Why did my JSS drop?, My Job Success Score was higher yesterday, My JSS is lower but I have good reviews, I want to know when will my Job Success Score will improve
Note: Our agents can't disclose any information about the reasons your JSS dropped because doing so would make it easier for some users to abuse the system, and they can't disclose private feedback before the 14-day feedback period expires.
These are the reasons why your score might've dropped: 1. If you received poor feedback -public or private- in the last three, six, or twelve months. 2. If you accepted a high-value job recently. 3. One of your past jobs is no longer being considered for the calculations.
If you believe none of these reasons match your case, we recommend you visit our Community threads for more recommendations on how to increase your JSS if it dropped suddenly.
At Upwork, one of our main goals is to give you tools that allow you to focus on doing the best work you can and building beneficial relationships with clients. One of those tools is your Job Success Score (JSS).
Your JSS measures your clients’ satisfaction with your work. A high JSS score can help you stand out in the Upwork marketplace, meaning you’re spending less time on finding clients and more time working with them.
How is My Job Success Score Calculated?
Your JSS reflects your overall contract history with your clients and is based on your (or your agency's) relationships and feedback. We don't reveal the exact calculation for your score because doing so would make it easier for some users to artificially boost their scores. To ensure fairness and accuracy in the marketplace, we need to maintain some privacy with this metric.
At a high level, we look at JSS this way:
(successful contract outcomes - negative contract outcomes) / total outcomes
Important factors about your JSS:
- If a freelancer or agency owner is exclusive to an agency, the agency's JSS will be shown on the profile rather than an individual rating. Click here for more about agency JSS.
- Longer-term relationships are great and can help boost your score. That said, not having them will not count against you.
- Jobs with higher earnings weigh more and will have a bigger impact on your score.
- We understand that some projects have bad outcomes because the client is difficult to work with. We track freelancer feedback of clients and flag those clients with a history of poor collaboration. If one of your clients has been previously flagged (or has been suspended for Terms of Service violations), their feedback will not count against your JSS.
- You can also request removal of feedback for one Project Catalog contract, per month.
- You can view your score on your My Stats page and earn rewards for building an outstanding reputation. Any score at 90% or above is excellent (and puts you on the track to earn Top Rated status). If your score falls below 75%, you may find it difficult to connect with new clients or win new projects in the marketplace.
When is My JSS Calculated?
The Upwork system takes snapshots of your 3-, 6-, 12- and 24-month history in the marketplace and calculates a score for each. The best score out of these moving time windows is your JSS.
Four different Job Success Scores are calculated every two weeks:
- Your average JSS during the past 24 months
- Your average JSS during the past 12 months
- Your average JSS during the past 6 months
- And your “Trending JSS,” which we calculate by adding your average JSS for the past 6 months with your average JSS for the past 3 months, then divide in half.
Note that any movement in this score (either up or down) reflects both recent activity and activity over a longer period of time (up to 24 months).
Why did my JSS change?
Your JSS 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 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 JSS and it outweighs lower-value jobs
- Past jobs are no longer considered because they fall outside the time frame
When will I get a JSS?
Not all projects and clients are equal, so the time it takes to get a JSS varies. In order to get a JSS, you need to complete:
- Projects with 2 (or more) different clients
- 4 (or more) different contracts within 24 months
More than 90% of freelancers have a score after 5 projects, and nearly all freelancers have scores after completing 8 projects.
We exclude clients whose freelancers report a history of unreasonable feedback so that their scores won't count against you, but that may mean it takes longer to accumulate enough reviews to receive your initial score.
Want to learn more about how to maintain or boost your JSS?
Check out proven tips from Upwork Academy.