Fiverr Success Score - a Fiverr's Top Rated & Pro Verified Seller's View

Hello dear reader, I hope you're doing well. In this LinkedIn article, I'll share my ideas, work ethic, and the workflow I follow to maintain my success score and I hope that it will help you maintain yours too. It's been almost 1 year since this success score system came but yet, people many Fiverr freelancers are still in confusion how to improve their success score.

Fiverr's algorithm determines success scores based on 6 major areas. They are:

1. Client Satisfaction
2. Effective Communication
3. Conflict-free Orders
4. Order Cancellations
5. Delivery Time
6. Value for Money

These key factors check your performance in these sections and how well you're handling customers compared to your competitor sellers.

Below, I'll break down all these factors so that you can ensure that you tick on all of them effectively to keep your score growing or maintain it professionally.

Client Satisfaction

This is determined based on the review that you get, the amount of happiness your client expresses about your service and the overall customer experience. Their AI also checks your conversation and their responses to determine their sentiment regarding their order experience. To ensure that you top this factor, focus on asking questions that you are not clear about, update clients about what you're doing without ghosting them until the delivery time arrives, and do more than what your client expects so that they can feel a positive impression about you and your work.

When I deal with clients, I try to stay polite, keep my tone of the sentence humble(use Grammarly extension or ask AI to learn how to keep your tone polite, professional, and friendly), and ask them about things I'm confused about or need to know more information from them. I keep them posted regarding my progress so that they don't feel like I'm not actively working on their project and this ensures that we both are on the same page and the client is assured that their work is going at the right pace.

Effective Communication

This is determined by how fast you respond to a client inquiry, your interest in working on their project, and how you deal with your clients to convert them into a successful order. This is also analyzed by AI based on your conversation history with your client.

To ensure a good score in this factor, use clear, ensure polite, and respectful language, and stay on point. When your client comes to you, try to be as responsive as possible so that they can feel your interest in working with them. Set a clear expectation and breakdown of what your client is going to get so that they don't over-expect or they can visualize their expected result. Provide them with a correct delivery timeline and keep them informed regarding your progress on the project.

I always ensure that I show my responsibility to the clients when they come to me to ensure that they're working with a professional and they're in good hands to have their project completed with success. If there's anything I cannot offer, I politely deny them showing proper reason for not being able to achieve that so that they understand what I can offer and what I cannot in their project scope.

To help my clients understand what they will get, I try to share a video presentation of what I developed/prototype of the project so that they can visualize it properly (it may not be necessary depending on the niche of the service you're offering to the client). I willingly attend any meeting if needed by the client to help them understand any concerns that they have or if they want to share more insights into their project.

Conflict-free Orders

This is determined based on whether you're using the resolution center on your order or not. For example, if you extend the delivery time, give a partial refund to your client, your client asks for a revision or any kind of dispute opened in an order including reaching out to customer support for assistance from the customer's end falls under this.

To avoid a negative impact on this, avoid extending the delivery timeline, getting revision requests, or any chance of getting dispute requests from your clients. This can be achieved by proactively discussing with the client to understand what they want and if they need any change, make sure to give them the change in their inbox so that they can decide if they need further revisions. Once everything is finalized, then do your delivery. To avoid delivery time extension issues, set a higher delivery time thinking of the worst-case scenario and keep the customer informed of any unavoidable circumstances.

I usually take extra time upfront to make sure that I can meet what my clients want and if I need additional time, I keep them informed so that they can be assured of my progress. If there's anything that I cannot do, I let them know with an explanation too so that we can improvise our plan based on that feedback. That way we both stay on the same page and avoid conflicts.

Order Cancellations

This one is self-explanatory but not every cancellation is counted negatively here. If you cancel an incomplete order or due to a technical issue where you don't have any fault, this doesn't negatively impact your score. If you cancel without delivery and select some reason that favors you and it wasn't your fault for the cancellation, it won't be negatively impacted either. For a situation like this, once you cancel your order, please reach out to customer support team to get your order completion rate reset back to normal (in cases where you didn't have any fault). This will help prevent your score from being counted without your fault here.

I rarely cancel orders because I prefer discussing project scope with clients first to understand if it's on my radar so that I can calculate and test the possibility of successfully achieving it. I don't take orders that I don't find myself comfortable working on them. But still, there were situations where I had to cancel them. They were direct orders and a couple of them got cancelled due to technical issues happening on the client's end which I didn't have any control over.

If I commit to a project, I make sure that it is done with success. If there are any situations where some part of it is unavoidable and cannot be done, I mutually agree with clients to compensate on that part for next orders in the future. This helps to avoid canceling an order for something small impacting the process.

Delivery Time

This is calculated based on how fast you deliver or on-time deliveries that you make compared to late deliveries. Never deliver late no matter what happens. Always set a time that you can still meet regardless of any worst-case scenario. If you don't have any scope of delivery at an agreed time, communicate with your client upfront to extend your delivery time so that you don't have to deliver late. Always communicate with your client so that they know when you're going to deliver their project. Communication is the key!

I have never been late to deliver projects to my clients and it helped me surprise them with faster project turnaround many times. There were situations where I had to handle multiple projects at once, I kept everyone updated so that they knew when I would be switching to their project so that they could stay informed of my progress. Some freelancers suggest keeping orders in queue but I would say the opposite, "Keep your order queue clear" so that Fiverr would know that you're up for taking on new projects and new clients won't go elsewhere thinking that your time is already occupied.

Value for Money

This part probably comes from the feedback received from the client for both public and private feedback as that's where the "Value of delivery" section is dedicated and relevant.

Make sure to inform your client upfront regarding the project cost, why you're charging them that money, and how it's effective for their business so that they don't feel cheated or robbed by you and express their impression of it in their reviews. Some clients don't understand this part well and can give fewer stars which is expected. But try to create a friendly connection with them so that they can feel at home working with you and feel eager to give you Five stars all the way.

I clearly explain what the cost of a project will be and how much they'll be charged so that they can determine if they want to proceed. As I give them a proper breakdown and explanation of how their project works, it makes them feel easy to work with me (thanks to the experience that I gained). Their overall experience helps me secure their happiness and get ticked on every section.

So, that's the end of this article. If you have read till the end, congratulations to you for reading this far, and thank you for taking the time to read it all.

I hope this article helps you thrive in your Fiverr career and keep your score better.

In the older days, freelancing on Fiverr was limited to getting 5 stars only after completing orders. The new era of freelancing on Fiverr is now far beyond that. You have to keep your communication professional, respectful, and friendly with the customers you handle and keep them happy all over and it must be reflected in their communication and response that they provide to your actions. Not only that, it also compares you with your competitors so that they can understand who is giving more focus on the client's need and their level of satisfaction while working with a seller.

Wishing you a good day and see you in the next one!

Tufayel Ahmed

Top Rated & Fiverr Pro Verified Seller (Verified in Software Development)