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No feedback contracts no longer impact Job Success Score (JSS)

mitchell-jason
Community Member

I am excited to announce a new change to the Job Success Score (JSS). We know that JSS is a hot topic. This post aims to provide transparency into the changes and answer any questions you might have. 

 

On November 8th, 2020, we updated the JSS calculation process to exclude contracts that ended without feedback. Before, if a freelancer or agency had a large number of contracts that ended without feedback, those contracts could have negatively impacted their JSS. 

 

What is JSS?

Your JSS measures and reflects your Upwork clients’ satisfaction with the projects you complete for them. You can view your score on your My Stats page and learn more about JSS here.

 

What does this mean?

We removed projects where clients didn't leave feedback from consideration in the JSS calculation in November. This means that it will no longer negatively impact your JSS if a client does not leave feedback at the end of a project. Note that, as a result of this change, a small set of professionals no longer had enough outcomes with different clients to earn a JSS. To minimize this impact, we reduced the minimum number of distinct clients required to earn a JSS from 3 to 2. 

 

What’s the problem with including contracts that end without feedback in the JSS calculation?

Picture a contract where a professional and a client work together, and at the end of it, the client does not leave feedback. Before the change, if the professional already had a high percentage of completed contracts without feedback, the professional’s JSS could have been negatively affected.

 

The original design was based on a study that found clients who had negative experiences would often avoid filling out the feedback form altogether instead of giving negative reviews. More recent analysis suggests this may no longer be true. As a result, we are changing the calculation to reflect today’s reality. 

 

How does this change affect you?

  • If you had contracts before the change where a client did not leave feedback counting against your JSS, you may notice a boost in your score from this change. 
  • If you do not have sufficient outcomes from at least 2 distinct clients, you may no longer meet the threshold for JSS, and you may see your JSS go away. Getting more jobs can help minimize this impact. 

What’s next?

This is just one of several changes we’re planning to implement in the coming months, so stay tuned!

 

This post itself is in response to your feedback that you want to be informed when changes are made. Thanks to everyone who has offered feedback on JSS communication through our customer surveys and social media, through the Upwork Community, and directly to our team. Be on the lookout for more changes to JSS and other aspects of the Upwork experience in the near future. 

 

We are all looking forward to this next chapter together! 

956 Comments
devanshu99
Community Member

I have completed the project. My client has end the project and given me feedback but it is still showing "job in progress" in my profile. What to do?

devanshu99
Community Member

It is done now. My profile is successfully updated now. My problem is solved. But I am not able to find the delete option for above message I posted. Hence I am writing here. I am happy now. 

JoanneP
Moderator

Hi Devanshu,

 

Thanks for taking the time to update this post and congrats on your 5-star feedback!

 

I'd also like to let you know that contracts take about 24 hours to appear on your profile after your client pays at least $1.00. Once you receive payment, the review will be available in your profile. Thank you.  

66ecf5bc
Community Member

Hi Jason M,

 Thanks for sharing this valuable information.  After hard labor when we finish the task, the excellent feedback we receive relaxes our exhausted nerves. 

Happy to know that receiving no feedback will no more affect the Job Score Success (JSS).

Thanks a million.

 

Best Regards

wendy_writes
Community Member

Edited: Nov.8th is when this change will occur.  Check your emails from U ...

 

Many kudos to Upwork, and in particular Lena, for conveying long-term freelancer reasoning behind the reasons for this change.  When clients spend considerable money on their projects but fail to leave feedback speaks for itself why this change was needed and is greeted with Thank You!!!!

 

Again THANK YOU!!!

abinadab-agbo
Community Member

This is not clear @ all.

My understanding and experience of the JSS has been that no-feedback contracts affect the JSS in that

- those contracts are not included in the calculation,

- thus making any negative outcomes to weigh more heavily in the score,

- thus dropping the score.

 

 What are you saying now?

Will a no-feedback contract now be counted as a positive, negative, or neutral outcome?

 

In other news, will you inform freelancers by email if their score will rise or fall as a result of the update? 

wescowley
Community Member

Thank you for this change and the transparency.

2a05aa63
Community Member

Does this mean that not earning anything from the contract or refunding everything will remove the negative impact from  JSS?

abinadab-agbo
Community Member

Viacheslav K wrote:

Does this mean that not earning anything from the contract or refunding everything will remove the negative impact from  JSS?


This update and the entire thread are specifically about contracts that end with pay but no feedback.

The JSS impact of zero-pay contracts remains unchanged.

 

mitchell-jason
Community Member

Hi Abinadab!

 

Thanks for the question.  Contracts that end without feedback will no longer be treated as outcomes once we launch the changes in November.

 

Today, though they're sometimes excluded, they may appear as negative outcomes if they represent a significant portion of your contracts.  If you've not seen this behavior, it's possible that it's never impacted you personally.