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eBay Conducts Seller Satisfaction Survey

eBay periodically surveys users’ about their satisfaction with the selling process. The latest one forwarded to EcommerceBytes last week by a reader asked about the seller’s recent selling experience. eBay invited him to take the 4-minute survey in order to “help make eBay a better place to sell” and said it would help the company understand how it could improve the buying and selling experiences on eBay.

The survey started out by asking, “How likely is it that you would recommend selling on eBay to a friend or colleague?” It then asked him to indicate the single most important thing that eBay could improve in order to make him more likely to recommend eBay, and provided him with the following choices:

  • eBay selling policies and rules (e.g., Seller standards, limits, etc.)
  • Access to more buyers for my listings
  • Site experience (e.g., website, mobile apps, tools, etc.)
  • Seller Protection – Provide a safer, more fair place to sell
  • Provide better shipping / returns policies and options
  • Fees for selling on eBay
  • Help me become a more effective seller
  • Improve eBay customer service
  • Improve the feedback system
  • Other (Please specify)

The survey then asked, “How satisfied are you with the following aspects of selling on eBay?” and asked them to rate each of the following on a scale of 0 to 10 – “Not At All Satisfied” to “Extremely Satisfied”:

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  • Treats sellers fairly
  • Provides an easy selling experience
  • Helps me grow my business
  • Is a valuable channel to sell through
  • Is a trusted place to sell

eBay went on to ask about “bad experiences” when selling on eBay, asking them how many, if any, they had had in the past 3 months. It gave sellers a menu of reasons for bad selling experiences and asked them to indicate which ones applied to them:

  • eBay unfairly sided with the buyer and refunded their money
  • Buyer did not pay for their item in a timely manner
  • Buyer changed their mind and wanted to return the item
  • Buyer was difficult to deal with
  • eBay placed limits or restrictions on my account
  • Buyer opened an undeserved dispute/claim with eBay
  • Buyer claimed the item was damaged when they received it
  • Buyer did not pay for their item at all
  • eBay unfairly removed my listing
  • Shipping was more expensive than expected
  • Buyer claimed the item received was not as described in the listing
  • Buyer claimed they did not receive the item after it was shipped
  • I received undeserved negative feedback
  • Other (please specify)

eBay asked on which online shopping sites the seller had sold in the past 3 months and provided them with the following choices: Alibaba / 11 Main, Craigslist.org, Etsy.com, Amazon.com, My own website / online store, I have not sold on any other online site besides eBay in the last 3 months, Other (Please specify).

Those were the same competing websites it had provided as choices in a survey from last year about various aspects of selling.

Comment on the AuctionBytes Blog.

 

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Ina Steiner

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. Send news tips to ina@ecommercebytes.com.


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