Fiverr – Freelance Services Marketplace

User Experience Report

Week of February 21st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Fiverr – Freelance Services Marketplace's key feedback

High Service Fees

Many users express dissatisfaction with the high service fees on the platform, which include fees for services and additional charges for tips. Addressing this could improve user satisfaction and potentially increase NPS by 15%.

Scam Prevention

Notification Issues

Users have reported persistent notification bugs, where notifications do not clear after messages are read. Fixing this could improve user experience and reduce frustration.

Refund Process

The verification process is causing issues for sellers, with some unable to access their accounts or funds. Streamlining this process could prevent loss of sellers and improve platform reliability.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Upwork

Upwork faces significant criticism for its high service fees and the prevalence of scams, with many users expressing frustration over the platform's customer support and account verification processes.

#2 RUNNER UP

Freelancer

Freelancer is often criticized for its high fees and complex bidding system, which many users find discouraging. However, some users appreciate the wide range of available projects.

#3 Straggler

Toptal

Toptal is highly praised for its rigorous vetting process, ensuring only top-tier freelancers are available, which results in consistently high-quality deliverables and client satisfaction.

Nuggets

Major Highlights of the Week

High Service Fees

Many users are expressing dissatisfaction with the high service fees, which include both service and tip fees. To address this, consider reevaluating the fee structure to make it more transparent and competitive. This could involve reducing the overall fees or offering discounts for frequent users. A more user-friendly fee structure could enhance customer satisfaction and retention.

Scam Prevention

Numerous users report encountering scams and fraudulent activities on the platform. Implementing stronger verification processes and enhancing scam detection algorithms could significantly reduce these incidents. Additionally, providing users with easy reporting tools and responsive support can help build trust and improve the platform's reputation.

Notification Issues

Users have reported issues with persistent notifications even after messages have been read. This can be frustrating and detract from the user experience. Addressing this bug by ensuring notifications clear once messages are read will improve user satisfaction and app usability.

Refund Process

The refund process is causing frustration among users, with reports of unresponsive customer support and unresolved refund requests. Streamlining the refund process and ensuring timely responses from support can enhance user trust and satisfaction. Consider implementing a more automated and transparent refund system to address these concerns.

App Usability for Freelancers

Freelancers are finding the app less useful due to redirection to desktop for profile edits and limited functionality. Enhancing the app's capabilities to allow full profile management and editing directly from the mobile app can improve the experience for freelancers and increase engagement.

Search Functionality

Users are experiencing limitations with the search functionality, unable to find specific services or sellers. Improving the search algorithm to provide more accurate and relevant results can enhance user experience and help users find the services they need more efficiently.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

High Service Fees

Scam Prevention

Notification Issues

Refund Process

App Usability for Freelancers

Search Functionality

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's service fees are too high, and the additional charges for tips are frustrating. It feels like the ratings aren't accurate, as many sellers have high ratings but deliver subpar work.

App Store

I've been trying to get my funds refunded for a month, but customer support isn't responding. It's frustrating to have hundreds of help requests ignored and my refund request not considered.

Google Play

The app is plagued with scam messages, and I receive more than three daily. It's concerning and would be great if there were additional measures to mitigate this issue.

Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app's service fees are too high, and the additional charges for tips are frustrating. It feels like the ratings aren't accurate, as many sellers have high ratings but deliver subpar work.

Candice Wu

App Store

I've been trying to get my funds refunded for a month, but customer support isn't responding. It's frustrating to have hundreds of help requests ignored and my refund request not considered.

Kelly Williams

Google Play

The app is plagued with scam messages, and I receive more than three daily. It's concerning and would be great if there were additional measures to mitigate this issue.

Koray Okumus

Google Play

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User Experience Report

Fiverr – Freelance Services Marketplace

Top Insights This Week

High Service Fees

Scam Prevention

Notification Issues

Refund Process

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts