"Clients who would recommend" + JSS keeps dropping

[sreyasi_31]

Hi, sorry to start yet another "Clients who would recommend" thread (I went through the help articles + other related threads), but I can't seem to figure out why my client recommendation % keeps dropping inspite of very positive outcomes (not just ratings and reviews but also personal conversation and subsequent rehires) for projects. 

I'm also unsure whether the recommendation % will affect my JSS (saw conflicting responses in a previous thread where someone's client recommendation % was 74% but their JSS was 100%). 

Essentially, my JSS went from 100% to 88% after one 3.8 star feedback, and has steadily kept dropping inspite of positive public outcomes of projects (no disatisfaction expressed by clients on chat either and work usuallyapproved after a round of edits, etc.).

Trying to do my best by submitting work on or before time and ensuring  complete satisfaction by asking for inputs (if any) to improve. I'd say I have an amicable relationship with all my clients (open or closed) contracts and am worried about the recommendation % + slipping JSS. 

What I basically want to know is:

1. Does the client recommendation % affect my JSS?

2. Any clarity about the slipping JSS inspite of subsequent positive outcomes after an averagish feedback.

Any suggestions for improvement + clarity on the situation would be great. 

Thank you! 🙂

[petra_r · Accepted solution]

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wrote:

1. Does the client recommendation % affect my JSS?

2. Any clarity about the slipping JSS inspite of subsequent positive outcomes after an averagish feedback.

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 Private feedback heavily (if not even entirely) affects your JSS, "Clients who would recommend" *IS* private feedback, and if it is dropping you are getting poor private feedback.

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@sreyasi_31

I'm also unsure whether the recommendation % will affect my JSS (saw conflicting responses in a previous thread where someone's client recommendation % was 74% but their JSS was 100%). 

Essentially, my JSS went from 100% to 88% after one 3.8 star feedback, and has steadily kept dropping inspite of positive public outcomes of projects (no disatisfaction expressed by clients on chat either and work usuallyapproved after a round of edits, etc.).

Trying to do my best by submitting work on or before time and ensuring  complete satisfaction by asking for inputs (if any) to improve. I'd say I have an amicable relationship with all my clients (open or closed) contracts and am worried about the recommendation % + slipping JSS. 

What I basically want to know is:

1. Does the client recommendation % affect my JSS?

2. Any clarity about the slipping JSS inspite of subsequent positive outcomes after an averagish feedback.

Any suggestions for improvement + clarity on the situation would be great. 

Thank you! 🙂

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 The CR percentage is over the lifetime of the profile. The JSS is over the last 6, 12 or 24 months only.

So someone can have a 74% CR percentage overall, but if the last few jobs have gone well the JSS is higher because it will be calculated on the 6 month window.

[sreyasi_31]

Thanks for your quick response, Petra. 🙂

I'm just unable to figure out the discrepancy between public and private feedback. My recent "clients who would recommend" % drop happened after a client closed a contract yesterday with a 5 star rating and the following review: " Will definitely recommend and work with Sreyasi again."  The client also told me they'd have a project for me again soon. 

I was happy because this meant that my JSS would get the (much needed) boost after the next refresh. But currently dreading the JSS update after my stats refreshed. 

Is there a calculation weightage (feedback vs number of contracts) that's affecting this? Is there anything I can do to improve client experience/interaction and consequently my score?

[jr-translation]

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@Sreyasi S wrote:

Thanks for your quick response, Petra. 🙂

I'm just unable to figure out the discrepancy between public and private feedback. My recent "clients who would recommend" % drop happened after a client closed a contract yesterday with a 5 star rating and the following review: " Will definitely recommend and work with Sreyasi again."  The client also told me they'd have a project for me again soon. 

That's worth nothing. Never rely on a promis, the only thing that counts are fully funded contracts. Clients might tell you they were happy and leave a very good public feedback, while leaving a negative private feedback, just to get rid of you. They might have been happy with your work but feel you are not the right freelancer for future work. There is nothing you can do about it now.

I was happy because this meant that my JSS would get the (much needed) boost after the next refresh. But currently dreading the JSS update after my stats refreshed. 

Is there a calculation weightage (feedback vs number of contracts) that's affecting this?

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Sure, everyone can.

• Get to know you clients e.g. where are they from so you get some cultural understanding. Sometimes there a small things that make the difference. Who are your clients? What are they doing? Some are just looking for assistance and someone to help them to accomplish their work but will check it thoroughly trying to find a mistake. Others accept whatever they get.
  
• Check your communication with the clients. Did you send them unnecessary messages? There are a lot of freelancers that want to get paid as soon as they deliver something. Asking clients repeatedly to release the payment can backfire. No matter how nice you ask.
• Check your work again. Are you still happy with it or could you improve somewhere? Did you write about something that was not really your field of expertise? Your text might have looked good from the outside but someone with some understanding might complain about simple words.

Really the best thing to do is just to ignore the JSS and focus on providing good work.

[sreyasi_31]

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@Jennifer R wrote:

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@Sreyasi S wrote:

Thanks for your quick response, Petra. 🙂

I'm just unable to figure out the discrepancy between public and private feedback. My recent "clients who would recommend" % drop happened after a client closed a contract yesterday with a 5 star rating and the following review: " Will definitely recommend and work with Sreyasi again."  The client also told me they'd have a project for me again soon. 

That's worth nothing. Never rely on a promis, the only thing that counts are fully funded contracts. Clients might tell you they were happy and leave a very good public feedback, while leaving a negative private feedback, just to get rid of you. They might have been happy with your work but feel you are not the right freelancer for future work. There is nothing you can do about it now.

Thank your very much for your detailed response Jennifer, made me reflect a lot on past interactions. Also, never thought about this ^ particular perspective. 

Maybe prompting a new client to set up a contract (she was already setting deadlines for work without an offer) may have ticked them off. 

Thanks for the insight! 🙂

[sreyasi_31]

Thanks for all the help, Petra. 🙂