How are the performance index and statistics calculated?

You have a series of statistics evolving based on your activity on the website that appears on your profile and your services. The performance index and statistics account for all your actions over the last six months. Your statistics can change every day because orders outside of the six-month window aren't considered.

⚠️ If you have less than five completed orders in the last six months, you don't have statistics or a performance index. You won't have a bonus or disadvantage in our algorithm.

Performance

To allow clients to visualize the performance of a seller quickly, we have created a performance index calculated based on all your statistics and with the following importance ranking:

➕➕➕➕➕ The completion rate

➕➕➕➕ The average response time

➕➕➕ ➕ On-time deliveries

➕➕ Order acceptance rate

Average response time

The calculation of your average response time takes 5 parameters into account:

• The time you take to answer following the first message in a new question.
• If your service does not need instructions to complete the order after a client places an order, it's the time you take to accept the order.
• If your service needs instructions after a client places an order, you need to wait for your client to do something. Once it's done, it's the time you take to answer to ask them for more details in the chat or that you take to accept the order.
• It's the time you take to ask for details in the chat or to accept or refuse a cancelation after a client requests to cancel.
• It's the time you take to ask for details in the chat or to accept a revision once a client asks for a revision.

Exemple : You answer a client in 1 minute the first time, in 15 minutes the second time, and in 30 minutes the third time, you validate an order in 1 hour without talking, and you forget to answer a client who asked a question over 7 days ago.
That makes: 1+15+30+60(72460) = 33 hours on average.

💡Good to know: The minimum you can have is an average response time of one hour. The maximum penalty if you forget to answer is 7 days.

Order acceptance rate

It's the number of orders you accepted compared to the number of orders you received. This rate answers the question: Do you accept or refuse many orders?

Example: You received ten orders, but two were canceled before acceptance. So, your order acceptance rate is 80%.

There are two conditions in which the order acceptance rate is not impacted:

• The client placed an order for a service requiring instructions and never answered until the automatic cancelation (regardless of whether the seller sent messages or not).
• The client placed an order for a service that requires instructions and canceled the order by themself without a seller's message within an hour of the order being placed. If there are seller messages, they count towards the rate.

Order completion rate

The order completion rate is the number of orders you completed compared to the total number of orders accepted. The rate shows whether you cancel many orders after accepting them. The rate is applied retroactively over the last six months.

Example: you accepted ten orders, but two were canceled, so your completion rate is 80%. 

On-time deliveries

Whether it's the initial delivery or after a revision request, it's the number of orders delivered on time compared to all your accepted orders. For more information on delay calculations for a revision request, don't hesitate to consult this question.

Example: You accepted ten orders but were late for one revision request, so your on-time delivery rate is 90%. 

💡Good to know: As soon as a part of the order is late, the whole order will count as late.