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Thu Oct 8 2009 13:43:29

eBay CEO John Donahoe Confirms New Feedback Testing

By: Ina Steiner

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eBay CEO John Donahoe appeared in several segments on eBay Radio on October 6th. You can listen to all of the segments by visiting this page. I had expected John to use the opportunity to make a case for the major changes that rolled out to the site last week - Top Rated Seller program and changes to search - and allay fears from sellers. But for the most part, John answered questions - first from the host, Jim "Griff" Griffith, and then from some sellers who called in or emailed to the show. A question about problems with eBay's search came up, but were not addressed.

I put some VERY rough notes together on the time slots I thought were most interesting.

Classifieds Format, Seller Threats
John spoke on several issues in the first segment in which he appeared (Segment 7), but I did not learn anything new. In Segment 8, the program host Griff revealed that eBay was taking a closer look at bringing the classifieds format to eBay.com (listen around 4:00 into the segment). The issue of eBay sellers making threats in the PowerSeller board that they were considering leaving negative ratings for Top Rated Sellers was also addressed (around 7:00 minutes).

On eBay-Generated Reminder Emails to Buyers
In Segment 9, a seller asked about the emails eBay sends buyers reminding them to leave feedback and pay sellers, which she objected to fearing that buyers thought sellers were sending them and "breathing down the necks" of buyers. Griff addressed the concerns (around 2:30 minutes).

Top-Rated-Seller Search Filter and Search Problems
Another seller called in asking about the TRS purple pop-up box that excludes non-Top Rated Sellers from search results, you can listen at about 5:00 minutes.

That one was interesting, because John Donahoe revealed that less than .5 percent of visitors clicked on the box, which he admitted was "jarring" the first time he saw it. He said if eBay finds more visitors click on it to the detriment of sellers, they would remove the feature. (I'm not sure I understood the logic there!)

Griff then apologized for having previously told sellers that there would be no filter, followed by an apology from John about glitches that were occurring as they rolled out the changes.

Another seller called in around 9:00 and said despite being a Top Rated Seller offering free shipping, his listings were appearing low in search results, and said it was a problem affecting other sellers as well. No time was spent on this issue, basically Griff said he would forward the comment to eBay's search team.

eBay Feedback Changes and Net Promoter Score
Chris Mitchell emailed a question about the AuctionBytes article on Net Promoter Score (approximately 21:40 minutes). John confirmed that eBay was testing Net Promoter Score in feedback. A summary of what he said: This is something we're just testing in about 1 percent - if it works well, we'll test it in 5 percent. We don't take changes to feedback lightly, there's nothing imminent - nothing has been decided.




Comments (46) | Permalink

Readers Comments

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Big

Thu Oct 8 13:52:31 2009

Who cares what they do there's no business there anymore just a big waste of time. They can tinker with their beloved ebay all they want but if can't generate any business then it's time to move on.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Zombie Monkeys ate Jon Donaho's brain

Thu Oct 8 14:04:06 2009

As usual, John Donaho says nothing of any value. What are they doing to bring traffic back to Deadbay? Nothing.
LOL at the Top Rated Sellers turning up
lower in search, there ya go, you trusted feebay, and there's your reward. Even Guff doesn't know what's going on,second time he's made a major Booboo about greedbay policies, even their employees don't know squat about what's happening anymore. Search on greedbay is so messed up, there's no way to win. Unless you are one of the Diamond Doggies. 6 sales so far today, and none were from feebay. I'm tired of wasting money on listings that roll off unseen & tired of getting lied to & shafted, we qualified for TRS and these unprintable things that run ebay tell us wait another month til we review. How did Buy get a quicker review? They were NOT a TRS on rollout, now they are, why didn't they have to wait a month too? FRAUD!

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Zombie Monkeys ate Jon Donaho's brain

Thu Oct 8 14:06:20 2009

If you get the net promoter score feedback window, do not fill it out! don't help these criminals that run feebay steal more from Ebay's best sellers.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Donahole

Thu Oct 8 14:58:33 2009

Ebay's history of deception using BUY is well documented. There is no way BUY qualifies for Top Seller status (for God's sake, they don't even answer emails). Ebay cannot fudge their overall feedback score because it is viewable and calculable by anyone with a pc and a calculator. Their, at best, average overall feedback score is indicate of their lack of communication. Yet, somehow, magically, their communication DSR's always stay exactly at 4.8. AND, ever more magically, they qualify for the Top Rated Seller program.  Ebay is surely one of the worst run and most dishonest organizations one will ever come across. How the board of directors allows a CEO who admits "I've never used the product to sell anything" continue to run their company I'll never understand. Probably why Meg Whitman, Ebay's last CEO, who is currently running for Governor of California is now in such a mess trying to explain why she hasn't voted in over a decade. Absolutely fricking delicious. Is it any wonder this country is in the straights it is with morons like this at the top of the heap of some of our largest corporations?

