[Etiquettes for navigating ratings and reviews from buyers]

Today, I received 4 stars from one of my clients.  In the comment, the buyer says she is very happy with the results, but she selected everything under the "WHERE YOU CAN IMPROVE" section. After leaving this feedback, she also messaged me in my inbox to thank me and to tell me that the results were very good. And just now when I was writing this comment, she messaged me to get more work done.

I did so well for this buyer in every aspect, the buyer seems happy too but I am not sure why she selected everything under the "WHERE YOU CAN IMPROVE" section. I wish I could ask how I can improve further. Because I want to improve myself.

I appreciate how @Kesha has guided us that "If you disagree with or require further clarification on a review, you may politely inquire without being confrontational. For instance, you could say, "Hi, I noticed your recent review and would appreciate any feedback on how I could improve." In cases where a buyer unintentionally leaves a low rating, tactfully seeking clarification may prompt them to want to correct the review. "

@Kesha I have a question. According to my scenario, if I want further clarification on this review, should I ask my buyer "Hi, I noticed your recent review and would appreciate any feedback on how I could improve."?

I am afraid to do so because Fiverr says "It is against Fiverr’s Community Standards to manipulate, pressure, or ask for the removal or modification of a published review or rating.".

But I really want to improve myself. @Kesha could you please guide me on this?

Thank you very much!

as

[Update: Addressing new level system questions and feedback]

On 2/15/2024 at 5:33 PM, Kesha said:

We're closely reviewing the questions and concerns you’ve raised and wanted to address them directly. We value your feedback tremendously and are grateful for your engagement, as your insights play a crucial role in shaping the platform for the better. So, we’re providing another update to keep you informed about what we're currently working on and what to expect.

The one-month buffer period serves two purposes: allowing you to adjust to the new system and providing us with time to consider your comments and take action. We recognize the significant impact of this change and aim to collaborate as a community on the best paths forward. Your contributions have been invaluable in maximizing this time for us to make fixes before changes are implemented in the marketplace.

One key point raised is cancellations rectified by Customer Support affecting success scores. We recognize this oversight and are actively working to resolve it before the transition period concludes. We will keep you informed of any updates.

Regarding the Order Cancellations key area that may be displayed under your Gig success score, it's important to clarify that this is different from OCR (Order Completion Rate %). The Order Cancellation key area considers various metrics around order cancellations, including factors related to the order process before determining bad cancellations. It's a smarter, more complex indicator and not a simple percentage like OCR. 

Additionally, we understand the need for clarity regarding the overall success score and the Gig success scores. The overall success score takes into account your Gig scores. Gigs with higher order volumes have a greater impact on your score, while those with fewer orders contribute less. This ensures that your success score accurately reflects each Gig's performance relative to its order activity.

Each Gig is unique, and its score reflects various factors specific to that Gig. It's not a one-size-fits-all formula; rather, it considers multiple variables for each Gig, freelancer and the marketplace as a whole. For example, this means it is possible to have 2 Gigs with the same score, but with different key areas highlighted, each with different weights. The key areas highlighted provide insight into factors affecting each Gig's evaluation. You can learn more about these key areas and tips for improvement here.

It’s important to emphasize that the displaying of these scores and metrics does not signify a sudden change in how your marketplace performance is evaluated. Instead, it represents a move towards enhanced transparency, providing you with deeper insights into the underlying evaluation processes. Your visibility into these scores is intended to empower you with knowledge on how to improve.

We are committed to fostering an environment of open communication and collaboration, and your feedback remains instrumental in driving our continuous improvement efforts. We will continue listening here in the forum. If you have concerns or questions about your individual metrics, please reach out to our Customer Support team. They will prioritize assisting you as quickly as possible, ensuring that all crucial requests are addressed before the buffer period concludes. 

@Kesha 

I am a level 2 seller. I have completed 2.9k+ orders. I have 2,067 reviews with an overall rating of 5* and I have got only 1 negative review. When this new level system update came, I was given a 7 success score. I don't know how it was calculated.

