Concern About Significant Drop in Job Success Score (JSS)

[#1]

Dear Upwork Support Team,

I am writing to express my concern about a significant and unexplained drop in my Job Success Score (JSS). Recently, a client requested a refund and I complied, yet despite this, my JSS has dropped from 96 to 87. I would appreciate your assistance in understanding the reasons behind this decline.

Thank you for your attention to this matter.

Sincerely, Md Harun Or Rashid

[#2]

I am experiencing the same issue.

[#3]

I got a contract on August 6th that is supposed to end on August 8th,

I started working on a client article and sent her the article on the 6th she replied on the 7th. The client asked me to do some editing while I was editing she ended the contract and asked for a refund of $15 (the amount for the article) that she does not have the time for me to do some editing (she had gotten what she wanted). This contract was to end on the 8th.

Why would Upwork reduce my JSS FROM 100% TO 86%? Upwork this is not a fair way to handle matters like this at all because I was on time with this client's work. 

The contract was supposed to end on 8th August.

The client ended it on 7th August and asked for a refund and I refunded it.

Upwork why would reduce my JSS?

Upwork, kindly see to this issue and return my JSS TO 100% to allow me to maintain my Top-Rated badge

I cannot lose my JSS FROM 100% to 86% if you address these issues appropriately I have sacrificed a lot to get here.. 

P.S. I do not have a negative feedback.

Thank you.

Maureen O.

[#4]

Hi Maureen,

I'm sorry to hear about your concern with your JSS and Top Rated badge. I'm happy to help. I checked and see that you can still use your Top Rated perk to request to remove the feedback and exclude it from the computation of your score. To do so, you can visit Contact Support, then choose the Chat with Support option, and request the chatbot to remove negative feedback from your profile. When prompted, please include:

• The contract ID number that has the feedback you’d like to remove
• Whether you want feedback removed from “JSS Only” OR to “Hide from Profile and JSS”
• JSS Only — Your JSS may be adjusted but your public work history won't change. Your profile will still show the public feedback rating, comment, and any response.
• Hide on Profile — Your public work history will change and your JSS may be adjusted. We'll hide the feedback rating and comment from your Work History and replace it with "This feedback has been removed".

To learn more, you can visit this helpful article.

[#5]

Hi, Ronnap, 

thank you for your concern.

However, I do not have negative feedback on my profile but my JSS reduced from 100% to 86%

[#6]

Hi Maureen,

Thank you for reaching back. I’d like to share that your Job Success Score (JSS) may change for a variety of reasons, even if there’s no recent activity or recent completed jobs. Your displayed JSS score is calculated based on rolling windows, which means that it can change over time. For instance, a contract will no longer be considered in your six-month JSS window once it is six months and one day old. Additionally, 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

I'd like to let you know as well that for security and privacy reasons, we are unable to share the exact calculation of your score. To learn more, I highly recommend visiting this helpful page.

[#7]

Hi Ronna,
I thought the feedback removal feature was supposed to be disabled for all users. Is it still active?

[#8]

Hello Jyoti,

Thank you for reaching out. I am stepping in for Ronna. The option to request the removal of negative feedback, which was a special perk for our Top Rated and Top Rated Plus freelancers, is no longer available. You can check out the details from the update on September 5, 2024, here.

[#9]

Hi Ivy,
I have gone through the link and understood that the feedback removal perk has been removed and no longer available.
Thanks for sharing the correct information. As per Ronna's response, I thought the perk is still active.

[#10]

Dear Upwork Support Team,

I am writing to express my concern about a significant and unexplained drop in my Job Success Score (JSS). My JSS has dropped from 94 to 86, despite having recently received a 5-star review. Additionally, last month, my JSS dropped from 95 to 94 without any reviews at all as I was on a break.

I am very confused and frustrated by this sudden decline. The public view of my JSS still shows 94, while my internal view shows 86. I am unsure if this is a bug or an error in the calculation.

I kindly request that you investigate this issue promptly and provide a clear explanation for the JSS drop. This information is crucial for understanding how to maintain a high JSS and ensure continued success on the platform.

