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Your Job Success Score (JSS) measures your client’s satisfaction with your overall work history on Upwork’s platform. It reflects your client’s satisfaction as shown by relationships, feedback, and job outcomes over time. A high JSS score can help freelancers to stand out in the Upwork marketplace.
Starting in March 2020, we’ll be updating JSS metrics to reflect job size, too. Learn more about the change in the Upwork Community!
How is My Job Success Score Calculated?
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 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's JSS.
- Longer-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.
- Confused about a change to your JSS? Click here to learn more.
When is My Job Success Score Calculated?
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).
Why did my Job Success Score 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. 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.
- 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.
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.
While we can't disclose the specifics of why your score dropped, here are some tips that you can consider to help prevent it in the future:
- Set yourself up for success by only submitting proposals and accepting offers when you are confident that you have the skills, experience and availability to deliver great work.
- Deliver great work and communicate early and frequently with your clients to make sure your work is aligned with your client's expectations.
- Close a contract right away if you and a client decide not to work together or a client is unresponsive.
- Ask clients to close the contract as soon as possible if the work on the project is done.
- Maintain your longer-term relationships with clients over one or multiple contracts.
- Ask clients to close contracts that have been open for several months, which will prompt them to leave feedback.
- You can read more tips about improving your score in the Hiring Headquarters. This blog post also has additional info about the calculations.
- No Earnings – In general, when a contract fails to lead to any earnings your JSS will be negatively impacted.
- No Feedback – Contracts with no client feedback, including ones you ended or left open and inactive, do not affect your score unless you have excessive contracts with no feedback.
Contract with past earnings, but your client has left no feedback for you
Contracts with a history of earnings but no feedback, whether closed or not, are mostly excluded from your JSS. However, if you have many contracts where no feedback has been given, it can impact your score (a little) negatively because it indicates some of your clients were dissatisfied.
Contract with no earnings AND no feedback from your client
Contracts with no earnings and no feedback, whether closed or not, can significantly lower your JSS because they indicate client dissatisfaction. If you are awarded a contract but no work materializes in the first days or weeks, we suggest talking to the client about the project and why it isn't moving forward. If the contract won't move forward, closing it as soon as possible or asking the client to do so and leave feedback will minimize the negative impact on your score. When client feedback is received, even without earnings, it will be factored into your JSS.
So it is accurately included in your JSS, if a contract has become idle, it is generally best to ask your client to close it and, ideally, leave feedback for you. However, maintaining longer-term contracts with satisfied clients that have been in place for three months or longer can improve your score. These longer-term relationships count positively toward the JSS even before they are closed because they indicate client satisfaction. On the other hand, if a client is not responsive and the work has been completed on the contract, it is better for you to close the contract.
Please keep in mind that when you, as a freelancer, close a contract it will be immediately considered in your JSS during the next update. When you leave a contract open and inactive, the impact to your score takes longer to appear (typically a few months). In both cases, the impact may be the same, but the timing is different.
Also, please note the longer you work a contract, the greater the impact it will have on your JSS. That means positive feedback on a longer-term contract can raise your score more than a short-term engagement, and negative feedback on a longer-term contract could lower your score more.
Your client's record of feedback 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. Improvement in your client satisfaction over time will allow you to overcome almost any negative incident.
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.