I know I’m suggesting changes and that costs a lot of money with your web developers, but next time you do upgrade your site, please consider these changes.
Make your data collection random. One out of five transactions max.
Making orders is easy but on both ends, everything after the order makes you throw up your hands. Not after one order, but for frequent buyers and sellers – It’s a pain. Fiverr isn’t the only place I buy or sell from and I can say that the level of questions and clicks after a transaction amounts to a psychological Fiverr tax.
Surveys should be a random thing. Not every single transaction. I work for a fortune 500 company and we realize this. We know that surveys keep our employees in line and deliver useful data about the mechanisms of our customer’s experiences, but the RANDOMNESS of surveys is just as effective at keeping employees on their toes. On the other end, for the customer with many touchpoints, surveys can be a tax. Fiver has ZERO balance, (read zero conscientiousness) here. It’s just SURVEY, SURVEY, SURVEY.
As a buyer and seller, and an employee, I can tell you, I’m sick of surveys. The company I work for does surveys and customers hate them. As an employee, I’m mandatorily surveyed every quarter and I HATE It because the questions asked aren’t relevant to what I want to tell them. Surveys should be a random thing. Not every single transaction.
We know that our customers hate for us to needle them after they’ve called us and made a transaction. and that contacting them every single time, as Fiverr does, leads to false all-ten or all zero or all-five replies. Look at your own reviews “Outstanding experience” is an artificial outlier.
I also shouldn’t be taxed by having to Publicly critique every single buyer that reviews me before I can even see their review. Sellers don’t rate buyers and buyers don’t expect it. A response to a review should be optional. It gets harder and harder to come up with a SAFE and PUBLIC response for a growing list of customers.