Customer Reviews (500)

useless run • 2025-03-25T22:47:12-07:00

The freelancers are great and amazing but the platform itself is just so poorly made. I have all my notifications on but still don’t get or see banners even though the freelancers text me. It lags and says you have notifications that you’ve already read.

Josie Valor • 2025-03-25T18:27:35-07:00

I am very pleased with the work will be collaborate with Ms R again very pleased with her professionalism and work thx so much Josie

Fit pro now • 2025-03-24T09:31:51-07:00

I’ve had the opportunity to work with Daniel for over two weeks now and I have been thoroughly impressed with his professionalism and all around talent. He is my go to go from here on out with Fiverr web design needs!

Fiverr App Review Analysis

1. Summary of Key Insights

  • The Fiverr app generally receives positive feedback, with many users praising its ability to connect them with talented freelancers for various services at affordable prices. However, significant issues exist regarding customer service, app functionality (notifications, bugs), and the prevalence of scams and low-quality work.
  • Key Strengths: Wide selection of freelancers, affordable pricing, ease of finding talent.
  • Key Weaknesses: Poor customer service, app bugs and notification issues, prevalence of scams and unqualified freelancers, issues with refunds, and high fees (including on tips).
  • Overall Sentiment: Positive, but tempered by significant negative experiences.
  • Quantitative Metrics:
    • Overall Rating (based on score distribution): Approximately 4.3 stars (weighted average based on review counts).
    • Score Distribution: 5-star (69.2%), 4-star (4.2%), 3-star (4%), 2-star (4%), 1-star (18.6%)

2. Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but assumed to be a recent collection of reviews based on the version number (3.52) and review content.
  • Analysis Methods:
    • Sentiment analysis (manual assessment based on review text)
    • Keyword extraction (manual identification of recurring themes and issues)
    • Frequency analysis (counting mentions of specific problems and features)

3. Key User Pain Points

  • Customer Service Issues: Many users report poor or non-existent customer service, especially concerning refunds and scam disputes. This is a critical area for improvement.
  • App Functionality and Bugs: Users frequently mention issues with notifications not working, the app crashing, sluggish chats, and problems with file uploads/downloads.
  • Scams and Low-Quality Work: A significant number of users report being scammed by freelancers or receiving subpar work. This undermines trust in the platform.
  • Refund Problems: Difficulty obtaining refunds for unsatisfactory work or undelivered services is a recurring theme.
  • Fees and Pricing: High service fees, including fees on tips, are a source of frustration. Some users feel the fees are excessive.
  • Account Bans: Users are getting banned with little to no explanation, and limited recourse to appeal.
  • Difficulty finding sellers for reorder: Users are having issues finding sellers to reorder.
  • Forced Updates: Users find it frustrating when the app forces them to update before they can use it.

4. Frequently Requested Features

  • Improved Notification System: Reliable and customizable notifications are a common request.
  • Direct Communication During Projects: Easier methods to directly talk with freelancers during a project.
  • Search/Filter by Review Score: Ability to filter freelancers by review score to avoid unreliable individuals.
  • Logo Maker on the App: Users want the logo maker tool to be available within the mobile app.
  • Pin Feature: The ability to pin favorite or frequently used workers to the top of the page.
  • Group Conversation in Chat: Users want group conversation support so the whole team can combine communicate with the Fiverr.

5. Strengths and Positive Aspects

  • Wide Selection of Freelancers: Users appreciate the vast range of talent available on the platform across numerous service categories.
  • Affordable Pricing: Many users find the prices to be competitive and affordable, especially for startups and small businesses.
  • Easy to Use: Some users find the app easy to use and navigate, making it simple to find and hire freelancers.
  • Professionalism and Quality (in some cases): Many users report positive experiences with freelancers who deliver high-quality work and are professional and responsive.
  • Time Saving: The platform helps users save time by outsourcing tasks to freelancers.

6. Prioritized Action Recommendations

High Priority:

  • Improve Customer Service: Implement a more responsive and helpful customer service system, including a clear escalation path for disputes and scams. Consider phone support or live chat.
  • Fix App Bugs and Notification Issues: Address the reported bugs and notification problems to improve the user experience. Focus on stability and reliability.
  • Combat Scams and Low-Quality Work: Implement stricter vetting processes for freelancers and improve the reporting mechanisms for scams. Consider requiring portfolios and verified credentials.
  • Improve Refund Process: Streamline the refund process and ensure fair outcomes for buyers who receive unsatisfactory work.
  • Review Fee Structure: Re-evaluate the fee structure, especially the fees on tips, to make it more transparent and fair.

Medium Priority:

  • Enhance Communication Features: Provide more options for direct communication between buyers and sellers during projects.
  • Implement Review Score Filtering: Allow users to filter freelancers by review score to improve the selection process.
  • Add Logo Maker to App: Include the logo maker tool in the mobile app.
  • Improve Account Ban Process: Provide clear explanations for account bans and offer a fair appeal process.
  • Implement Pin Feature: Allow users to pin workers at the top of the page.
  • Add Group Conversation: Users want group conversation support so the whole team can combine communicate with the Fiverr.
  • Improve the App Design for iPad: The app should be optimized for iPads.
  • Allow Users To Change Usernames: Let users change their usernames.

Low Priority:

  • Modernize User Interface: Consider updating the app's user interface to a more modern design.
  • Improve Search Functionality: Make it easier for users to find specific freelancers and services.
  • Improve App Notifications Customization: Let users customize the app notifications.

7. Opportunities for Startup Ideas

  • Freelancer Verification Service: A third-party service that verifies the skills and credentials of freelancers on platforms like Fiverr.
  • Escrow Service with Dispute Resolution: An enhanced escrow service that offers more robust dispute resolution mechanisms for freelance projects.
  • AI-Powered Project Matching: A platform that uses AI to match clients with the most suitable freelancers based on project requirements and past performance.
  • Freelancer Training and Certification: A service that provides training and certification programs for freelancers to improve their skills and professionalism.
  • Secure File Transfer Service: A secure file transfer service specifically designed for freelance projects, ensuring protection against viruses and malware.

8. Trends and Observations

  • Language Preference: The majority of reviews are in English, but there are also reviews in Spanish.
  • Shift in Sentiment: Some older reviews (based on implied timeframe) suggest a decline in quality and an increase in scams compared to earlier experiences.
  • Scam Concerns: The prevalence of scams and fake profiles is a significant and growing concern among users.
  • Customer Support Dissatisfaction: Many users are unhappy with Fiverr's customer support.
  • AI Concerns: Some users are concerned that freelancers are just using AI platforms to create their stuff.

9. Conclusion

The Fiverr app has a strong foundation as a marketplace connecting businesses with freelancers. However, the negative reviews highlight critical areas that need improvement, particularly customer service, fraud prevention, and app functionality. Addressing these issues will be crucial to maintaining user trust and ensuring the long-term success of the platform. A focus on quality control and user support is essential.

Overall Recommendation: Prioritize improvements to customer service and fraud prevention to regain user trust and improve the overall experience. Address the reported app bugs to enhance functionality and usability.

10. Original App Link

https://apps.apple.com/us/app/fiverr-freelance-services/id346080608?uo=2