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Your Job Success Score (JSS) is a measure of your work and reputation on Upwork. Talented freelancers who deliver high-quality work to their clients find that the scores on their profiles help them promote their freelance businesses in the Upwork marketplace and win new clients.
- How is My Job Success Score Calculated?
- When is My Job Success Score Calculated?
- Why Did My Job Success Score Change?
- Frequently Asked Questions
Your score reflects your overall contract history with your clients and is based on your (or your agency's) relationships and feedback. The inputs below are used to calculate your score.
At a high level, we look at Job Success this way:
(successful contract outcomes - negative contract outcomes) / total outcomes
Important factors about your Job Success rating:
- If a freelancer is exclusive to or the owner of an agency, the agency's JSS will be shown on the profile rather than an individual rating.
- Long-term relationships are a plus and can help boost your score. But not having them won’t count against you.
- Missing feedback is only flagged when it represents a significant portion of your contracts.
- We understand that some projects have bad outcomes because the client is difficult to work with. So we track freelancer feedback of clients and flag those clients with a history of poor collaboration. If one of your clients has been flagged (or has been suspended for Terms of Service violations), then the client's feedback will not count against your score.
- 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 win new clients in the marketplace.
- We don't reveal the exact calculation for your score. Doing so would make it easier for some users to artificially boost their scores. We need to maintain some privacy with this metric to ensure fairness and accuracy.
The Upwork system takes snapshots of your six-, 12- and 24-month history in the marketplace and calculates a score for each. The best score out of these moving time windows is displayed on your profile and updated about every two weeks.
It’s important to 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).
The three timeframes used to determine your best JSS are all rolling windows. Changes could be due to the addition of new activity or old activity aging out. This means your score can change significantly without recent activity. For example, a contract will no longer be counted in your six-month window once it is six months and one day old.
Your Job Success score drops when one of the following happens between updates:
- You receive poor public or private feedback from one or more clients.
- Jobs you completed in the past are no longer considered because they are outside the score’s time frame.
- Jobs with no earnings or no feedback become counted in your score, either because they were closed or because several months have passed since you received a payment.
Q: How can I improve my score?
Q: I don't have a Job Success Score yet. When will I get one?
More than 90% of freelancers have a score after 5 projects. Since not all projects and clients are equal, the length of time will vary. Nearly all freelancers have scores after completing eight projects. The projects need to be with at least three different clients and take place within a 24-month period.
We exclude clients whose freelancers report a history of unreasonable feedback so their scores won’t count against you, but that may mean it takes longer to receive your initial score.
Q: Some clients are unreasonable. Will bad feedback from them affect me?
Your client’s record is taken into consideration when weighing their interactions in your score. We know that not every contract will end perfectly, and your JSS won’t be ruined by just one or two negative contract outcomes. However, successful freelancers do their best on each contract and to work to satisfy their clients. Showing improvement over time will allow you to overcome almost any negative incident.
Q: I have done hundreds of projects. Will my history of client satisfaction be worse than someone with only a few contracts?
Your score takes into account the ratio of satisfied to dissatisfied clients. So you’re fairly assessed no matter how many contracts you’ve performed. We can easily tell the difference between a freelancer with 10 unsatisfied clients over 100 contracts in two years, versus one with 10 unsatisfied clients over 20 contracts in two months. Satisfaction trends are important here, too. To increase your chances of attracting new clients, you want your ratio to be as good as or better now than it was last quarter or last year.
Q: Is the Job Success Score calculated differently for agencies?
The score is calculated using the same formula for agencies. But instead of contracts completed by just one freelancer, we look at all contracts completed by the agency’s exclusive and non-exclusive agency contractors, ensuring that agencies and agency members have one consistent reputation.
The agency owner and all exclusive agency freelancers who have completed enough contracts to qualify for a JSS will see their agency score listed on their profile. Agency owners are responsible for the all work of their agencies and agency freelancers, so their profiles reflect the collective JSS of their agencies rather than their personal ratings.
Q: If I remove an Exclusive Agency Contractor will that affect my Job Success Score?
Your agency's score will not automatically change when an exclusive agency contractor leaves your team. The Upwork system takes snapshots of your six, 12 and 24-month history in the marketplace and calculates a score for each. The best score out of these rolling windows is displayed on your profile and updated about every two weeks. Once this individual’s work falls out of the best time window, it will no longer be reflected in the agency’s score. Similarly, adding contractors with high scores may not automatically increase your agency’s score because only contracts done for the agency will count towards your score.