Success Score is a JOKE!

[kevmatamoros]

Hi all, glad to have been part of this community for over 5 years in a tiny niche of scale modeling and been on top of this field until this new system was implemented. Since then I've lost level 2 status like most in my position here, and now being pushed off level 1 after completing yet another successful gig with a frequent return customer to go through the normal 5-star review process. Wake up the next day to find my score once again, lowered from 4 to now 3. After reaching out to customer service and stating the obvious, their copy-pasted answers leave me to do something I rarely do; post on a forum about our NEW FAVORITE SYSTEM in place which is slowly pushing us vets out! One of the complaints I'm getting from my success score is negative communication, which is ABSURD! Does AI not know how complements work? If I receive a message at 1 am EST,  I won't respond until at least 8 am which affects my score. If I don't run on a three-paragraph convo, they hit my score? Like WTF is one supposed to do to get over this hump? I can't convey better communication than I do currently. I never need requirements since INSTRUCTIONS come with almost all projects. Being extremely courteous always like I was raised, doesn't seem to help. Even when buyers reach out when they don't read my bio and demand I print them 3d designs, which I don't DO! I politely and courteously redirect them to the right person on the same platform! I don't know what to do anymore. Hopefully, someone can give some advice. I never received an invite for a success manager. Any advice would help.  

[design_home27]

Same problem!

[anaraliyev]

6 years and same here. The New Level System made me to lose my Level 2, and goes towards taking down my Level 1 as well, since neither good review nor successful completion of any order make the score to go up. The New Level System seems to be an experiment conducted on rats. 

Edited September 23 by anaraliyev
Typo

[priyank_mod]

2 minutes ago, anaraliyev said:

since neither good review nor successful completion of any order make the score to go up.

There are many other detailed topics on this. Public reviews and order completion barely help with gig/success scores. 

One needs "good private reviews" to outweigh all other parameters. Even just one 'bad private review' from a pretending-to-be-happy-and-satisfied buyer can tank your scores badly. And that's what seems to be happening with OP and many others. 

[zerlina84]

10 hours ago, kevmatamoros said:

I can't convey better communication than I do currently. I never need requirements since INSTRUCTIONS come with almost all projects.

Exactly the same here. It's just pathethic and I've given up.

I'm stuck at 8 because of Communication since February and nothing will make it change it. 

In fact, since this mess started, I've only read about people whose SS has decreased, it's never the opposite, which is very odd. I've just accepted I'll never be 9 and have a chance at TRS. Whatever.

Edited September 23 by zerlina84

[agonza1101]

Similar situation

I really don't understand the purpose of private reviews. Some say private reviews allow clients to be 100% honest without feeling pressured, knowing the seller won't see their feedback. Sure, that might be true, but many clients don't care about this and will still leave a 1-star public review, bluntly stating your service was bad. So, what's the point of public reviews? How am I supposed to measure client satisfaction? Am I supposed to believe some of my clients are hypocritical or bipolar, leaving a glowing 5-star review publicly while criticizing my services in private? It's confusing to sellers. In my opinion, Fiverr should stick to one system — either private or public reviews. What's the point of having two metrics of client satisfaction when they can contradict each other?

On top of that, in the Success Score panel where you can see how your gigs are performing, one of my gigs no longer shows the areas of improvement or strengths. What does that mean? It would be more helpful if the system specified which areas need improvement, rather than using vague, generic terms like it does now. For example, it might say "Effective communication ==> Strong negative impact" without offering any specific details. Instead, the system could point out where it's interpreting issues in my conversations with clients. This would help us understand the problems more clearly and ensure the system is accurately assessing our performance

[donnovan86]

14 hours ago, kevmatamoros said:

Hopefully, someone can give some advice. I never received an invite for a success manager. Any advice would help.  

Well I can tell you what my success manager told me. Recently I had some health issues, also went on a short vacation and all of that meant less orders, most of the ones I had were from regulars. And most of my regulars don't leave a review. My success manager told me that others will surpass you and you will have less impressions if you don't receive private reviews. Seeing your public reviews, you don't have a lot of recent ones. If others in your niche had more reviews than you recently, which I assume they did, you can now see why there's an issue. I was encouraged to contact previous customers so they can leave a private review, but I am not bothering people like that . As a return client, I wouldn't like to see such a message myself so.. 

But yes, that should be the reason why you have a lower success score and less impressions. They compare us with others within our niche. And the most recent reviews hold the most weight in the success score. Obviously, if we don't have recent orders and reviews to base the score on, most liklely that's why there are lower success scores. Keep in mind, the success score relies on data left by clients, along with our account's data, like cancellations, revisions, extensions and so on. So it's always a combination of issues, with some having more weight than others.

[vickiespencer]

9 hours ago, donnovan86 said:

They compare us with others within our niche.

My success Manager also told me this. If others in my niche get more private reviews, it will reflect poorly on me. We can only provide the best customer service possible and hope for the best. 

[donnovan86]

7 hours ago, vickiespencer said:

My success Manager also told me this. If others in my niche get more private reviews, it will reflect poorly on me. We can only provide the best customer service possible and hope for the best. 

