|Sat Nov 14 2009 09:25:01|
eBay Tests Reaction to Seller Feedback Changes
By: Ina Steiner
eBay confirmed it was considering changes to the feedback rating system, and a new survey indicates the type of changes that may be coming next year. eBay is conducting a survey in which it shows users three mockups of the View Item page. What's striking about the mockups is the way Seller Information is presented. There are no traditional feedback elements - no number of feedback, no feedback percentage, no TRS badges or verbiage, no stars, and no "About Me" logo.
Instead, the Seller Information box contains the number of items the seller sold and a graph of the seller's Detailed Seller Ratings (DSRs) in three areas:
The survey tells respondents, "For this survey, you will be asked to consider three different items for sale on eBay. You will be shown each one and then asked a few questions about each of them." It then asks respondents to answer several questions for each item shown.
- Item as expected
- Arrived on time
On a scale of 0-10, where 0 is not at all likely and 10 is extremely likely, how likely would you be to buy the item you just saw?
On a scale of 0-10, where 0 is very poor and 10 is excellent, how would you rate the quality of this item?
On a scale of 0-10, where 0 is not at all reasonable and 10 is extremely reasonable, how would you rate the costs associated with getting this item?
On a scale of 0-10, where 0 is very poor and 10 is excellent, what kind of experience do you feel you would have with this seller?
Why do you feel that you would have this kind of experience with this seller?
On each mockup, the format of the View Item remains constant, but the information - such as DSR ratings, pricing, shipping costs, return policy and payment method - vary.
eBay has confirmed that it is considering changing its feedback system next year (see Related Articles below) but has not provided details. Generally when changes make it to the survey stage, it's usually late in the process, so eBay's first Seller Release update, expected in January, should be interesting.
eBay Still Testing Feedback Changes (link)
eBay Tests New Feedback System in US and Germany (link)