eBay Tests New Feedback System in US and Germany
By Ina Steiner
eBay's feedback system is one of the marketplace's most controversial areas, especially since eBay removed sellers' ability to leave buyers feedback and introduced Detailed Seller Ratings (DSRs). eBay confirmed on Friday it has expanded testing a new version of the feedback system that has some significant changes.
One new question that eBay is testing asks buyers how likely they are to recommend a seller to a friend or colleague, which eBay calls a Net Promoter Score question. eBay has tested it onsite and likes the results, according to eBay's Director of Product Strategy Nate Etter, so it has expanded the tests, which will run through November.
Another change is that instead of asking buyers to rate sellers on certain criteria (DSRs), the new test asks yes/no questions.
The data eBay collects from the tests will not be used to rate sellers in any way, according to Etter. The tests will cover a larger number of buyers and sellers than the tests did in May, so more members are exposed to the new version, and eBay will test the new version in Germany as well.
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About the author:
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to firstname.lastname@example.org.
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