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Dan 2

Thu Oct 8 15:33:18 2009

RE: ''He said if eBay finds more visitors click on it to the detriment of sellers, they would remove the feature. (I'm not sure I understood the logic there!)

Ina, I'm with you. His remarks make no sense at all concerning the ''Top seller filter''. This is doublespeak.

Right now, ebay search results return 50 listings. If a buyer selects the ''see only items from Top rated sellers''...and it is a catagory that is dominated by say, diamond seller, Buy.com....then, the buyer is apt to only see Buy.com's listings.

I sell in a ebay catagory dominated by both Buy.com and Tigerdirect....and I'm seeing them own the whole front page when I test the Top-Rated seller sort.....

Today, my catagory, tomorrow it could be any sellers...

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Buck Efay

Thu Oct 8 16:43:08 2009

What he meant to say was: If this stupid filter has a negative effect on our earnings, we might remove it. Does anyone think Jackahole cares about Ebay's greatest sellers, the little ones? Hey Dumaho, those small sellers were Ebay's greatest buyers & ambassadors. You turned that army of noisy nobodies into an army of nattering nabobs of negativity in just one year, I hope you are proud. Report Ebay's fraud regarding BUY's feedback manipulation to your state's department of Consumer Affairs. Ebay has crossed a line into fraud & deceiving customers by subverting what are supposed to be honest opinions about a seller.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Fearless Vampire Killer

Thu Oct 8 16:46:15 2009

PS, Donaho, get some sun, for a guy that lives in San Jose, CA, you sure look like a sick vampire. If only I could find the coffin he sleeps in...

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

This user has validated their user name. by: Ming the Merciless

Thu Oct 8 18:06:03 2009

After listening to The Ho ramble and obfuscate, I can only restate my belief that he's suffering from a clinical or organic mental illness that features at least two personality disorders.

His statements are generally unfocused, disjointed, and disorganized, and the only time he makes much sense is when he's obviously lying which he, like everyone else at ebay, does so very frequently and easily.

Mental disorganization is usually a result of enormous stress or the onset of senile dementia of one sort or another. Combine this with narcissistic sociopathy, and you have an ineffectual CEO whose decisions are either nonsensical or meet his grandiose need set at the expense of others.

In any case, on a number of different levels, The Ho is no longer competent to run ebay.

If ebay really is going to terminate the bottom 5% of performers, they'll be starting at the top with The Ho, The No, Brian Burke, Usher Lieberman, and Griff the Magic Seller Advocate.

Getting rid of the fat and noise will create greater "efficiencies" within and perhaps even create a little truth from time to time.

The narcissistic pretty boy Ho spends a lot of time in front of the TV cameras these days fabricating lies about the titanic that is ebay and auditioning for his next gig.

Today's obscenity: This sorry excuse for a human being earns $10,577 PER HOUR.

What do YOU make per hour selling on ebay?

DEATH to ebay corp. in 2009.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Jo

Thu Oct 8 19:28:03 2009

We make nothing on eBay. We were told by the pinks to take electronic payments or leave. We left. Because we felt that PP was not a safe venue we viewed it as a non productive decision and left.

Why would anyone eliminate a payment option in favor of forced electronic payments. Especially a payment option that built our country, checks and money orders (ONLY) have been a FEDERALLY ACCEPTED form of payment for nearly 200 YEARS in this country.

I think his pale color has something to do with his decision making. Lack of oxygen to the vitals or something along that line.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Harriet

Thu Oct 8 19:34:42 2009

@ Buck--

You said a mouthful there! Donahoe angered and disenfranchised millions of sellers and courted only a few.

You know what they say about angry customers, they will go out and tell at least 10 people about you and how bad you are.

It's going to bite you on your substantial backside, eventually.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

This user has validated their user name. by: Ric

Thu Oct 8 19:53:52 2009

John Donahoe says: "... if eBay finds more visitors click on it to the detriment of sellers, they would remove the feature."  

Yet eBay will never surface accurate internal reports that cite honest statistics on usage, so the likelihood the filter will be removed is zero.

If Donahoe wants the filter, he will simply state the usage is insignificant and state the filter is not anything sellers should be concerned with.

Donahoe also says time and again that he is focused on bringing buyers back to eBay.

For once true indisputable statistics do exist. One needs only look at eBay's last 3 quarterly reports which prove that sales have been in steady decline against the previous year.

Thus, Donahoe is failing miserably at bringing buyers back to eBay.

A CEO with a shred of common sense would look back at the past 2 years of eBay changes, realize that the changes have produced the opposite result of what was intended, and then would take a long hard look at the plan which has been failing to produce.

Not John Donahoe.... despite ever shrinking sales he pushes ahead with changes despite the fact that these changes have served only to generate more dissatisfaction with the eBay brand.

A complete management change is needed at eBay. New management must be focused on restoring trust and confidence in eBay as a company which can only be attained by repudiating virtually all of the policy changes Donahoe & Co have implemented.

