Discoverability and Category Pages

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This post hasn't been updated in over 2 years.

One of the challenges with any marketplace is determining how best to showcase the range of great products or services. For us it’s a balancing act, as we strive to meet three objectives:

  1. Make it easy for buyers to find great people to work with.
  2. Reward Service Providers who do great work and behave professionally.
  3. Provide opportunities for new Services and Service Providers.

With that in mind, we have started to make some (initially small) changes to how we rank services on category pages. It is important you understand how this works, why we are making the changes, and what you can do to maximise your visibility.

Previously the default order on category pages was Jobs Done (with the Service with the highest number of completed sales at the top). Users could then change the sort order to be ranked by Recommended, Favorited, Newest, High Price or Low Price.

Using Jobs Done as the default sort order was problematic for two reasons.

  1. While the number of Jobs Done is certainly one useful indicator, there is a range of factors equally important in finding an awesome Service Provider – such as quality of work, responsiveness and turnaround times.
  2. It disadvantages new Services or Service Providers and gives them less opportunity to get jobs.

As such, the new default sort order takes into account a range of things, each with various weightings applied. This includes:

  • Jobs Done:   This is certainly still important, but is not the only factor.
  • Recommendations: Both the volume and percentage of buyer recommendations
  • Buyer ratingCommunication and Quality: This is based on the 5-star rating submitted by your buyers
  • Turnaround time: The buyers’ rating for turnaround time.
  • Enquiry response rate: Promptly responding to all enquiries is critical, and now plays a very important part in the algorithm.  Ignore enquiries at your own risk!
  • Job acceptance rate: Similarly, we will be penalizing those who constantly reject jobs. A reminder, if you have too many jobs in play, you can always set a job limit.
  • Disputes:  Disputes happen, however we will be taking note of those who frequently end up in dispute or who we feel are not doing the right thing.
  • Freshness: We will start including new Services too.

Again, the weighting for each of these will vary, and we will likely tweak the algorithm as we strive to meet our three objectives.

So, as a Service Provider, what do you need to do to ensure you appear as high as possible?  Put simply, all you need to do is continue to produce great work that delights your clients – taking into account the range of things that buyers expect (eg: responding to enquiries, fast turnaround etc).





  1. Hi there, Thanks for the update. I have put a request in about the category pages layout few months ago. I am hopping to get that up soon as well. Thanks. Faisal

  2. Just to be sure how does the Job acceptance rate work? Is it rejecting the order once the client has ordered or rejecting the client during Enquiry?

  3. Hi and thanks for the improvements. I just think you should take into account the number of custom jobs generated from a given service. For example, 98% of my wordpress tasks have been custom, so they don’t get counted in the number jobs done, but I did them and with excellent ratings.

  4. Hello Everybody,

    At my opinion this is OK to new providers but totally not fair to providers working hard in a last two years to build up their reputation.

    I really can’t believe that those things could be changed as I already quit everything that I got (and not only me) and dedicated my whole life to Envato Studio and building reputation.

    After all I can see that I’m 7th on the list where I was on 1st, 2nd and 3rd place for all this time? How this is possible after all??


  5. Definitely a much fairer system now, thanks! Are these factors based on lifetime stats or just more recently? And if you pause all services and then receive an enquiry, does that still get counted?

    Just trying to better understand the new system as I’m going away for a month and won’t have immediate access to my emails all of the time. Will this be a problem?

    Thanks again guys 🙂

    1. Thanks for the feedback Sam. Currently, these are based on lifetime stats, however we may change this. If we do, we will be sure to update Service Providers. If you pause your services while on leave, buyers can only contact you via your profile page – and we see this happen very rarely when services are paused. Unfortunately as it stands this does still impact your response rate so we recommend you reply as soon as you can. We recognise this is not ideal and will implement a fix.

  6. It would be fair and more than OK if you change those stats from the day that we heard about it?

    Please don’t get me wrong but how they can be based on a lifetime as you informed us last week?
    Basically it’s a really good idea but it’s totally not fair to not inform us earlier so we can play by the new rules. Hope that you can do something and I can get some answer?

    Thanks in advance.

  7. Hi,
    I just have a comment about disputes and how they affect the overall rating; I see it makes sense to count disputes when they are initiated by the buyer but not by the service provider, as I can sometimes raise a dispute to end a job for an unresponsive client who never gets back to me and thus it would be unfair to have his deduct points from my overall rating.

    Doesn’t that make sense?

  8. Hello for a third time. It’s Boris / Brandbusters again…

    Hope you will answer on this question please?

    What about Turnaround time (A combination of ‘actual’ versus ‘advertised’ turnaround time)?? Usually we are waiting for clients response for so many days as they are (as you already know) mostly resellers of our artwork so they need time to check with their clients and it can take so many days but both of us got no problem for that and everybody are satisfied at the end, no matter is it takes 5 or 55 days? Why we are getting negative points for that? Otherwise if i put more days to deliver final files I’m afraid of loosing new potential clients who want’s their logos in a 3-5 days?

    So if I put 14 days to deliver – I’m loosing clients?
    If I put 5 days and waiting for many of them – I’m loosing reputation?
    Is there anything I can to to increase both without loosing?

    Boris / Brandbusters

    1. Hi Boris,
      Thanks for the feedback. That is a fair point. I can confirm that with regard to turnaround time, we are now only looking at the rating the buyer provides. I have updated the post above to reflect this.

  9. A debt of gratitude in order to overhaul. i have put request about the category pages design couple of months prior. i am jumping to get that up soon too. much obliged. Furthermore, it will be extraordinary on the off chance that you’ll incorporate likewise statistics from express envato jobs

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