am really stucked due to this ranking fell down.

[#8]

It sounds like you're experiencing a significant and unexpected drop in your Job Success Score (JSS) on Upwork, which is understandably concerning. Your JSS can be affected by a variety of factors, not only client feedback but also private feedback, long-term contracts, contracts without activity, and jobs that do not end with any feedback, among others.

Unfortunately, I cannot directly open a support ticket for you, but I can guide you through the process:

1. Go to the Upwork Help Center: Access the Upwork Help Center from your web browser. You don't need to be logged into the app for this.

2. Contact Support: Once there, look for a way to contact support. This might be through a "Get Help" section or a "Contact Support" button at the bottom of the help articles.

3. Describe Your Issue: When creating the ticket, be as detailed as possible. Explain the sudden drop in JSS, note that it occurred before receiving new feedback, and state that the score did not change after receiving positive feedback.

4. Request Further Action: Clearly state that you would like the Upwork support team to investigate this issue with your JSS as it's impacting your ability to find work.

5. Submit the Support Ticket: Once you have described your issue, submit the ticket. You should receive an automatic confirmation email that your request has been received.

If you cannot find a way to submit a ticket:

• Try asking the chatbot for "human help" or "talk to an agent" to try to get through to a real person.
• Visit the community forum and look for advice on how to contact support, or post about your issue there where Upworkers or moderators may assist.
• If the online methods don’t work, try reaching out to Upwork via their social media accounts, like Twitter or Facebook, for assistance.

Meanwhile, keep an eye on your email and your Upwork notifications for responses from Upwork's support team.

[#9]

No need to open ticket. You will receive default template about "very sectret JSS calculation" with link for ToS. Thats all.

[#10]

My job success score was 100% but recently one of my project that was active but client was not active for almost an year and i could not move forward with project then upwork automatically closed that project due to inactivity. The inactivity was from client side. But it has affected my success score to 97% why? it should not affect my profile as it was delay from client side and have screenshots for that in chat too

[#11]

Hi Muhammad,

I'm sorry to hear about your score drop, but I'm afraid we won't be able to comment on someone's score or how specific contracts affect it. In general, your JSS can change because:

- You receive poor public or private feedback from one or more clients.

- You receive positive public or private feedback from one or more clients.

- A higher-value job is added to your score and outweighs lower-value jobs.

- Jobs you completed in the past are no longer considered because they are outside the score's time frame.

You can find more information under the "Why did my JSS change?" section in this article.

[#12]

Hello upwork calculate JSS every 2 weeks and recently my JSS was 94% and in last 2 weeks i get 5-6 five star reviews but still today after 2 weeks my jss dropped from 94% to 90% i think there is mistake in calculation please upwork can you help me check my recent activity i got 5 star positive reviews i have attached my profile image and recent feedback images from clients please help i am very depressed about it this is my only source of income 😭😭

[#13]

Hi Nouman,

I'm sorry to hear about your score drop. I'm afraid that we can't comment on how specific contracts affect it. Many factors go into your JSS calculation, including public and private feedback given when the contract is closed, the dollar weight of the contract, etc. We won't be able to share information about any specific feedback, but you can check the explanation of how your score is calculated here.

[#14]

I have one job which is $660 and client gave me 5 star reviews then why my JSS drops it should increase after this 

[#15]

Same situation!

[#16]

Hello fellow Upwork community members,

I hope everyone is doing well. I'm reaching out to seek some guidance and advice regarding a recent development with my Upwork profile. I recently noticed a significant decrease in my Job Success Score, dropping from a solid 90% to 79%.

Maintaining a high Job Success Score is essential for freelancers like us, as it reflects our reliability and professionalism to potential clients.

Also the clients I have been working are really bad they do not have proper conversation first and then they give poor rating, in my case**Edited for Community Guidelines**is the client. He has been far for so long and gave me bad rating.

Furthermore, I plan to reach out to Upwork support to request a reassessment of my Job Success Score and to understand the specific areas where I can improve. If anyone has any tips or suggestions on how to approach this matter effectively, I would be grateful for your input.

Thank you all in advance for your help and support. Let's continue to share our experiences and knowledge to help each other succeed on Upwork.

Best regards,

Jasmeet Saini

**Edited for Community Guidelines**

[#17]

I will advice you how to save time: accept it as is and move forward. Upwork wont recalculate your JSS, wont remove feedback and even wont review that. 

And another advice: never disturb clients like you did in chat. Client away - ok, take care about other tasks. Or work with hourly contract where your waiting will be paid.

[#18]

Hi everyone! I just completed my two first job here with 5 & 4.8 stars, the communications and projects with the clients were good, no problem at all. Recently I found out my first JSS is 50%.

I got an offer of a client, then Upwork block the client due to Terms of Service violations and instantly end the contract. If this case affect my JSS, can anybody help me to fix this since there's nothing to do on my part? According to Upwork, they are putting more emphasis on public feedback. How can I continue in this platform if I'm starting out with this number?

Thanks,
Thea

[#19]

Last case wont affect your JSS, dont worry. Only accepted contracts with feedbacks will affect. Unacepted\expired\canceled offers wont.

[#20]

Hi Mykola, I tried to contact Upwork support couple times, but only receive JSS basics template. Have no idea what else I can do regarding this

[#21]

Thats all. Upwork will never share real calculation or JSS details. Only useless templates. Of course you can found same in ToS yourself. Sorry, but as-is.

[#22]

Hi.
Yesterday I noticed that my JSS suddenly dropped from a perfect 100% to 94%.
We have received great reviews from my customers and no jobs have been cancelled.
Can anyone explain why my JSS lowered?
Thank you.

[#23]

A couple of days ago, my JSS was at 100%. However, when I checked my profile yesterday, it had dropped to 80%. I am completely puzzled by this sudden change, as I have never received negative feedback from any client. Currently, I have one job in progress. Could someone please explain what might be happening?

Best,

Vishal

[#24]

---

 wrote: 

A couple of days ago, my JSS was at 100%. However, when I checked my profile yesterday, it had dropped to 80%. I am completely puzzled by this sudden change, as I have never received negative feedback from any client. Currently, I have one job in progress. Could someone please explain what might be happening? 

Best,

Vishal

---

Your Job Success Score (JSS) on Upwork can drop for several reasons, even if you haven’t received any negative feedback recently. It could be due to private feedback, a good outcome falling out of the calculation window, or inactive contracts. To improve it, focus on completing more jobs with positive outcomes.

[#25]

In my Contract ID 34479351, I received a 4.6 star rating from the client on April 23. However, by April 29, my Job Success Score (JSS) had dropped from 100% to 87%. I reached out to the client to inquire about the reason for the rating and we discussed the matter. As a result, the client agreed to update the rating to 5 stars on April 30. Despite this update, my JSS has remained at 87% as of May 13. Can someone explain why this is the case?

[#26]

Hi Saad,

I'm sorry to hear about your score drop. I want to clarify that when you enable clients to change their feedback, they can only update their public one; any private feedback they left on the contract can't be changed.

That said, we won't be able to comment on someone's individual score or how specific contracts affect it. In general, your JSS can change because:

- You receive poor public or private feedback from one or more clients.

- You receive positive public or private feedback from one or more clients.

- A higher-value job is added to your score and outweighs lower-value jobs.

- Jobs you completed in the past are no longer considered because they are outside the score's time frame.

You can find more information under the "Why did my JSS change?" section in this article.