Why did my JSS decrease?

[m_tariq_shaheen]

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?

[spectralua]

I will advice you how to save time: accept it as is and move forward. Upwork wont recalculate your JSS, wont remove feedback and even wont review that. 

And another advice: never disturb clients like you did in chat. Client away - ok, take care about other tasks. Or work with hourly contract where your waiting will be paid.

[6eff7cca]

Hi everyone! I just completed my two first job here with 5 & 4.8 stars, the communications and projects with the clients were good, no problem at all. Recently I found out my first JSS is 50%.

I got an offer of a client, then Upwork block the client due to Terms of Service violations and instantly end the contract. If this case affect my JSS, can anybody help me to fix this since there's nothing to do on my part? According to Upwork, they are putting more emphasis on public feedback. How can I continue in this platform if I'm starting out with this number?

Thanks,
Thea

[spectralua]

Last case wont affect your JSS, dont worry. Only accepted contracts with feedbacks will affect. Unacepted\expired\canceled offers wont.

[6eff7cca]

Hi Mykola, I tried to contact Upwork support couple times, but only receive JSS basics template. Have no idea what else I can do regarding this

[spectralua]

Thats all. Upwork will never share real calculation or JSS details. Only useless templates. Of course you can found same in ToS yourself. Sorry, but as-is.

[c1e2fadd]

Hi.
Yesterday I noticed that my JSS suddenly dropped from a perfect 100% to 94%.
We have received great reviews from my customers and no jobs have been cancelled.
Can anyone explain why my JSS lowered?
Thank you.

[vishipro]

A couple of days ago, my JSS was at 100%. However, when I checked my profile yesterday, it had dropped to 80%. I am completely puzzled by this sudden change, as I have never received negative feedback from any client. Currently, I have one job in progress. Could someone please explain what might be happening?

Best,

Vishal

[ab0df432]

---

 wrote: 

A couple of days ago, my JSS was at 100%. However, when I checked my profile yesterday, it had dropped to 80%. I am completely puzzled by this sudden change, as I have never received negative feedback from any client. Currently, I have one job in progress. Could someone please explain what might be happening? 

Best,

Vishal

---

Your Job Success Score (JSS) on Upwork can drop for several reasons, even if you haven’t received any negative feedback recently. It could be due to private feedback, a good outcome falling out of the calculation window, or inactive contracts. To improve it, focus on completing more jobs with positive outcomes.

[aa814e5d]

In my Contract ID 34479351, I received a 4.6 star rating from the client on April 23. However, by April 29, my Job Success Score (JSS) had dropped from 100% to 87%. I reached out to the client to inquire about the reason for the rating and we discussed the matter. As a result, the client agreed to update the rating to 5 stars on April 30. Despite this update, my JSS has remained at 87% as of May 13. Can someone explain why this is the case?

[LuiggiR]

Hi Saad,

I'm sorry to hear about your score drop. I want to clarify that when you enable clients to change their feedback, they can only update their public one; any private feedback they left on the contract can't be changed.

That said, we won't be able to comment on someone's individual score or how specific contracts affect it. In general, your JSS can change because:

- You receive poor public or private feedback from one or more clients.

- You receive positive public or private feedback from one or more clients.

- A higher-value job is added to your score and outweighs lower-value jobs.

- Jobs you completed in the past are no longer considered because they are outside the score's time frame.

You can find more information under the "Why did my JSS change?" section in this article.

[aa814e5d]

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?

[7f777307]

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?

[spectralua]

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.

[7f777307]

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.

[spectralua]

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

[0dd12fe2]

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.

[fred-derf]

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. 

[53a1fe60]

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

[branding-com-uy]

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?

[spectralua]

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

Just as option. Noone will tell you truth.

[aitx]

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.

[LuiggiR · 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

[nishanasir]

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.

[warrenlilly]

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.

[spectralua]

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.

[warrenlilly]

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!

[afshan-muhammad_]

Hi Team Upwork and Community,

A few days ago I recieved a short project deal from a client worth of $20 only, I accepted and deliver the work confidently but somehow, client didn't respond me and closed the contract with bad review. I contacted him and discussed about the issue, he cooperated with me but asked for refund, I provided him the refund so there is nothing that we did wrong but still my JSS is at 88, can you please check and suggest me the best practices to improve this as I'm not able to get any contract due to low JSS.

Looking forward to your feedbacks and suggestions. Thanks 

[afshan-muhammad_]

@ Upwork Community

[mmaazkhan]

I'm writing to the Upwork community to inquire about an issue I'm experiencing. I used to have a perfect JSS of 100, but it dropped to 92 after receiving a negative review from a client. Since then, I've been working hard to raise it back to 100. While I've gotten several positive 5 star reviews including three recently, my JSS has only increased by 1%. Additionally, even though I haven't received any negative reviews recently, a client left me a 3.9-star review, and my JSS dropped to 93 again. I'm confused as to why my JSS seems to decrease so quickly compared to how slowly it increases, even with mostly positive feedback.

[5fdb82e4]

Well based on my little experience, this is what I can give out

1. Weight of Recent Feedback: Recently completed contracts tend to have a greater impact on your JSS compared to older contracts. A single negative or mediocre review can significantly affect your score, especially if it's recent.

