Drop in orders and seller level

[mashas_studio]

Hi guys, I was wondering is anyone else here having issues such as sudden drop in orders, no new customers, no orders, nothing?!

I've been here for the last 7 years, with more than 5500 orders completed, was Top Rated seller for years and about 2 weeks ago I got demoted to Level 2, the score just keeps going down every few days and now I am on success score 5, without having any insight about what happened for this score to drop so low and all of a sudden, haven't had bad experiences or anything out of the ordinary and it is just going down. How fast this is happening in about 3 weeks I will have success score minus 5...

Is it just me, or others have been experiencing this?

[coder_nazim]

You can contact customer support regarding this

[mashas_studio]

Already did that and all I got are some premade answers. That's why I want to see if others are experiencing same or similar situation as I am.

[mandyzines]

Have you looked at your succstress score metrics? https://www.fiverr.com/seller/levels

Did your Success Manager have anything to share?

[mashas_studio]

I did and it just keeps dropping, don't know why and don't know how. I would understand if I had like whole bunch of unhappy customers, but I had people that were really nice, kind, left great reviews and tips too (I understand there is a private review as well, but I doubt it would differ much from the public one). Regarding the Success Manager, I have never really contacted any of them.

[ch6k0r]

1 minute ago, mashas_studio said:

I did and it just keeps dropping, don't know why and don't know how. I would understand if I had like whole bunch of unhappy customers, but I had people that were really nice, kind, left great reviews and tips too (I understand there is a private review as well, but I doubt it would differ much from the public one). Regarding the Success Manager, I have never really contacted any of them.

The problem with private reviews is that happy customers rarely leave any after their big review thanking you and a big tip, the average super happy customer just moves on with their life, while a single ''unhappy'' customer can be silent for the public review and stab your stats by going into the private one, this results in a contradiction between what we see in public reviews versus private ones who are mostly submitted by people who have the power to ruin your stats.
I'm in a similar boat, I really don't understand what counts as client satisfaction if I'm having wholesome and positive interactions, 5 star reviews and tips yet I have negative impact on my score.

[mashas_studio]

8 minutes ago, ch6k0r said:

The problem with private reviews is that happy customers rarely leave any after their big review thanking you and a big tip, the average super happy customer just moves on with their life, while a single ''unhappy'' customer can be silent for the public review and stab your stats by going into the private one, this results in a contradiction between what we see in public reviews versus private ones who are mostly submitted by people who have the power to ruin your stats.
I'm in a similar boat, I really don't understand what counts as client satisfaction if I'm having wholesome and positive interactions, 5 star reviews and tips yet I have negative impact on my score.

So basically it comes to having happy customers be happy, and those unhappy or pretending to be happy just be snitches? If that's the case then this system is really faulty... I mean, if that private review is a main tool to determine the quality of the seller then it should be mandatory.

[mandyzines]

20 minutes ago, mashas_studio said:

So basically it comes to having happy customers be happy, and those unhappy or pretending to be happy just be snitches? If that's the case then this system is really faulty... I mean, if that private review is a main tool to determine the quality of the seller then it should be mandatory.

It's not the only thing, though. Through the succstress score page you can see succstress scores per gig, then the "key areas impact this Gig’s score the most," which has and right be low that there's a link to "The success score, explained" page https://www.fiverr.com/cp/success-score-explained Have you read that?

[ch6k0r]

25 minutes ago, mashas_studio said:

So basically it comes to having happy customers be happy, and those unhappy or pretending to be happy just be snitches? If that's the case then this system is really faulty... I mean, if that private review is a main tool to determine the quality of the seller then it should be mandatory.

Not really but my point was more about the fact that the system only counts private reviews, meaning if you've had one single bad private review it will be the one to affect the score and not the 100% positive public reviews, at least that's the only way I could explain how contradicting was my score against my public reviews.

[ch6k0r]

1 minute ago, mandyzines said:

It's not the only thing, though. Through the succstress score page you can see succstress scores per gig, then the "key areas impact this Gig’s score the most," which has and right be low that there's a link to "The success score, explained" page https://www.fiverr.com/cp/success-score-explained Have you read that?

And yes we should keep in mind that there are many other areas which affect the stress score, except that client satisfaction seems to be the final boss of this game, since we have no control over it.

[agonza1101]

Fiverr has introduced a new scoring system for freelancers, but there’s still no clear explanation of what actually counts as 'effective communication' or any of the other key areas for that matter. To me, effective communication means understanding the client’s requirements, confirming I can complete the job, providing updates at key milestones, and then delivering. But is that what Fiverr considers effective? Or does the algorithm expect updates to clients every 10 hours, for instance, to be considered as 'effective communication'? That is the question to Fiverr or whoever designed this system: what are the specific criteria behind labels like 'Negative Impact', 'Strong Negative Impact' or 'Room for Growth'? What exactly defines 'Room for Growth' and how are these judgments made? We need straightforward, objective metrics for each term, so freelancers know how to make the most of this scoring system

[mandyzines]

33 minutes ago, ch6k0r said:

And yes we should keep in mind that there are many other areas which affect the stress score, except that client satisfaction seems to be the final boss of this game, since we have no control over it.

She hasn't stated anything about client satisfaction, though, which is why I asked if she's looked at that whole section. 

[mashas_studio]

My client satisfaction has been in red from the very begining, I've contacted support then and now again and never really got clean answer on what I did so wrong that even though I have whole bunch of customers, happy and tipping ones, I am still "bad".