Thank you Vickie. Unfortunately I am not the type of person to continually message return clients, forcing them to write a private review. I don't have that kind of relationship with people. I just try to be very respectful all the time, and if they want to leave a review, that's up to them. That's how it should be, not a forceful private review that might even be bad, just because I am forcing the person...

[lawrencewathoko]

I agree, Fiverr has become a toxic workplace with the introduction of the success score and AI to the rating system. I hope they are considering reviewing it in the future.

[axelfg]

You're totally right about the Sucess Score. Look at mine.... And I'm F!"#%ing Lvl CERO

On 9/22/2024 at 8:35 PM, kevmatamoros said:

Hi all, glad to have been part of this community for over 5 years in a tiny niche of scale modeling and been on top of this field until this new system was implemented. Since then I've lost level 2 status like most in my position here, and now being pushed off level 1 after completing yet another successful gig with a frequent return customer to go through the normal 5-star review process. Wake up the next day to find my score once again, lowered from 4 to now 3. After reaching out to customer service and stating the obvious, their copy-pasted answers leave me to do something I rarely do; post on a forum about our NEW FAVORITE SYSTEM in place which is slowly pushing us vets out! One of the complaints I'm getting from my success score is negative communication, which is ABSURD! Does AI not know how complements work? If I receive a message at 1 am EST,  I won't respond until at least 8 am which affects my score. If I don't run on a three-paragraph convo, they hit my score? Like WTF is one supposed to do to get over this hump? I can't convey better communication than I do currently. I never need requirements since INSTRUCTIONS come with almost all projects. Being extremely courteous always like I was raised, doesn't seem to help. Even when buyers reach out when they don't read my bio and demand I print them 3d designs, which I don't DO! I politely and courteously redirect them to the right person on the same platform! I don't know what to do anymore. Hopefully, someone can give some advice. I never received an invite for a success manager. Any advice would help.  

 

[octopusds]

Well, I'm glad I came to the forum to look for answers because the problem is definitely widespread. They "feed" some and let others die. Are only the Fiverr sharks good? What about the other sellers? It doesn't make sense that one person has more orders, better ratings, and more impressions. How am I supposed to get more orders if they don't balance the impressions? It's impossible to have healthy competition when some get everything and others just crumbs...

I read that there could be some kind of "refresh" in the SS after 60 days, but those days passed and nothing changed—I'm barely seeing any impressions, and my metrics look like a roller coaster! As someone mentioned earlier, this system has only been destroying the platform and making it more toxic. And like another person said, yes, clients are bipolar and unfair, because they can give us 5 stars and then give a 0 in the PF! And if they realized the power they have over sellers, we would be treated three times worse!

Good luck to everyone in the same fight—never give up!

[vickiespencer]

13 hours ago, donnovan86 said:

I am not the type of person to continually message return clients, forcing them to write a private review.

I don't, either. That's why I said all we can do is give the best customer service possible—and I hope that translates into great private reviews. 

[kevmatamoros]

Funny enough this drove me so nuts the other night, that I tracked down Micha Kauffman's emails (Fiverr CEO) and sent him a nice AI-generated letter pleading for change. Also, reached out to customer service again pointing out the obvious issues, and got this in a different response in return, from their usual copy and pasted answers. 

"Hello Kev, 
 
My name is Katie and I'd like to thank you for reaching out! I know it can be concerning to experience fluctuations in your Success Score that don't entirely make sense. I will gladly provide more information regarding this.
 
The success score is a multi-layered model that considers numerous metrics, variables, and nuances rather than relying on a simple mathematical formula. We assess the interplay of multiple factors that make up a successful order.
 
Performance is contextualized against similar seller categories in the same price range, providing a fair comparison. The score is relative to other sellers, since not all are the same and success is differing.  This means that even if your reviews are great, there can still be other sellers who out-perform you in certain aspects, and that gets factored into the score as well. 
 
That being said, I completely understand your point of view and that it can be unclear. I sincerely appreciate your feedback regarding the way the success score is calculated. 
 
I've gone ahead and also forwarded this to our product developers. We are always looking for ways to improve the Fiverr experience for our users.
 
Please know that we take all feedback into consideration and your point of view is very valuable to us. I really appreciate you bringing this to our attention.
 
If there is anything else that we can help with in the meantime, please let me know" 
 

What do you all think? Has anyone else on here received this type of response before?

[otem_global]

17 hours ago, donnovan86 said:

Thank you Vickie. Unfortunately I am not the type of person to continually message return clients, forcing them to write a private review. I don't have that kind of relationship with people. I just try to be very respectful all the time, and if they want to leave a review, that's up to them. That's how it should be, not a forceful private review that might even be bad, just because I am forcing the person...

Little wonder, I am experiencing similar issues. The kind of clients I have, they will just make payment and go with their project. Some of them will not even come online again to complete the order. They just message me "Elijah I have paid you". I don't force them to write public review talkless of private review.
I think Fiverr should make a reminder button on the order page, whereby when you click it will send a reminder message to buyer aside the email reminding fiverr is sending them as many of them do ignore the email from fiverr.

