Success score system doesn't seem to work properly

[nemanjacvetk384]

Hello, so i have been demoted today because of the success score, and reasons are :

Effective communication

Negative impact

 

Delivery time

Negative impact

How are those metrics done?
I have delivered every job well before the deadline. If the customer hasn't confirmed on time, it shouldn't affect my score. Most customers don't even check to confirm once they are satisfied with the order. 
Another thing is Effective communication. What is considered effective communication? I have every customer satisfied with work and without complaints. How is this measured? 

[fahmin]

1. Delivery Time: Orders are considered late if they are not delivered before the deadline, regardless of when the client confirms. It’s crucial to ensure delivery through the "Deliver Now" button within the agreed timeframe.

2. Effective Communication: This metric assesses clarity, responsiveness, and maintaining a professional tone throughout interactions. Even if clients are satisfied, gaps in proactive communication (e.g., updates or clarifications) could impact the score.

[nemanjacvetk384]

So, I had every delivery on time before the deadline with a delivery button. just one out of 8 orders was confirmed late as I waited for the customer's feedback, so this doesn't make sense.