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EcommerceBytes-NewsFlash, Number 2046 - May 21, 2009 - ISSN 1539-5065    2 of 3

eBay Tests Possible Changes to Feedback

By Ina Steiner
EcommerceBytes.com
May 21, 2009




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eBay will begin running a test next week of some changes to eBay's feedback system. Brian Burke, Director of Seller Standards & Feedback, discussed the testing in an interview on eBay's blog, eBay Ink, and said the test would present three or four different "leave Feedback" flows to buyers.

It will only affect a small number of sellers, about 600, and only a small percentage of their listings, up to 2%. Burke said, "The selected sellers are larger sellers with large volume so the 2% will not impact their overall Feedback or DSR scores, but just in case, buyers will be given the opportunity to leave conventional Feedback and DSRs after being presented with the new flow."

The selected sellers are those participating in an existing Net Promoter Score (NPS) test, where eBay asks their buyers how likely they are to recommend the seller. The system eBay is testing would apply to both elements of the existing Feedback system, conventional Feedback and DSRs, but no changes are pending or planned for this year.

The full interview conducted by Richard Brewer-Hay is found on the eBay Ink blog.

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 ina@ecommercebytes.com.

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