2. Broad Metrics: JSS is calculated based on various factors, not just visible star ratings. This includes private feedback that clients provide to Upwork, the value and duration of the contracts, and whether contracts are completed or left idle.

3. Recent Versus Historical Performance: Upwork tends to value your most recent projects more heavily than older ones. Therefore, a recent 3.9-star review might have a larger impact than several older 5-star reviews.

4. Contract Mix: Large contracts might impact your score differently compared to smaller ones. If the 3.9-star review came from a substantial contract, it might have a more significant effect.

I hope this give some solution to your question Muhammad S

Owolabi Taiwo.

[doc-holliday]

Yesterday I ended a contract with a client who was unresponsive for over a month and wouldn't end the contract himself.

The very next day my JSS dropped. The contract was the only thing that could affect my rating as I had no other ended contracts in the past 2 weeks. 

Why does a contract with no feedback negatively affect my JSS?

[LuiggiR]

Hi Marko,

A lack of feedback is not considered an outcome and, as a result, doesn't impact your Job Success Score. Your JSS can change because:

- You receive poor public or private feedback from one or more clients.

- You receive very positive public or private feedback from one or more clients.

- A higher-value job is added to your score and outweighs lower-value jobs.

- Jobs you completed in the past are no longer considered because they are outside the score's time frame.

You can find more information under the "Why did my JSS change?" section in this article.

[3bf6978e]

Hi everyone,

I am relatively new to Upwork. I have 7 feedbacks, 6 of them are 5* and then one is 4.45. 

However, my JSS score has dropped to 80% and I don't know why. I unfortunately had a very difficult client recently, and she cancelled the contract asking for a refund without explanation, even though I completed nearly the whole job already. As she was refunded she couldn't give me public feedback, so I assume the score has been affected due to her private feedback? So my questions are:

1. I cannot see her private feedback, so I'm guessing there isn't a way to dispute it?

2. Would there be any other reason for the decrease? 

3. What can I do to boost this back up quickly? 

Any advice would be much appreciated.

Thanks.

[0b20e64f]

Till now, I have received ratings/reviews from 13 clients. Twelve have given me a 5-star rating, and one client gave me a 4.85-star rating. As a result, my JSS dropped from 100% to 92%. I then asked the client to change the rating since he was satisfied with my work, and he changed the rating from 4.85 to 5 stars two weeks ago. However, my JSS is still showing as 92%. Please correct this. Thanks.

[JoanneP]

Hi Pravesh,

I’m sorry to hear about the change in your score.

Your JSS can change because:

- You receive poor public or private feedback from one or more clients.

- You receive positive public or private feedback from one or more clients.

- A higher-value job is added to your score and outweighs lower-value jobs.

- Jobs you completed in the past are no longer considered because they are outside the score's time frame.

You can find more information under the "Why did my JSS change?" section in this article.

Many factors go into your JSS calculation, including public and private feedback given when the contract is closed, the weight of the contract, etc. We won't be able to share information about any specific feedback, but you can check the explanation of how your score is calculated here.

[0b20e64f]

I am saying that the client who gave me a 4.85 star rating had changed the rating to 5 star, 2 weeks ago. But till now my JSS has not been updated. Kindly update my JSS. You are just sending a random reply and articles on JSS, which I have already read. This is not the response I expected from upwork support. What  is the benefit of support team, if you sending general replies to everyone? My query is as the client has changed the rating, then why my JSS is still not updated? 

Secondly, the client has given me 4.85 star rating and because of that my JSS has dropped from 100 to 92. I do not think that 4.85 is a bad rating to reduce the JSS. I kindly request to change this policy of reducing the JSS, if clients give more than than 4 star rating. Please reply. Thanks.

[ffae3e73]

Is it difficult to get job with 62% job success score? What can be done to overcome this?

[ff5e1fb9]

Hello, I am writing with a heavy heart😞. Until recently, I had not received any negative reviews. However, I recently encountered an awful client. He failed to mention certain contract details directly and sent me additional files during the project. To my surprise, he claimed that all these tasks were already in the file. Despite putting in significant effort for just $300, he expressed dissatisfaction, leaving me exhausted.

Eventually, we had to cancel the project. I met all the requirements on time and maintained clear communication with him. Unfortunately, he gave me a 4.1/5 score and falsely criticized my timeliness and other aspects.

Now, my Job Success Score (JSS) has dropped from 100 to 77!😭 This situation feels incredibly unfair. He was an absolute cheater, and I hope UpWork takes notice.

Regards, Maede

[ff5e1fb9]

Can anyone help me? My Top Rated badge was removed due to an unfair JSS.😭😭😭😭

[mmkrm]

Hello, everybody, how are yoyu.

Eight weeks ago, I was contracted by a Canadian client.
It is a fixed budget job and the first milestone was scheduled for one week.
However, the client hasn't responded so far and I haven't completed the first milestone.
Until last Saturday, I had a 100% job success score, and this morning I realized that my job success rate is 86%.
I successfully completed all six tasks on Upwork except that one.
So I just ended that contract without getting paid. The client hasn't replied to me yet.
How can I get my job success rate back up?
Or 86% of JSS are existing forever?