Strategies to improve your private ratings and Client Satisfaction

# Client Management

# Freelancer Tips

# Reviews

Master the hidden metric that's impacting your gig performance

Kesha

In our previous article, we uncovered the invisible metric that has very visible impacts on your performance: private ratings.

As a quick recap, private ratings are anonymous feedback that clients can leave about their order. Unlike public reviews that focus on the overall experience of working with you, private ratings zero in on the quality of your actual delivery. It's a metric many sellers forget to think about, or may not even know exists. But whether you pay attention to it or not, it can be a direct chain reaction to your visibility and results on Fiverr.

Poor private ratings → Lower Client Satisfaction metrics → Decreased Success Score → Reduced gig visibility in search → Fewer orders

The good news is: now that you understand how private ratings work and why they matter, you can take control of them. Here are the strategies that will help you ace private ratings at every stage of the order process.

Before the order: Set realistic expectations from day one

In the private rating system, clients are asked whether the delivery met their expectations, but here's the thing: clients don't start forming their expectations only when they place an order. They start forming them the moment they click into your profile. Your About Me section, Gig price, portfolio, and package descriptions all shape what clients expect to receive. Make sure everything on your Gig reflects the quality you're willing and able to provide.

Be honest about your experience level. Don't call yourself a professional or expert if you're just starting out. Don't claim credentials, skills, or experiences that aren't true. Overselling might win you the order, but it sets you up for poor private ratings when clients realize the gap between promise and reality.

Show work that represents your actual offerings. Your portfolio should showcase examples that match what clients will receive at your price points. Don't display work that isn't yours, and don't show a $5,000 video when you're selling $500 video packages. Mismatched portfolios create unrealistic expectations and guarantee disappointment.

Price strategically, not aspirationally. Higher-priced orders are weighted more heavily in private ratings. When clients pay premium prices, they expect premium quality. If you're only willing to spend 30 minutes on a logo, charge prices that reflect someone who puts in hours and creates multiple Concepts. If you have 1 year of experience, don't price yourself like a PRO with decades of expertise.

Discover four pricing mistakes you may be making.

During the order: Align early, communicate often

If you want to ace private ratings, your priority is simple: meet your clients' expectations and deliver something genuinely useful. To do that, you need a crystal-clear understanding of what they actually need.

Start with discovery. Connect with your buyer early to understand their project inside and out. If you have Seller Plus Premium, turn on the Request to Order feature so clients must reach out before placing an order. This gives you a chance to ask questions and confirm you're the right fit before they place the order.

Don't have that feature? No problem. Reach out as soon as the order comes in. Ask questions, clarify details, and for bigger projects, hop on a quick Zoom call. A 15-minute conversation can prevent hours of revisions later.

Use Order Requirements strategically. Think of your order requirements as your project blueprint. The more detailed and thorough your questions, the clearer the expectations become. Well-crafted order requirements directly impact your Success Score and help eliminate surprises that could tank your private ratings.

Get tips on crafting the perfect order requirement questions.

Know when to walk away. If the discovery process reveals that the client needs something you can't or won't deliver, cancel the order before you start working. Yes, you'll lose that immediate revenue. But you'll protect your metrics and avoid the guaranteed disappointment of delivering something that doesn't meet their needs.

Throughout delivery: Communication is your secret weapon

At this point, you've set clear expectations and understand what your client needs. Now you need to maintain that momentum. Don't win the order, disappear for days, and then drop off the delivery. Stay engaged throughout the process; it makes all the difference.

First-time buyers need extra attention. Ratings from first-time Fiverr buyers are weighted more heavily in the system, so these orders deserve your best communication. New buyers may feel anxious about hiring a stranger online, so put them at ease. Walk them through your process, share timelines, explain what to expect at each stage, and check in regularly. Over-communication is your friend here.

Regular buyers still need guidance. Experienced Fiverr buyers may not need hand-holding, but don't assume they know everything about your specific service. They might be ordering from you for the first time, or trying a new type of project. Ask questions, educate them where necessary, and remember: you're the expert, and you might know what they need better than they do. Always aim to guide them toward the best outcome.

Create feedback loops before delivery. The private rating questionnaire shouldn’t be the first time clients have the opportunity to express dissatisfaction with the delivery. Build in checkpoints throughout the order. Send early drafts to confirm you're on track. Before finalizing delivery, ask if everything looks good and if they need any adjustments. Make it easy for clients to speak up while there's still time to fix things.

Always: Never stop improving your craft

Remember, private ratings focus on the quality of your delivery. Stripping away your communication skills, timeliness, responsiveness, and everything else—how well did you actually deliver on the project you were hired to do?

Going back to the restaurant example from last week: the servers, host, and owner can be the kindest, sweetest people ever, but if the food you paid for is terrible, you won't be happy with your experience. While it's important to be professional and friendly with all your clients, it's equally important to make sure the end result is great.

You don't have to be an expert before you start selling, but you should aim to become one. Treat every order as an opportunity to improve your skills. Continue growing in your craft, whether that means taking additional courses, studying industry trends, or seeking feedback. Give your best effort on every project you receive. Don't cut corners, don't rush through deliveries, and don't let complacency set in just because you have positive reviews.

After delivery: Finish strong and encourage feedback

The percentage of private reviews you receive relative to your total completed orders also affects your score, so you may want to be proactive in encouraging clients to leave them. Once the order is finalized, send your client one final message thanking them for their business and giving them a heads-up about the two different rating systems.

You might say something like:

"Thank you so much for working with me! I hope you're happy with the final result. You'll receive two opportunities to share feedback: a public review and a private quality rating. I'd really appreciate it if you could take a moment to complete both, as they help me continue improving my services. Thanks again, and I hope we can work together in the future!"

Professionally asking clients to complete private ratings is perfectly acceptable and doesn't violate the Terms of Service. Just be sure that you’re not using any manipulative or threatening language while doing so.

In closing, private ratings might be invisible, but their impact on your success is real. By setting accurate expectations from the start, communicating thoroughly throughout the process, and consistently delivering high-quality work, you can ensure that your private ratings match your public reviews.

The sellers who thrive on Fiverr aren't just the ones with five-star reviews; they're the ones whose clients leave genuinely satisfied, both publicly and privately. Now that you know how the system works, you have the tools to thrive!

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