Lacking competent management, eBay is rapidly approaching the point of self extinction.


eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Buck Efay

Thu Oct 8 20:50:36 2009

Funny that "Seller Advocate" Guff says that a customer that returns 20% of their purchases & demands partial refunds is welcome on Ebay, but a seller that is perfect 199 times out of 200 will be shown the door. There is a fundamental disconnect in action here. Ebay is dying, and Nero Donnyho stands there fiddling about. This is the same jackahole that said 70% of a culture must be changed to be effective. Shame, that 70% were not only Ebay's best sellers, they were their best buyers.

Harriet, I take pride in poisoning Ebay's well, took away 3 sellers this week alone, including my friends with $250,000+ ion rare Disneyana. After being told the myriad ways Ebay would scroo them over as a newbie with less than 50 f/b, and about my buddy that's still begging Ebay to release the $1000 they are STILL holding 21 days EVEN AFTER POSITIVE FEEDBACK posted, and Tracking number entered into PooPooPal 10 days ago, they decided to take my advice & have set up seller accounts at Bonanzle.com & Ecrater.com.
SHAME ON YOU donaho.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Buck Efay

Thu Oct 8 20:54:03 2009

See, the thing is Jackahole gets paid no matter what. He has no "skin in the game" so why should he care when we get ripped off & robbed & Ebay dies? This boob will still get his multi million dollar golden parachute WE BOUGHT & PAID FOR!

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Hardrock Rules

Thu Oct 8 21:11:47 2009

EBAY in my opinion due to my profits being low since 2008 is ENAY

From now on I shall refer to this site as ENAY

Do ye getteth sales ? NAY

John what is up with you man ? TRR my @ss we are lower in search then the so called non TRS sellers, nothing you do makes sense on any level.

I cannot believe the iceberg ebay has hit with this guy since 2008, I assure you she is sinking and will and it is a mathmatical certainty if this guy keeps doing this to ALL of us sellers.

PLEASE TURN ENAY BACK TO EBAY !

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Harriet

Thu Oct 8 21:22:58 2009

@Buck-

eCrater and Bonanzle are great also--

Don't forget to tell folks about Etsy too. For certain things, it works extraordinarily well. Yes, it has a rather unusual mix of items, but a very dedicated clientele, and it is a very, very nice site, very pleasant and refreshing.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Hardrock Rules

Thu Oct 8 21:24:02 2009

What the name John Donahoe means when translated in my opinion, from suffering from the Disruptive innovation he brought down on good folk, like about 98% of all the  sellers, TRS and Non TRS:

J-ustifies
O-bliterating
H-onest
N-ormal Sellers

D-estructive
O-ppressive
N-arcissist
A-lwaysR>H-urting
O-rdinary
E-veryday
sellers

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Hardrock Rules

Thu Oct 8 21:25:04 2009

CORRECTION:

J-ustifies
O-bliterating
H-onest
N-ormal Sellers

D-estructive
O-ppressive
N-arcissist
A-lwaysR>H-urting
O-rdinary
E-veryday
sellers

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Hardrock Rules

Thu Oct 8 21:27:53 2009

J-ustifies
O-bliterating
H-onest
N-ormal Sellers

D-estructive
O-ppressive
N-arcissist
A-lwaysR>H-urting
O-rdinary
E-veryday
sellers

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Hardrock Rules

Thu Oct 8 21:32:52 2009

Dear Mr. Donahoe, maybe you really thought your changes would help everyone. There is no shame in admitting after 2 years almost that these changes did not work as hoped.

Tinkering with the feedback system agaon, will not improve our sales, you need to bring buyers back. I know somethings needed changed, but you clearly went overboard.

Please Mr. Donahoe, put it back as close as you can to the Orinal platform, with things to keep excessive shipping in check. It is more of a man and human being to admit things did not go according to plan.

Please hear us sellers, please ! We are your customers, the sense of community is gone, that needs to be restablished for buyers and sellers.

eBay CEO John Donahoe Confirms New Feedback Testing   eBay CEO John Donahoe Confirms New Feedback Testing

by: Buck Efay

Thu Oct 8 22:31:16 2009

Hardrock, it would take a genuine visionary leader to admit a mistake, this silver spoon baby will never adm,it he's wrong, after all we are nothing but noise.

Harriet, yes Etsy is good for some sellers but not my stuff. The only one I've had bad luck with so far is Atomicmall, they charge you $5 fee after your first sale, even if the commission is only a few pennies. I got charged & the buyer never paid, so I'd be wary there. So far, way less problems on Bonanzle & Ecrater for us, no feedback extortion & best of all, no fees on Ecrater & only minimal on Bonanzle. After the current auction sale ends, I'm finished with Ebay, it's just not worth it anymore. So good job there, Donnyho, you ran off another silver powerseller with 10,000+ positive who was loyal to feebay 10 years. I used to pay feepig over $1000 a month for years, for nothing. Now, I wake up every day & come here, hoping Ina tells us Dumaho is gone.

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