[#11]

I had same issues and someone from the support team has confirmed that the profile's Public View JSS is the actual JSS that is being shown to the clients.

[#12 · Accepted solution]

Hi all,

Thank you for sharing your concerns about your JSS scores. We'd like to confirm that we're now updating JSS daily to improve score accuracy. Soon we will be launching tools to give you better transparency into your score and changes you may see!

Regarding the discrepancy between your Profile and My Stats page, our team is investigating this issue and will deploy a fix as soon as possible. In the meantime, we can confirm that the score shown on your Profile page is the one that is updated daily.

[#13]

"We're now updating JSS daily to improve score accuracy. Soon, we will be launching tools to give you better transparency into your score and changes you may see."

https://support.upwork.com/hc/en-us/articles/211068358-Job-Success-Score

[#14]

I know JSS updates on Sunday bi weekly. But to my surprise it was updated yesterday that is Friday. Have they changed any T&C. 

[#15]

Ok

It's changing now daily.

[#16]

"We're now updating JSS daily to improve score accuracy. Soon, we will be launching tools to give you better transparency into your score and changes you may see."

https://support.upwork.com/hc/en-us/articles/211068358-Job-Success-Score

[#17]

Hello,

I registered on Upwork three months ago and have completed two projects, receiving 5-star ratings for both.
However, my Job Success Score (JSS) is now 44%. Can someone please help me understand why this might be happening?

Thanks in advance

[#18]

Hi Yalda,

JSS is related to the project's completion percentage;

1- Ensure you closed all the contracts with job successfully completed.

2- Ensure you don't have any active contract you have already finished the work on either fixed or hourly paid, because some clients didn't end the contract after it finished, and this mean the project is not completed yet.

I hope this is can help you.

[#19]

Your JSS reflects your overall contract history with your clients on Upwork and is based on your (or your agency's) relationships and feedback. It takes into consideration a number of different factors, including public and private feedback, contract-ending history, dispute history, and long-term customer relationships

[#20]

Thank you so much
The client changed the project scope midway through the job, and I refused to proceed with the new requirements under the same payment terms. The client disagreed, ended the contract, and gave me 5 stars, but my Job Success Score dropped. Can I report this to Upwork, explaining that the client changed the project scope midway, and ask them to investigate my case and adjust my Job Success Score?

[#21]

Please note that the Job Success Score (JSS) cannot be adjusted on request. According to the new policy, JSS is updated daily. While the client may have left a 5-star public review, it's possible they provided negative feedback privately, which likely contributed to the drop in your JSS. This is often the primary reason for changes, though other factors can also impact your JSS.

[#22]

Dear Upwork Support, I hope this message finds you well. I am writing to express my concern about a recent drop in my Job Success Score (JSS) to 92%. This change appears to be the result of a 4.85-star feedback from a recent client, despite the fact that the client expressed satisfaction with my work. I find it concerning that a single feedback rating of 4.85 could have such a significant impact on my JSS, especially considering that I have 11 other 5-star reviews from clients with whom I have worked on projects exceeding $1000. It seems disproportionate that one small project, despite the client’s overall satisfaction, has negatively affected my JSS to this extent. Given that maintaining a high JSS is crucial for freelancers like myself, I kindly request that you review my account and consider adjusting my JSS to better reflect the quality and consistency of my work. I believe that a more accurate reflection of my performance would be fair and beneficial for both myself and future clients. Thank you for your attention to this matter. I look forward to your assistance in resolving this issue. Best regards,

[#23]

Sorry, but thats all. Upwork have very specific vision of fairness. Noone will review that.

[#24]

I would really like to understand the mathematical equation or formula Upwork uses to determine the JSS.

[#25]

Hi Bakir,

I think JSS is related to the project's completion percentage;

1- Ensure you closed all the contracts with job successfully completed.

2- Ensure you don't have any active contract you have already finished the work on either fixed or hourly paid, because some clients didn't end the contract after it finished, and this mean the project is not completed yet.

I hope this is can help you.