Following St. Level’s Day, I thought it would be useful to have a thread that collects together suggestions for improvement to the metrics we’re currently being measured on.
I have a contact in Fiverr (a manager in the customer success team) who I am in fairly regular contact with. If we can get together a good collection of suggestions, I will collate them and send them over to her. In turn, I am sure she will pass the best ones over to the development team for consideration in Fiverr updates.
Some suggestions / requests on how to respond:
- Please focus only on practical suggestions for improvement. This isn’t the place to complain about demotion - there are other places you can do that.
- Only make suggestions based on areas that impact the criteria for automatic promotion / demotion - Response Rate, Order Completion Rate, On Time Delivery, Overall Rating.
- The best ideas are those that are practical to implement, and will help to enhance the reputation of the Fiverr platform as a whole.
- Feel free to offer suggestions on ideas others have proposed to improve them.
OK, so I have a few to kick off with.
Don’t Count Spam Communications in the Response Rate Measurement
This seems like a given. at the moment, even a communication from a blocked, spam seller has to be responded to within 24 hours. My suggestion is to simply remove communications from spam sellers from the response rate calculation.
Let Sellers Set “Availability Times” and Only Measure Response Rates During Those Times
I don’t want to have to respond within 24 hours, no matter when a message is sent. My suggestion would be to let sellers set availability - e.g. 8 AM to 6 PM, Monday to Friday, and only calculate response times within those windows. Outside of those windows, maybe your gigs don’t show, or the buyer gets a notification of when they can expect a response (based on your availability window). This could work like a mini “vacation mode.”
Show the Messages that Have Not Been Responded To
Provide an “unresponded to” message option in the Fiverr communications system so that sellers can quickly and easily review the messages they still need to respond to.
Allow Sellers X Number of Mutual Cancellations that Don’t Impact Order Completion Rate
Sometimes cancellations happen through no fault of the seller. Allow a seller a certain number of “free passes” for mutual cancellations - this could be based on level, number of successfully completed orders, etc. everything else about the order cancellation would apply as it does now, but it would not impact on Order Completion Rate or On Time Delivery.
Provide an Option to Automatically Extend Delivery Time
At the moment, any revisions, resolution center updates, etc, apply to the original date of an order and the timescales you gave for completion. I propose an update that tags days onto the end of the original delivery date, and also a resolution center amendment that lets you click a single button to request additional time to complete an order. The buyer would still need to agree to the extension, and you might only be able to do this X number of times, similar to the mutual cancellation suggestion above.
Provide More Detailed Analytics on Why We Are Not Meeting Fiverr Goals
Sometimes its a mystery why our measures go down. My suggestion would be to let us dig into the analytics a little more to find out what problems casued a drop in ratings. For example, if we don’t have a perfect response rate, perhaps the system could let us know what messages we failed to respond to.
Over to you - what do you think about these ideas, and do you have any of your own to add? I will let this thread run for a week or so before collating responses and sending them over to my CS contact.