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 LuiggiR,

Thanks for your reply. Maybe it is from private feedback. As I was a Top Rated Plus freelancer, can I remove this contract score from my JSS calculation? If yes, does it also remove the private score as well?

[#3]

Hello everyone,

As a result of my long efforts, I was top rated. I had a technical problem while delivering a job and could not deliver it on time. However, I explained this to my client and he said that there would be no problem anyway. In fact, after he delivered the job, he left me this feedback with 5 stars: "Umut did a good job delivering the data. I would work with him again anytime, thank you."

It all started from here and my JSS dropped to 75 percent and I lost my top rated badge.

I wrote to support today as I was upset and thought that this whole situation was due to my inability to deliver the work on the day. She told me that the reason why my job success score rate decreased was because some clients gave 5 stars and positive comments publicly, but made private evaluations and made negative comments.

I think feedback should be transparent. Yes, I may have less work, but I got 5 stars from all of them and my clients continue to send me work again. Here is my profile: https://www.upwork.com/freelancers/~01bcd0634176598a84 For me, feedback should be a light for us to improve ourselves as freelancers. Because criticism helps progress.

If these feedbacks are given privately and our account can be affected by them, where is the transparency in this case? And how fair is that?

I'm wondering what you think about this subject. Is there anyone else like me going through this?

[#4]

I agree, feedback should be transparent. No. Feedback must be transparent.

You have 2 weeks after badge gone to remove feedback with your Toprated perk. If you know for sure which one dropped your JSS.

[#5]

I spent those 2 weeks because I couldn't guess that the problem was caused by this. Because I thought the problem was entirely the late delivery of the project. However, when I chat with support today, I learned the real reason. Still, I'm waiting for a solution on this issue.

[#6]

For future: late delivery, broken deadlines, refunds wont affect that (i saw no cases). Only feedbacks.

[#7]

Your top-rated status seems to be followed by flying nerves, although positive feedback from customers has diminished. Transparency in feedback is really important to processes. It might be helpful to advocate for greater transparency of Upwork's back policy to ensure fairness to freelancers like us.

[#8]

my job success score rate decreased was because some clients gave 5 stars and positive comments publicly, but made private evaluations and made negative comments.

Exactly what you might expect from gossip columns. Below amateur. 

Certainly not something one would expect from a company that boasts having clients in the Fortune 500.

Every job I have had, even the military, always allowed me to see the evalutations.

Upwork is promoting dishonesty, and two-faced customers: One side of the mouth - 5 Stars.

The other side of the mouth comes belittling, deraragory, malicious gossip. Probably for laughs at their board meetings. 

[#9]

100% correct. And they wrap it in infallible, smug sanctimony. It's a deeply flawed system.

[#10]

Hello,
I had a problem with my agency's JSS. It dropped from 86% to 38%. I know this score is calculated through reviews but I didn't have any new reviews nor clients. Can you provide me with some information about what happened?

[#11]

Old good reviews gone from calculation window. Current bad reviews increased weight.

Just as option. Noone will tell you truth.

[#12]

Hello,
My latest job  with the client has changed, he has concluded the contract with negative feedback and rating. The client has agreed to remove the negative feedback and the negative rating. Now he has a better understanding of the time required to finish his project. Also, now he wants to resume the contract. Please revise my JSS since he has been trying to restart the contract he terminated or please advise on how to remove this bad JSS immediately with the same client. Also, please advise how to reopen contract.

[#13 · Accepted solution]

Hi Muhammad,

Thank you for your message. Your Job Success Score can change for a number of reasons, even without recent activity. Your best JSS score will be displayed based on the rolling windows when it is calculated. Sometimes, new contracts are added that impact your JSS. Other times, old activity is aged out.

For example, a contract will no longer count in your six-month JSS window once it is six months and one day old.

Your JSS can change because:

• You’ve received poor public or private feedback from one or more clients
• You’ve received very positive public or private feedback from one or more clients
• A higher-value job is added to your JSS and it outweighs lower-value jobs
• Past jobs are no longer considered because they fall outside the time frame

[#14]

Hello Luiggi,

Do you mean that receiving a "very" positive feedback will decrease the JSS ?

Because I don't think that my client left me private bad feedback, I got better rate in the last contract and he started a new full-time contract with me.

I worked very hard to get back my top rated badge, so how to know the reason why I lost it so easily.

Thank you for reading

Regards

[#15]

Hi

Can you answer me please, I am sure that my client didn't left me poor feedback in private, he started new contracts with me and he gave me 5 stars in the last contracts, something must be wrong, and I protest against that

Thank you

[#16]

how did you protest?

[#17]

My client gave me one-star feedback and then after our communication, he updated it to 5 stars within 3 hours and ever rehired me but now 17 days passed and I can see one star on my profile and My JSS is down to 65% from 100. Why 5 stars are not showing on my profile and why JSS is down?

[#18]

Hi Asif,

We’ve escalated your community post to a support ticket. One of our agents will be in touch with you soon to assist.

[#19]

Hello
Why did my profile go down from 100% to 85%?

[#20]

Dear Upwork Support Team,

My Job Success Score went from 100 to 94. My recent client actually rated me good with nice feedback. We just had a miscommunication about the job role/description, not because of poor performance or unsatisfactory. PLEASE REVIEW THIS AND CHECK OUR MESSAGES IN UPWORK, AND OUR FEEDBACK FROM EACH OTHER. Fix my Job Success Score

[#21]

hi luiggiR, I am also having the same issues, can you please have a look at my profile,

thanks,

Hilarious !!!… JSS Decreased on a 5 star rating….!!! 

[#22]

Hello Ijaz,

I am stepping in for Luiggi. I’m sorry to hear about your score drop, but we're afraid that we won't be able to comment on an individual score or how specific contracts affect it. Factors such as private and public feedback, the dollar weight of the projects you've completed, and the long-term relationships with your clients can have an impact on your overall score. You may want to check this article to learn more.

[#23]

Hi, i have a query regarding my Job success score. So basically i got two bad reviews out ot 50 completed projects and whenever I got a bad review my JSS would instantly fall however a good review is not affecting or improving my jss . please tell me the reason behnd this problem and ow can this be solved.

[#24]

I, like most of you, freelane across many sites (upwork, Guru, Indeed, etc.). I, my fault, did not realize Upwork had a JSS. I did 3 jobs on Upwork and clients did or did not leave a rating. About two months ago I realized I was not winning bids on Upwork, that's when I found my JSS. I contacted previous clients and explained how Upwork rates freelancers and, to the one, each gave me a 5.0. Yet today, following a recalculation of the JSS on 5/22/24, myJSS is still 75%!

I'm frustrated and uncertain how to proceed. My resume shows all the sites I work from and I expect potential clients to "check me out". I don't want to dump and expunge Upwork from my work sites, I want my job success accurately reflected.

Has anyone found a real, workable solution to this problem? Upwork claims the JSS does not rate the freelancer just his success at freelancing, that's nuts! If your JSS drops below 90% you're most likely done on Upwork.

[#25]

Keep collect more good feedbacks.

Client also able to leave private feedbacks. Look like you received an 7\10. Be sure that client will give not so good private feedback after you asking for good feedback.

[#26]

You stated "...you received a 7/10". Where did you get this? I can't find
it on my account. This is the problem --- all kinds of hidden stats not
readily available to the freelancer. It makes no sense to rate a person on
hidden stats!