Analysis of Fiverr shows that users are unhappy with the platform

Fiverr is an online marketplace for freelance services. Founded in 2010 and based in Tel Aviv, Israel, the company provides a platform for freelancers to offer services to customers worldwide. During our analysis, we noticed that neither sellers or buyers were very discontent with the platform. Refunds and account issues seemed to be the primary reasons as to why people don’t like Fiverr.

What do we base our findings on?

Many Customers complain about the refunding process of Fiverr. The topic “refund” mentions complaints from both buyers and sellers alike. This topic has a grade of 1,25 / 5 and is one of the biggest negative drivers. Aside from a small lift in 2017, the sentiment around “refund” has been declining since 2014.
The topic “account” occurs in 17% of the texts and frequently occurs along with the topic “seller” (in 19% of the cases). The topic indicates sellers having their accounts being disabled by Fiverr for reasons unknown or unjustified.

The overall average grade for this project of 1,99 / 5 indicates that the services provided by Fiverr are not being well received. It is mostly sellers expressing their concerns about the platform and how they are not feeling protected.
There are also some concerns coming from buyers especially when it comes to refunds. Some reviews mentioned that the refund policy is inappropriate and words correlated to the topic indicate that people have refused to refund money when requested to.

The research team at Gavagai had run this analysis using our text analysis tool. Data in this article are collected from public data that is published on TrustPilot.

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