The success score, explained

The success score, explained

In the dynamic world of freelance work, success isn't just about delivering quality results—it's also about understanding and meeting the diverse needs of your clients. At Fiverr, we recognize the importance of not only creating exceptional work, but also ensuring a positive experience for both freelancers and clients. 


That’s why, as a part of the new freelancer level system, we've introduced a new metric called the success score. It’s designed to provide valuable insights into what factors contribute to your performance as a freelancer on our platform. 


The new success score metric looks at each of your Gigs in key areas related to the order process and your relationship with clients. By understanding how each area influences your success score, you can take proactive steps to enhance your performance, and ultimately improve your overall success as a freelancer on Fiverr. Dive into each key area below.

To understand how the success score is calculated, read more here.

Key areas

Client satisfaction

Client satisfaction is an important component of the success score. High client satisfaction means that your order processes and delivery themselves align with clients’ instructions and meet—or exceed—their expectations. Client satisfaction is determined by a variety of indicators such as the order rating score, which is based on clients’ feedback following order completion, and also considers the absence of any events that point to negative experiences on the client side.

→ Tips on how to improve this key area:

Understand your clients needs

Don’t be afraid to ask questions. Take the time to thoroughly understand what your clients are looking for. Ask questions to clarify any uncertainties and ensure you have a clear understanding of their expectations before you begin the project. 


Ask questions like: 

  • What is the main goal or objective you hope to achieve with this project?
  • Who is your target audience, and what message do you want to convey to them?
  • Are there any specific design preferences or styles you have in mind?
  • Do you have any examples or references of projects that you like or dislike?
  • What is your expected timeline for completion, and are there any important deadlines to keep in mind?
  • Are there any specific requirements or specifications that need to be met?
  • How do you envision the final deliverables being used or implemented?


Tip: try out this proposal template.

Stay in touch throughout the entire project process

Communication is key to ensuring client satisfaction. Keep your clients updated on the progress of their project with periodic updates through the Fiverr inbox or through scheduled Zoom calls. Let them know what stage you're at, any challenges you've encountered, and how you're addressing them. 


For certain types of projects, such as website development or graphic design, schedule demo sessions to showcase the work completed so far. This gives your client an interactive way to provide feedback and make any necessary revisions early in the process.

Don’t just meet expectations - exceed them

Strive to deliver work that not only meets but exceeds your clients' expectations. Look for ways to add extra value to your services. Going above and beyond will leave a lasting impression on your clients and increase the likelihood of positive feedback and repeat business.


You can even provide your client with resources, tips, or recommendations related to their project or industry. This could include articles, tools, or best practices that can help them achieve their goals more effectively. It demonstrates your expertise and dedication to their success.

Effective communication

Another key area is the level of professionalism when it comes to communicating with clients. This considers not only how available and responsive you are when talking to buyers, but also the quality of your communication when it comes to setting expectations, providing clarity and transparency throughout the order process, and addressing any issues that arise. Great communicators demonstrate active listening, ask clarifying questions, and encourage feedback - all in a friendly, polite tone.

→ Tips on how to improve this key area:

Be professional and polite

Avoid using slang or jargon the client may not understand. Express appreciation for their business and thank them for their feedback and cooperation. Make sure to handle issues or conflicts constructively and respectfully, focusing on finding solutions rather than assigning blame.

Ask any necessary questions and answer client questions promptly

If you're unsure about something, don't hesitate to ask the client for clarification. Respond to client messages and inquiries in a timely manner, even if it's just to acknowledge receipt and let them know when you'll provide a more detailed response. Being accessible and responsive builds trust and shows that you value their time and input.

Explain your process to set clear expectations

Outline your workflow and the steps involved in completing the project so the client knows what to expect. Describe any tools or technologies you'll be using and how they contribute to the project's success. Additionally, you can provide an estimated timeline for each phase of the project and explain any factors that could affect the schedule. Take a look at this template you can use at the beginning of your next order.

Share your progress along the way

Keep your clients informed of the progress of their project by sharing updates, milestones reached, and any potential delays or challenges you encounter. Transparency and proactive communication help manage expectations and minimize surprises.

Address any issues that may arise promptly and constructively

If any issues or concerns arise during the project, address them promptly and constructively. Listen to the client's perspective, acknowledge their concerns, and work together to find a resolution that satisfies both parties. Keeping lines of communication open and handling conflicts professionally strengthens trust and collaboration.

Build a relationship with your client

Your freelancing career is a collection of relationships. Great relationships can be fostered through clear and honest communication, and can in turn lead to returning happy clients.

Conflict-free orders

To assess the occurrence of disputes between you and your clients, we look into unresolved matters regarding delivery times and cancellations requests, as well as the number of disputes that had to be escalated to the Fiverr Customer Support Team. The score will also take into account any indications that the client had a bad experience and was unsatisfied with the delivery.

→ Tips on how to improve this key area:

Set clear expectations from the start

Make sure your Gig page includes detailed descriptions of your services, noting clearly what is and what isn't included in each package, outlining limitations, and what the client can expect. Read more here for tips on how to make your Gigs stand out. Discuss any potential obstacles or challenges that could arise during the project and how you plan to address them. Additionally, establish clear communication channels and preferred methods of contact to streamline communication and prevent misunderstandings.

