Please vote on which of these suggestions you like the most here - I will pass that feedback onto product development as well.
Hey all, so following a previous thread on the forum, after St. Level’s Day, I requested suggestions that Fiverr could make to the platform. Plenty of you responded and I have now consolidated the feedback and sorted it. This is the Google Doc I just put together, that I have sent as feedback and suggestions to my Fiverr contact. They are going to pass it on to Fiverr product development for consideration as improvements in future updates.
Please note that I will shortly be creating a poll so sellers can vote on the changes they like the most.
Suggested Improvements to Fiverr Systems and Seller Metrics
This is a document that consolidates suggestions from engaged Fiverr sellers (myself and others) on possible Fiverr system changes and improvements that will improve the platform for both buyers and sellers. Although these suggestions were driven by the recent level system updates, they have wider-ranging implications for improving quality of service, interactions, use, and perception of the wider Fiverr platform.
Background — Level System Update
Following the recent introduction of new seller appraisal metrics in January, seller levels were automatically reassigned by Fiverr algorithms. Following the changes, there was some robust (!) discussion on the forum about possible tweaks that could be made to Fiverr systems to provide sellers with more visibility and improve the Fiverr experience for them and for buyers.
The belief is that making these changes will improve the quality of buyer and seller interactions, help to manage expectations, and give sellers greater visibility and control over the most important quality of service measures.
Here are the suggestions from the forum, collected and consolidated by myself. You can see the original forum discussion here: https://forum.fiverr.com/t/been-demoted-think-fiverr-systems-could-be-tweaked-lets-brainstorm-suggestions-here
I have also provided links to the original post suggestion for more context if needed. Where there are numbers after the original post, this means there is further context and support for the suggestion in the thread.
We would be grateful if you could consider these suggestions for future systems improvements and your product roadmap.
I will also be setting up a poll to gauge seller support for all of these options and will provide the results of that separately.
Response Rates and Times Improvements
Don’t Count Spam Communications in the Response Rate Measurement
At the moment, even a communication from a blocked, spam seller has to be responded to within 24 hours or it is scored negatively in response rates. My suggestion is to simply remove communications from spam sellers from the response rate calculation. Original post.
Let Sellers Set “Availability Times” and Only Measure Response Rates During Those Times
A 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.” Original post. 2. 3. 4. Note that this was one of the most popular suggestions.
Show Any Messages that Have Not Been Responded To Separately
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. Original post. 2.
Email, Text, or Otherwise Notify a Seller Six Hours Before They Are Likely to Breach the 24 Hour Communication Period
If a seller hasn’t responded within 18 hours, remind them that they need to do so.
Limit the Number of Gig Multiples that Buyers Can Order
Provide a drop-down for sellers to limit how many gig multiples buyers can buy - it doesn´t help to set the allowed orders limit low if any buyer simply can order “X” multiples of a gig. Original post.
Provide Gig Limits Separately for Different Gig Packages in Each Gig
Also, it would be great if we could set the allowed orders in queue number separately for the 3 options of each gig - we may be able to take 10 orders for the basic gig anytime, while 2 orders of the premium gig would already be too much. Original post.
Protect Sellers When There is No Communication from the Buyer
If an order is raised without any instructions and the buyer is not forthcoming with information, or if there are long delays in responses from the buyer, allow the seller to cancel the order without an impact on their stats. Original post.
Allow Sellers to Not Accept Orders on Certain Gigs Before the Buyer Contacts Them
Occasionally, the scope or complexity of a gig may require the buyer to contact the seller to discuss the gig prior to ordering. Failure to do so can result in cancellation, if the buyer does not understand the scope and cost of work involved. Allow some gigs to not automatically receive orders until the seller and the buyer have communicated with each other. Original post.
Limit the Number of Modifications a Buyer Can Request.
No matter how many modifications you allow per order, a buyer can keep requesting them indefinitely, even if you clearly state that an additional modification will cost extra. If you have a maximum of two modifications allowed, then the buyer should only be able to send two, after which, they would have to pay your cost to send an additional request for modification. Original post.
Make it Impossible for an Order to Be Placed in the Event That a Buyer Doesn’t Supply Any Order Details
This is a key pain point for sellers and a major reason for cancellations. If a seller has requested order details be entered, do not allow the order to go ahead and be placed until those requirements have been completed. Original post.
Order Cancellations and Deliveries
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. Original post. 2.
Provide an Option to Automatically Extend Delivery Time
I propose an update that easily adds 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. Original post. 2.
Provide More Detailed Analytics on Why We Are Not Meeting Fiverr Goals
Sometimes, it’s 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 caused 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. Original post.
Ask Sellers to Take a Basic Competency Test
For example, a simple writing test to post writing gigs. Original post.