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Hedy's avatar
Hedy W Community Member

Feedback

What do you do if a client has not left feedback after a contract is done? 

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Phyllis's avatar
Phyllis G Community Member

Hedy, JSS is Job Satisfaction Score. It is a metric that UW calculates based on feedback from your clients. It starts once you have several closed contracts with at least three different clients. It updates every two weeks and they calculate it for the past 6, 12, and 24 months and use the highest of those three scores. (Using contracts that have closed within each of those three windows.)

 

As Martina said, whichever party closes a contract is required to leave fb. The other party is notified and invited to do so but clients often don't bother. That is why if you expect good fb, it's best for the client to close. It's bad practice to nag them about it. One message along the lines of If you have everything you need, you can close this contract and in the future re-hire me with one click when you're ready will often do the trick. And of course, if you have any reason to think their fb might not be terrific, then let things be and hope they wander away.

 

Public feedback is what you can see and it has nothing to do with your JSS calculation which is based on private fb. (That's to keep unruly FLs from hounding clients to change their fb.) The most important metric is how likely the client would be to recommend you, and that updates on a different cycle than your overall JSS -- to keep unruly FLs from figuring out which client dinged them and nagging that person.

 

In the JSS calculation projects are weighted by dollar value but nobody knjows the precise formula. When you first start out, every project weighs a lot because there are so few. That means one ding can hurt but it also means you can climb out of a hole quickly if you make sure the next few outcomes are really great.

 

It will make more sense once you get a JSS and can see your own stats. In the meantime, the important things are to pick projects you know you can knock out of the park and avoid any client that seems the slightest bit flaky or potentially unreasonable. Every successful FL on the platform will tell you their regrets have to do with taking projects they should've passed on. 

 

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33 REPLIES 33
Petra's avatar
Petra R Community Member

They need to contact support, NOT the forum moderator.

Yacob's avatar
Yacob Z Community Member

Thanks a lot!

Сould you clarify?
Is "Not Feedback Given" effect on JSS?
If the client doesn't want to leave feedback (private & public), How does it affect JSS?

Best regards!

Hedy's avatar
Hedy W Community Member

You can also look at Phyllis' reply to me above about the JSS. 

Lubna's avatar
Lubna F Community Member

Hi Nikola,

 

Can you please help with my issue as well? My client was inactive on Upwork and forgot to review my work. He liked my work a lot and wants to review it now after 7 months. However, I am not able to give him access to review anymore, after initially giving him access when he had returned after more than 14 days. 

 

As I am new to Upwork each piece of feedback is very valuable to my profile, and the client is willing to leave it. I look forward to your response.

 

Best regards

Avery's avatar
Avery O Community Manager

Hi Lubna, 


It sounds like you've already enabled your client to edit their feedback, but they missed to leave feedback during the 14-day feedback period. This feature can only be used once, and since you have already used the feature in the past, you can no longer enable your client to edit their feedback for you. 

I'm sorry if this isn't the reply you wish to receive. While you didn't receive feedback for this contract, know that this will not affect your Job Success Score computation once you have one. 


~ Avery
Valeria's avatar
Valeria K Community Member

Yacob,

 

Nikola and I were just looking into this further and noticed that the client was able to provide feedback on the contract that was ended earlier today. Could you please check the contract room on your end and confirm if you can see it as well?

~ Valeria
Upwork
Sunday's avatar
Sunday O Community Member

Well, this is 2023 (almost a year later) and I have a problem with feedback. I finished a job, ended the contract, and left feedback. The client came back 4 days later and gave feedback as well. But the issue is that the client's feedback doesn't appear on my profile. Take a look at the screnshots attached. Does it take some time before feedback shows up on my profile?

 

**Edited for Community Guidelines**

Pradeep's avatar
Pradeep H Moderator

Hi Sunday,

 

Thank you for your message. I checked your profile and I see that the feedback is already visible on your Upwork profile. 

 

Thank you,

Pradeep

Sunday's avatar
Sunday O Community Member

I just checked after reading your reply. I can see it now. This shows that it does take a few hours for feedback to appear.

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