I asked them if they can give me an insight about what seems to be problem in order to resolve it, but never got a clear answer. Lately I noticed that every few days gigs just drop score, what was 6 yesterday, today is 5....

[ch6k0r]

16 hours ago, mashas_studio said:

My client satisfaction has been in red from the very begining, I've contacted support then and now again and never really got clean answer on what I did so wrong that even though I have whole bunch of customers, happy and tipping ones, I am still "bad".

I asked them if they can give me an insight about what seems to be problem in order to resolve it, but never got a clear answer. Lately I noticed that every few days gigs just drop score, what was 6 yesterday, today is 5....

The official description of client satisfaction is so vague too, nobody knows what are the ''other stats'' exactly.
If it considers private feedback only then it should be stated, if it does consider other ratings and public reviews or even tips then there's no logic that a seller with 100% happy customers can have negative impact on Client satisfaction.

[priyank_mod]

18 hours ago, mashas_studio said:

Regarding the Success Manager, I have never really contacted any of them.

You should contact your success manager and seek advice on the way forward, to improve your performance and gig score. 

Now, whether you choose to implement those suggestions or not, that's completely your call but at least you will get a 3rd person perspective with bird's eye view. SM's have a certain amount of visibility to our internal stats, which they can't reveal to us but on basis of those stats, they are authorized to provide suggestions and guidelines. 

[ch6k0r]

52 minutes ago, priyank_mod said:

You should contact your success manager and seek advice on the way forward, to improve your performance and gig score. 

Now, whether you choose to implement those suggestions or not, that's completely your call but at least you will get a 3rd person perspective with bird's eye view. SM's have a certain amount of visibility to our internal stats, which they can't reveal to us but on basis of those stats, they are authorized to provide suggestions and guidelines. 

Has anyone ever got some suggestions from their success manager regarding their Client Satisfaction?

[priyank_mod]

5 minutes ago, ch6k0r said:

Has anyone ever got some suggestions from their success manager regarding their Client Satisfaction?

I didn't seek any suggestions since the new system came in but others might have, so they might be able to share. 

To me its pretty much like you have explained above in your posts regarding 'private reviews'. I just focus on not earning negative reviews in private!! 

[ch6k0r]

28 minutes ago, priyank_mod said:

I didn't seek any suggestions since the new system came in but others might have, so they might be able to share. 

To me its pretty much like you have explained above in your posts regarding 'private reviews'. I just focus on not earning negative reviews in private!! 

I guess I'm good at getting nice reviews, happy customer messages and tips but still really bad at private reviews 😅

Jokes aside I find it pretty uncontrollable and vague, we can't really know what went wrong or how private feedbacks are calculated exactly.

[priyank_mod]

13 minutes ago, ch6k0r said:

Jokes aside I find it pretty uncontrollable and vague, we can't really know what went wrong or how private feedbacks are calculated exactly.

We can't know and they won't share an iota of information with us!!

They know very well what people did by manipulating the system with public ratings and reviews. 🫠

[mashas_studio]

2 hours ago, ch6k0r said:

The official description of client satisfaction is so vague too, nobody knows what are the ''other stats'' exactly.

Yeah, even their explanation when you ask them about it are quite vague, sometimes even contradictory. They just can't decide if the system is dynamic, or not.

2 hours ago, priyank_mod said:

You should contact your success manager and seek advice on the way forward, to improve your performance and gig score. 

 

I guess I will have to, but will have to figure out a way how to have a chat communication with some of them, instead of Zoom call, not quite the talkative person here, especially when I have to be face to face with someone like that.

[priyank_mod]

2 minutes ago, mashas_studio said:

I guess I will have to, but will have to figure out a way how to have a chat communication with some of them, instead of Zoom call, not quite the talkative person here, especially when I have to be face to face with someone like that.

Same with me. I have had just a couple of calls with SM in 3 years, which were also formal induction meetings to programs. 

I always drop a mail and usually get a response within a few hours or at max, a working day. 

[mashas_studio]

2 minutes ago, priyank_mod said:

I always drop a mail and usually get a response within a few hours or at max, a working day. 

That's awesome if it can be done that way. I will then have to look for the one that will be good for me. 🙂

I assume in order to contact them through mail you gotta ask support for that info?!

[priyank_mod]

Just now, mashas_studio said:

That's awesome if it can be done that way. I will then have to look for the one that will be good for me. 🙂

I assume in order to contact them through mail you gotta ask support for that info?!

No, you don't need to contact support. 

Navigate to seller plus "program page" under growth and marketing tab, you will find the details of your success manager. When you hover the cursor to "send a message" button, it will show your their email ID. 

PS I'm assuming you have seller plus premium membership. 

[mashas_studio]

20 minutes ago, priyank_mod said:

No, you don't need to contact support. 

Navigate to seller plus "program page" under growth and marketing tab, you will find the details of your success manager. When you hover the cursor to "send a message" button, it will show your their email ID. 

PS I'm assuming you have seller plus premium membership. 

Thank you so much, really helped me here! 🙂

And yes, got the highest one.

[mrubaid820]

1 hour ago, priyank_mod said:

I just focus on not earning negative reviews in private!!

Exactly, We can't change the system, but as a seller, we can adapt it to provide better service. The issue arises when we encounter buyers publicly giving 5-star ratings but privately providing negative feedback.

How can we identify a buyer's nature to determine if they might leave a negative private review?

In my opinion, one beneficial approach is effective communication with the buyer - or perhaps I should say, over-communication.

Also, buyers with lower budgets or those who constantly ask for discounts might also leave negative private reviews.