[donnovan86]

6 hours ago, otem_global said:

I think Fiverr should make a reminder button on the order page, whereby when you click it will send a reminder message to buyer aside the email reminding fiverr is sending them as many of them do ignore the email from fiverr.

Yeah because people LOVE being disturbed. Fiverr already is quite intrusive with their emails, they send a multitude of emails already. Some people even thought I am sending those, not Fiverr. That's why I don't see why I need to disturb people even further with my own messages. If someone wants to leave a review, they will most likely do that. I already got deranked due to a lack of private reviews, and that's because recently I only worked with return clients, for the most part. So I know very well that's the reason..

[webdeveloper89s]

Same goes for me, I am on fiverr from last 9 years and happily providing services as a level 2 seller. But since this new level thing with the success score they drop my level to "0". No positive reviews effecting on my success score. This new system is c**p. Eventually my sales drop to "0" as well. All these years on fiverr wasted. They should have think about it and bring back they old system or something new which will help the sellers like us all. Hoping for the best.

[thejamuhh]

11 hours ago, kevmatamoros said:

"Hello Kev, 
 
My name is Katie and I'd like to thank you for reaching out! I know it can be concerning to experience fluctuations in your Success Score that don't entirely make sense. I will gladly provide more information regarding this.
 
The success score is a multi-layered model that considers numerous metrics, variables, and nuances rather than relying on a simple mathematical formula. We assess the interplay of multiple factors that make up a successful order.
 
Performance is contextualized against similar seller categories in the same price range, providing a fair comparison. The score is relative to other sellers, since not all are the same and success is differing.  This means that even if your reviews are great, there can still be other sellers who out-perform you in certain aspects, and that gets factored into the score as well. 
 
That being said, I completely understand your point of view and that it can be unclear. I sincerely appreciate your feedback regarding the way the success score is calculated. 
 
I've gone ahead and also forwarded this to our product developers. We are always looking for ways to improve the Fiverr experience for our users.
 
Please know that we take all feedback into consideration and your point of view is very valuable to us. I really appreciate you bringing this to our attention.
 
If there is anything else that we can help with in the meantime, please let me know" 

I have received the exact same message!

[kevmatamoros]

On 9/25/2024 at 8:41 AM, thejamuhh said:

I have received the exact same message!

Thanks for that confirmation. I've decided to post as much info about other sellers' experiences via a few links in my open ticket. I've also decided to keep you all posted with these conversations to see if anyone else is trying to push the envelope to get them to make some changes. Or if the just continue to copy and paste the same nonsense. Cheers all, wish us luck with this fight! 

 

• Hello again,
   
  Pat here this time and I know your frustration related to success score.
   
  I have forwarded your inquiry to the relevant team for further review. As soon as I receive an update I will let you know by following up on this ticket.
   
  Your patience and understanding are highly appreciated.
   
  Kind regards,

  ---

  Pat | Customer Support | Fiverr.com

  Please note: Our Customer Support will never contact you via inbox to request payments, passwords, or private information.
  For more information about account safety, please see our Fiverr Online Safety Tips.

• 

  kevmatamoros

  • 1 day ago
  I will be patient however extremely vocal. These copy-pasted emails need to end, and real conversations need to begin. If you think I don't read or post on these Fiverr forums and see what this is doing to all of us. You're wrong. I await a real conversation about these issues.
• 

  Miles | Supervisor

  • 16 hours ago
  Hello there Kev,
   
  My name is Miles. I am a Supervisor for Fiverr Customer Support.
   
  After checking this further for you, I noticed that one of our agents forwarded this to our developers with your recommendation and the links to the posts. 
   
  That being the case here, you have nothing to worry about as they will review this and make the necessary changes in the days to come. As soon as it is done, you will be informed.
   
  Just keep in mind that we do not have an estimated time frame for this at the moment. 
   
  Other than that, should you need anything else, let me know.
  
  All the best,

  ---

  Miles | Supervisor | Customer Support | Fiverr.com

  Please note: Our Customer Support will never contact you via inbox to request payments, passwords, or private information.
  For more information about account safety, please see our Fiverr Online Safety Tips.

• 

  kevmatamoros

  • 2 minutes ago

  Hi Miles, this statement is worrying: "That being the case here, you have nothing to worry about as they will review this and make the necessary changes in the days to come."

  This experience with customer service has been nothing short of frustrating. I have communicated what I've received via this open ticket to the rest of the Fiverr community in our forums, and it's nothing short of disappointing. Each email has been copy-pasted and has been received by multiple sellers on numerous occasions. Verified!  

  Please don't tell us not to worry, when we have a lot to worry about with Fiverr and how they're currently running their services. For most of us, this is our livelihood and income you all are messing with! 

• 

  kevmatamoros

  • a few seconds ago

  Once again, each of these emails sent from your customer service department is being placed on forums for confirmation. I await your reply from your developers.

[designer_umair1]

My success score has been stuck at 4 for 6 months. I have given up and stopped taking Fiverr as a serious business. They are not updating the success score. I wonder why I could not even increase it up to 5 as I have done multiple orders with amazing feedback. no cancelations, friendly communication. It's enough now. No more chance they will give rise to sellers having lower success scores.