Respond respectfully to any client concerns

Approach every client interaction with empathy and understanding, recognizing that their concerns are valid and important. Avoid becoming defensive or dismissive, even if you disagree with the client's viewpoint. Instead, acknowledge their concerns and express a genuine desire to resolve the issue. Utilize this template to communicate the situation with your client.


Offer solutions or alternatives to address the client's concerns, demonstrating your commitment to finding a mutually satisfactory resolution. Follow up with the client after the issue has been resolved to ensure they are satisfied with the outcome and to maintain a positive relationship.

Use the LATTE method

Draw on behavioral science and utilize the tried and true LATTE method that has brought success to companies of all sizes, when optimizing for customer satisfaction in stressful situations.


Listen to the customer

Acknowledge their complaint

Take action by solving the problem

Thank them

Explain why the problem occurred

Order cancellations

Though the Success Score accounts for your number of canceled orders, inevitable cancellations due to misunderstandings or mistakenly placed orders do not impact your success score.

→ Tips on how to improve this key area:

Be proactive with communication

Reach out to the client as soon as possible if you foresee any potential issues or misunderstandings that could lead to a cancellation. Clearly communicate any changes to the project scope, timeline, or deliverables that may impact the client's expectations or requirements.


Encourage open and transparent communication throughout the project, providing regular updates and addressing any concerns the client may have in a timely manner. If a cancellation is necessary, explain the reasons behind it clearly and respectfully to the client, offering any necessary assistance or alternatives to minimize inconvenience.

Understand your client’s needs

Take the time to fully understand the client's requirements and expectations before beginning the project. Ask clarifying questions to ensure you have a clear understanding of what the client is looking for and any specific preferences they may have.


Pay attention to any feedback or instructions provided by the client during the project, and be responsive to their needs and concerns. Anticipate potential issues or challenges that may arise based on the client's needs and proactively address them to prevent cancellations. If you feel an order was placed with requirements that are beyond your abilities, use this template to communicate with your client.

Stay in touch throughout the process

Encourage the client to provide feedback at various stages of the project, allowing you to course-correct or make adjustments as needed to ensure their satisfaction.

Delivery time

Another factor taken into consideration when determining your success score is timeliness, in terms of meeting deadlines and delivering results on schedule.

→ Tips on how to improve this key area:

Deliver on time, or early, if possible

Divide the project into smaller, manageable tasks with specific deadlines. This helps you stay organized and focused on completing one task at a time, rather than feeling overwhelmed by the entire project. Develop a timeline for yourself with deadlines you can stick to, to ensure you stay on track.


Utilize project management tools if needed to keep your tasks in check. Use time management techniques such as the Pomodoro Technique or time blocking to structure your workday and maximize productivity. Break your work into manageable chunks of time with scheduled breaks in between to maintain focus and avoid burnout.

Set realistic deadlines and manage expectations

When agreeing on project timelines with the client, be realistic about the amount of time needed to complete the work to a high standard. Factor in any potential delays or unexpected obstacles that may arise during the project, such as revisions, feedback cycles, or unforeseen technical challenges. Communicate clearly with the client about the timeline for deliverables, outlining key milestones and deadlines so they know what to expect and when. If you anticipate any delays or challenges that may impact the project timeline, notify the client as soon as possible and work together to adjust expectations or find solutions to keep the project on track.

Value for money

This key area of the success score considers the value for money that the client receives from you. Based on each client’s feedback, we’ll determine if they felt the price was appropriate for the services rendered. A great value for money score can be achieved by setting clear expectations from the beginning and deliver accordingly.

→ Tips on how to improve this key area:

Make sure your pricing is clear and ensure your pricing factors in the time and effort required to complete a quality delivery

Clearly outline your pricing structure and the services included in each package or offering. Avoid any hidden fees or unexpected charges that could surprise the client. Provide detailed descriptions of what is included in each pricing tier and any optional add-ons or extras available to the client. Be upfront about your rates and any pricing adjustments that may occur based on project scope, complexity, or additional client requirements.

Offer flexible pricing options

Utilize packages for your Gigs to provide a range of pricing options to accommodate different budget levels and client needs. This could include tiered packages with varying levels of service or customized pricing based on specific project requirements. 

Educate clients on pricing and value

You can use your Gig description to educate potential clients on the factors that contribute to pricing and the value they will receive from your services. Help them understand how your pricing reflects the time, effort, expertise, and resources required to deliver a quality outcome.

Deliver high-quality work consistently

Ensure that the quality of your work consistently meets or exceeds client expectations, regardless of the price point. Clients are willing to pay more for services that deliver tangible results and provide a positive return on investment. Focus on delivering value beyond just the deliverables themselves, such as excellent customer service, timely communication, and proactive problem-solving

Freelancer Levels


Your success as a freelancer on Fiverr is determined by more than just the quality of your work—it's also about how well you communicate with clients, manage orders, and deliver value for money. By focusing on these key areas and implementing the tips provided, you can enhance your success score and unlock new opportunities for growth and advancement on our platform. Remember, success on Fiverr is a journey, and we're here to support you every step of the way.


Click here to learn more about the success score and other metrics that influence the level system.