Profile Response Time
Hello,
Since I first opened my account my response time has been gradually increasing (even when I was responding to people quickly). For a very long time now, it has been stuck at "within a few days", which seems somewhat inaccurate. Typically I respond within 2-8hours, although on some rare occassions I reply within 24, but never more.
Is there something being used in the calculation which I'm overlooking? I definitely feel that my profile response time is not an accurate reflection of my service. Clients have even commented on my "quick response time" and "clear communication" in feedback.
I would be very grateful if someone could shed some light on this.
Thanks,
Best Regards,
Dayne
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Official comment
Many thanks for your message.
I have opened up a ticket for you with our customer support team and someone will email you soon.
Please let me know if I can help you with anything else.
Comment actions -
I have the same problem. I know this is 3 years after the above posts, but if anyone stops by here - here's what I know.
My response time was "almost at once" (or similar). I didn't look at it for a long time, then I noticed it went to "within a few days", which is totally incorrect. Well, I have been working with customer support. The problem is that the algorithm is based on a false assumption: that every message from a buyer requires a freelancer response, and the quicker the response, the better. But I gave several examples of where this isn't true. I might say "Thanks, it will take me a week to do this, I'll get back to you when I'm done." The buyer replies "Thanks." So a week goes by and my response is measured as being 7 days.
There are detailed problems too. If the buyer is in a time zone 8 hours ahead of the freelancer, the freelancer could go to bed at 11pm and a minute later (at 7:01am buyer time) the buyer sends a message. The freelancer sees it 8 hours later and responds "immediately" - no - PPH sees an 8-hour delay. Whereas the other way around... the buyer is just about to go to bed at 11pm but before turning out the light, sends a message. The freelancer sees it and responds immediately at 11:01pm, but the buyer is zzzzz-ing. Response time 1 minute. Where's the fairness in that.
Even worse - this is very bad: Let's say the project is finished, invoice paid, both feedbacks given. There's a little conversation between buyer and freelancer, with the buyer having the last word, maybe "Thanks to you too. Yes, maybe we'll work together again. Bye." I have been told by PPH that if the last message in a completed job stream is from the buyer, then it is not counted. Good. BUT: note the word "completed". If the buyer has not marked the job as complete, then the response time clock starts running. I found a number of 2-year-old projects in exactly that position; no wonder my response time looks so bad.
Even worse: PPH tells me that the response time AFFECTS MY RANKING. PPH says that the effect is small... but nonetheless, my ranking is getting a bit worse as every day passes. I have tried contacting my buyers but they've long gone, so I'm stuck. As I write I am still in communication with PPH. I'm at the stage where I want someone from PPH to justify why they continue with an algorithm that is based on the faulty assumption that every buyer message needs a quick response. And also what to do about my 2-year-old "incomplete" projects.
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