Success score

The success score metric evaluates each of your Gigs in key areas related to the order process and your relationship with clients. Each Gig’s history is examined to determine an individual score, relative to other freelancers. These individual Gig scores are then used to determine your overall success score.

What does the success score impact?

1. Gig visibility: The visibility of your Gigs in the marketplace is influenced by factors such as your ratings, the number of orders you've completed, your success score, and the quality of your communication with clients. Gig positions in search results can change daily based on these factors. Although search positions and impressions may fluctuate, these factors collectively determine where your Gig appears.

2. Freelancer levels: One of the six performance metrics determining your eligibility for each freelancer level can be found on your level overview page.

3. Visibility to clients:
   • Only you as a freelancer can see your success score.
   • Affects your overall level, which clients can see in the marketplace.
4. Account performance: If your success score falls critically low, your account will be labeled low performance and your visibility will be affected.

How the success score is calculated?

1. Longer evaluation timeframe:
   • Considers a longer period compared to previous metrics (which used only the last 60 days).
   • Prevents any single order from having too much impact on your overall score.
   • Provides a more accurate reflection of your performance over time.
2. Stable and comprehensive:
   • Designed to remain relatively stable, reflecting the history of your orders.
   • Changes to your score take time, ensuring a thorough evaluation.
   • Allows more time to learn from mistakes without immediate negative consequences.
3. Overall success score:
   • Considers all individual Gig scores.
   • Gigs with more orders carry more weight in the overall score.
   • Ensures accurate reflection of each Gig's performance in proportion to its order activity.
4. Individual Gig scores:
   • Located under ‘Score by Gig’.
   • Determined by examining the order history in six key areas.
   • Provides actionable insights, highlighting strengths and areas for improvement.
   • Expand each Gig to see which areas affect the score the most (positively and negatively).

Key areas

The six key areas are: client satisfaction, effective communication, conflict-free orders, order cancellations, delivery time, value for money.

Each key area includes various related data points, both quantitative (numerical data like statistics and scores) and qualitative (descriptive data like feedback and reviews).

To help you understand the factors influencing each Gig score, you’ll see the key areas that impact the score the most (both positively and negatively).

• Beyond ratings, this key area examines different data points from reviews you received, along with other stats that reflect how happy clients are with the overall order experience.
  
  Best practices:
  
  • Understand needs: Ask questions to ensure a clear understanding of client requirements.
  • Maintain communication: Regularly update clients on progress and address any concerns.
  • Exceed expectations: Deliver more value than expected to leave a lasting positive impression.
• Effective communication is determined by your responsiveness, helpfulness, and ability to set clear expectations.
  
  Best practices:
  
  • Be professional: Use clear, respectful language and avoid jargon.
  • Prompt responses: Answer client inquiries quickly to show you value their time.
  • Set expectations: Outline your workflow and timelines to manage client expectations.
  • Provide updates: Keep clients informed about project status and any issues.
• Tracks how often disputes and issues arise during the order process. 
  
  Best practices: 
  • Set clear expectations: Clearly define your services and limitations on your Gig page.
  • Respect client concerns: Approach client concerns with empathy and offer solutions.
  • Maintain positive and polite communication: Keep interactions with clients polite and professional, ensuring a positive experience.
• Examines the effect of cancellations on the overall order process.
  
  Best practices:
  
  • Proactive communication: Address potential issues early to prevent cancellations.
  • Understand needs: Clarify client requirements to avoid misunderstandings.
  • Offer alternative solutions: When issues or concerns arise, provide alternative options to help resolve the situation and avoid cancellations.
• Reflects how often you deliver on time or ahead of time, factoring in the frequency of late deliveries.
  
  Best practices:
  
  • Meet deadlines: Stick to agreed timelines or deliver early if possible.
  • Manage expectations: Set realistic deadlines and keep clients informed of any changes.
• Shows if clients feel they got what they paid for.
  
  Best practices:
  
  • Clear pricing: Ensure clients understand your pricing and what it includes.
  • Deliver quality: Provide high-quality work that meets or exceeds expectations.

See more tips for best practices here.

FAQs

• We recommend looking at the details of your success score on your level overview page. You can expand each Gig score (under ‘Scores by Gig’) to see which key areas have the strongest impact, both positively and negatively.
• To improve the areas with a negative impact, take a look at the tips provided in this article, along with the resources available on your dashboard. This information provides a deeper understanding of the factors contributing to your success score and how you can improve.
• The Success Score is based on your performance relative to other freelancers in your price range. A 10 is not necessary for success.
• Success scores can drop due to various factors, including:
  • Negative Reviews: Receiving lower ratings or negative feedback from clients can impact your score.
  • Late Deliveries: Consistently delivering orders late can reduce your score.
  • Order Cancellations: High rates of order cancellations, especially if initiated by you, can negatively affect your score.
  • Poor Communication: Ineffective or slow communication with clients can lead to a lower score.
  • Conflicts: Frequent disputes or conflicts with clients during the order process can also contribute to a drop in your success score.
  • Decreased Client Satisfaction: If clients feel that the value of your service does not meet their expectations, it can result in a lower score.
    To improve your success score, review the key areas suggested and the tips to enhance your performance and client satisfaction. 

• Focus on continuous improvement and delivering quality service. A high Success Score increases order chances, but it's not essential for success. Even with a score below 10, you can still receive orders.

• No, unresponsive clients do not negatively impact your success score. Fiverr’s level system is designed to account for such scenarios and place them in the right context. If clients are unresponsive without a clear reason, it won't be counted against you.
• The success score model takes a broader perspective, focusing on overall client satisfaction. Revisions, delivery extensions, and partial refunds are tools to enhance the client's experience and are evaluated based on their positive or negative impact on client satisfaction. The model identifies whether these actions improve the client's experience and adjusts the success score accordingly.

To learn more about the leveling system and get additional tips, check out this article.

If you have any questions about your success score, you can reach out to Customer support.