|Wed May 20 2009 23:47:54|
eBay Tinkering with Feedback System
By: Ina Steiner
For those who worried eBay might slow the pace of change, never fear. eBay is running tests on its Feedback system that it assures users will not roll out this year.
eBay is running the tests with selected sellers who are participating in an existing Net Promoter Score (NPS) test, an industry standard tool for measuring customer loyalty. Net Promoter is based on the question, "How likely are you to recommend to a friend or a colleague?"
eBay blogger Richard Brewer-Hay revealed the tests in an interview with Brian Burke, head of eBay's feedback system, on the eBay Ink blog. Burke said, "Transactional NPS is applying this customer loyalty metric after each transaction, much like we do with Feedback today."
eBay's own executives are judged by Net Promoter metrics - eBay's Board of Directors added the Net Promoter customer-retention program to the eBay Incentive Plan (eIP) in the second half of 2008.
The eBay Ink blog has some screenshots of the tests it is running, which start next week.