Today it has dropped to 6 and it is showing me a notification that you have 30 days to get back on track.

I did read in the forum that the individual gig that is getting the most orders, its success score will impact the overall success score more. When I checked my main gig (Photoshop Editing Gig) which is getting more orders, its success score is 6 today (it was 7 earlier), so probably this is the gig that reduced my overall profile success score to 6.

When I checked its success score, the main reason was "Client Satisfaction is a negative impact". I only have 1 negative feedback, I don't know why client satisfaction is showing low. Also, how can I improve it?

For conflict-free orders, it is showing "Room for growth", in the past 2 years, this gig canceled a total of around 14 orders from which most of the orders were canceled with the help of customer support because of reasons like the buyer did not provide requirements, etc. 

In my reviews, you can see my buyers are completely happy and satisfied, out of 2,067 reviews I only got 1 negative feedback. How can my success score be lower because of Client Satisfaction? I am very disappointed with this update and feeling worried about my level.

I have seen many other sellers on this forum who were waiting to become TRS and suddenly they became level 0 when this new level system came. I feel like this update is not fair, the previous seller-level system was good. 

[Update: Addressing new level system questions and feedback]

On 2/15/2024 at 8:20 PM, Kesha said:

Hi! We have not increased the pricing for the Seller Plus program. It remains $19/month for the standard tier, and $39/month for the premium tier. The premium tier comes with several more benefits and therefore costs more. Sellers who join the premium tier with the "early bird" pricing or during promotions can lock in a rate of $29/month for the premium tier as long as they do not leave the program. If they leave and wish to rejoin, they will have to pay the $39/month. I hope this helps clarify things. Please let me know if you have any other questions. 

@Kesha I joined it as an early bird at $29/month and I never left it, I am a level 2 seller and today I got a notification to get on track in 30 days. In case my level drops to level 1 after 30 days, will I lose my seller plus premium? And if I will rejoin it after maintaining my level 2, would I be charged the same $29/month or $39/month?

[Update: Addressing new level system questions and feedback]

On 2/15/2024 at 6:37 PM, smork said:

This is absolutely not happening for a tremendous amount of people.  In fact, quite the opposite.

Where are those of us who are stuck not knowing how to proceed meant to go from here? 

In my case your system is threatening to remove my TRS rank that I have maintained since 2015 for stats that I cannot see or respond to / address.  I tagged you in a post on the very large thread you started yesterday

Here is a screenshot of a section from that post where today I your system warns me I'm going to lose my rank:

You can see how this is so detrimental to someone's well being right? 

The support team are using copy and paste answers and are not responding to direct questions - So that leaves people like me and many others in a limbo of dread because we can't get any clear guidance right now.

I completely agree with you. I am a level 2 seller. I have completed 2.9k+ orders. I have 2,067 reviews with an overall rating of 5* and I have got only 1 negative review. When this update came, I was given a 7 success score. Now they have dropped it to 6 and they are showing me you have 30 days to get back on track.

They say the gig that is getting the most orders, its success score will impact the overall success score more. When I checked my main gig it is 6 now (it was 7 earlier), the main reason they are showing is "Client Satisfaction". I only have 1 negative feedback, I also don't even know how to get back on track when I don't believe I have done anything wrong.

For conflict-free orders, it is showing "Room for growth", in the past 2 months I have completed 250+ orders with 0% cancellation. I am not sure why it is showing this factor.

I am very disappointed with this update. I completely understand you want to reduce low quality sellers on your platform but your updates are harming reputable sellers too. Please listen to the sellers feedback about this update.

[Request for Dark Mode Feature on Fiverr Web and Mobile App]

I agree with you. At the night time it is very irretating to use light mode and it would be great if they launch dark mode for both desktop and mobile application.

[Order in queue = more popular?]

It depends upon what a buyer think when he/she will see orders in queue.
By the way I got more orders when my orders are in queue.