FAQs: Response rate and response time

We've heard a lot of feedback from the Fiverr community about response times and rates.
Let's review some of the most frequently asked questions below.

• The response rate indicator is a valuable tool that:

  • Promotes quicker responses to clients
    By helping clients receive freelancer responses as quickly as possible, we hope to create a positive experience on Fiverr so that clients will return to Fiverr for more orders.
  • Helps you understand how responsiveness can grow your Fiverr business
    This also allows you to track your improvement over time.
• • Response rate is the percentage of first responses to new messages that a freelancer sends within 24 hours.
  • Response time is the average amount of time in hours that it takes for a freelancer to respond to a new message in their inbox.

• The response rate tracks the percentage of first responses sent within 24 hours over the last 90 days.

  Example: If you received 10 new requests in your Inbox within the last 90 days, and replied to 9 of them within 24 hours of receiving each one, your response rate is 90%.

  Note: If you reply to the last message more than 24 hours after receiving it, your response rate will still be 90%. However, we recommend that freelancers respond even after 24 hours.

• The response rate indicator tracks your first response to a new inbox message from a new client.

  After that first reply, the rest of the conversation isn't tracked, however, it is essential to continue conversations with clients until a conclusion is reached.

• Remember, you can always improve your response rate over time by replying to new messages within 24 hours.
  
  Tips if you are having trouble keeping on top of your Inbox:

  • Download the app for iOS or Android
    This gives you a chance to see alerts when you receive new messages and efficiently respond anywhere.
  • Set up Quick Responses
    This feature can help you reply to your clients much faster.
    
  • Change or extend the delivery time on your Gigs
    This can be very beneficial if you're feeling overwhelmed with managing your inbox requests.
• It changes daily, to reflect the last 90 days.

• No, in this case, automatic responses aren't considered as a response to the client's message.

  Your auto reply message only informs the client that you're looking into their message, but it won't mark the message as "answered" if you don't manually respond within 24 hours.

  Note: Your response time will be affected by the time you take to manually respond to the client. Learn more with Set up your Auto Reply.

• Working with clients in other time zones can affect your response time, but not your response rate. The response rate allows a full 24 hours for freelancers to respond to the message. Despite being in different time zones, you'll still have an opportunity to respond to the message within 24 hours and not see your rate drop.

• There are a few types of messages that aren't factored into your response rate:

  • Spam and solicitations
    You don't have to reply to spam and solicitations in your Inbox—as long as you report the message as spam, it won't count against you.
    • • To report a message as spam:
        Click "Report" (next to the new message and all messages in general).
      • To report spam on the mobile app:
        Use the 'Send feedback' option, which will then contact the Fiverr team.
  • Spam must be reported within 24 hours
    If you would like to respond, you have the option to and can click "Unmark as Spam."
    • • If you unmark as spam and want to reply:
        You must respond within 24 hours of the message being received, or it will affect your response rate.
      • If you block a user from contacting you:
        You must also report their messages as spam to avoid having your response rate drop.