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 can help freelancers to stand out in the Upwork marketplace.
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.
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.
- 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. 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.
When is My Job Success Score Calculated?
The Upwork system takes snapshots of your three-, six-, 12- and 24-month history in the marketplace and calculates a score for each. We use these to determine the score that appears on your profile.
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.
To get each score, you must have enough qualifying outcomes from enough clients within that time window. Once the four scores are calculated, we choose the highest score and display it on your profile.
For example, if:
- Your average JSS during the past 24 months is 92%
- Your average JSS during the past 12 months is 88%
- Your average JSS during the past 6 months is 94%
- And your “Trending JSS” is 96% (based on your 3-month average of 98% and your 6-month average of 94%. This leads to 98+94=192, which when divided in half is 96%).
We would review all four percentages and, as mentioned above, select the highest one as your JSS. So in this example, the JSS listed on your profile would be 96%.
Keep in mind, your score may go up or down as your old contract outcomes age and move into another of the four calculations. Rest assured that any movement in your score (either up or down) has taken into account 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.
- 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.
Not all projects and clients are equal, so the time it takes to get a Job Success Score varies. In order to get a Job Success Score, 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 eight projects.
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.