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Wed May 20 2009 23:47:54

eBay Tinkering with Feedback System

By: Ina Steiner

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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.  




Comments (85) | Permalink

Readers Comments

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Ebay Pays My Bills

Thu May 21 00:02:25 2009

Well if repeat customers are how Ebay will score sellers I shouldn't have a problem.

About 25% of my sales come from repeat customers.

The system as-is is OK but it could be better.

But how can I complain with a 15% discount every month with the in place system?

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: On Lies and Secrets

Thu May 21 00:06:44 2009

''NPS'' is an acronym commonly used on ebay that stands for Non-Performing Seller. How ironic.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Gaz

Thu May 21 01:32:04 2009

With less than 10% of buyers currently leaving feedback on our transactions, it matters not how many tests eBay runs.

Until they emplace a system whereby buyers can no longer bid until they "catch up" with their backlog of unleft feedback, the system will always be skewed towards the opinions of those with an axe to grind.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: shipping out

Thu May 21 01:52:08 2009

eBay's own executives are judged by Net Promoter metrics

System obviously does not work very well considering the current mess ebay is in

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

This user has validated their user name. by: Mercy the Mingless

Thu May 21 01:52:56 2009

Ebay brainiac Brian ''A Neutral is A Negative Because It Isn't a Positive'' Burke is in charge of ''enhancing'' (fixing) a feedback system his team broke real good.  

Burke has never reversed his so called statistical ''analysis'' of ''retaliatory negative feedback'' that brought about the last batch of Burke sh*t.  In justifying the feedback debacle of May 2008, Burke maintained that ANY negative feedback left for a buyer by a seller after the buyer gave a seller negative feedback was ''retaliatory''.  In Burke's eyes, sequence of negative feedback left determined that it was ''retaliatory'' regardless of buyer behavior or payment.

It was as if Burke was telegraphing what seemed at the time to be a delusional message to sellers, that buyers can do no harm.

Burke is still employed at ebay.

Burke is now in charge of cleaning up the mess he made.  That will take an institutional size can of heavy duty CYA.

When you think it can't get any more deranged.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: jake

Thu May 21 02:31:08 2009

Anyone still listing on eBay is out of the loop…over priced, terrible visibility in listings and low STR + all the nightmare ignorant buyers who just love eBay??? LOL yes we know why.(no need to explain)

Profit can only be by selling fakes or stolen goods (excluding GENUINE liquidation sources of course)

eBay had it’s day 5 years ago..who gives a cr£p about eBay feedback now

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Nonsense

Thu May 21 04:39:13 2009

What's Brian planning to do now, add another line to the existing poorly worded  DSR's and use that against sellers too?

Ming,  

He has to stay at ebay. Nobody in their right mind would hire him.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: gailete

Thu May 21 08:13:44 2009

What's the point of tinkering more? They've ruined the feedback system the minute they took away the right of sellers to let the world know that a particular buyer is a stinker. Until feedback can be left on both sides, there is no point to tinker except that is what ebay employees do--tinker. If it works tinker with it until it doesn't. If it didn't work tinker with it until it really doesn't.

If they ever hired a SMART employee, they would promote changes that would put ebay back to where it was 5 years ago, and probably the dumb bunnies that work there who didn't know how things worked then, would think it a  great idea and promote it until they noticed sales were up again and then they would fire the poor dude.

I can't figure out why anyone would want to work at ebay at this point. The stress must be awful.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: lindy

Thu May 21 08:16:42 2009

AGAIN, the wording needs to be changed from ''was the item DELIVERED on such and such a date,'' to ''was the item SHIPPED on such and such a date.''

Once we drop off our item for shipping at UPS, USPS, Fedex or wherever, we HAVE NO CONTROL over when it is delivered!!!! When will they understand that??

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Angela

Thu May 21 08:21:13 2009

The focus on repeat buyers only serves to indicate that eBay is intent on duplicating the Amazon model and has no interest in actual auction model.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Harriet

Thu May 21 08:27:41 2009

I think many sellers are seeing a diminishing of buyers who are leaving any feedback at all. And I believe that is is harder, takes longer and is more complex for buyers to do so and that is the reason.

First you have to leave a written comment, then go to another screen and leave DSRs. It's a total pain in the posterior.

And if you don't leave feedback, you are continually badgered by screens that remind you that you have to do this.

I buy and sell, and when I buy, I just want to make the purchase, and get on with my life. I don't want to be spending extra minutes rating someone.

The only thing that matters to me is "did I get my product?" and "was it what I ordered?".

So ideally. if everything went OK, I would like to never have to fool around with some lame rating system. I have a lot of better things to do with my time.

It is growing into something that has a life of its own, and it is developing monster teeth for both the seller and the buyer.

It's sort of like taking a little mini test after you spend your hard earned money on something.

If I have a bad deal with someone, I try to get it resolved on my own, and if it doesn't work out, I never use that vendor again.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Daisy

Thu May 21 09:08:16 2009

Just recently I've seen a real decline in buyers leaving feedback. Maybe 10%.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: marymary

Thu May 21 09:16:54 2009

Ahhhh! Just when we thought it couldn't get any worse....

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: lucky

Thu May 21 09:25:40 2009

''serves to indicate that eBay is intent on duplicating the Amazon model''

They have already admitted that that did not work. They are now interested in the overstock.com model of bringing bigbox stores onto the site to load their whole catalog of off season inventory and overstock.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

This user has validated their user name. by: Marie

Thu May 21 09:36:37 2009

Harriet you hit the nail on the head "It is growing into something that has a life of its own, and it is developing monster teeth for both the seller and the buyer". This is a statement that really describes all of Ebay and what it has become.  Never seen so many rules and regs and policies - some contradict each other.

The Mom and Pops are leaving in droves - they have the old treasures and the money to spend.  That is what made Ebay and what many want from it - but we are losing them.  Ebay forgot to "KISS" - Keep it Simple S...  and more would have stay and come back and been a repeater.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Gypsy

Thu May 21 10:16:51 2009

Greedbay has come up with yet another way to stick it to Sellers & force more & more Sellers to leave for hopefully better places.

While Primarily a Seller, I also buy & eBay is letting dishonest Buyers get away with murder!

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: voodoo

Thu May 21 10:44:57 2009

I haven't left feedback in a year. I also put in my description that I don't leave feedback as it is a joke.

Haven't seen any difference in how many do, and don't even care.

Fleecebay needs to tinkering with the HO's brain to see if it is really working.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: fleecebay go away

Thu May 21 10:47:20 2009

Why are you people letting ebay lead you around by the nose. Only cows get that treatment.

Get out while you still have some sanity left.

Quit the whinning.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: ebay policy monkey

Thu May 21 11:46:54 2009

Feedback is meaningless. I'm tired of stupid customers telling me "I have 100% perfect feedback" not knowing the NEW way to find a bad customer is to hit toolhaus & check "feedback left for others". Found one Jerk that did chargebacks & demanded partials. Blocked him & told him it was becauswe of his feedback. He still didn't get it & insisted his f/b was perfect.

eBay Tinkering with Feedback System   eBay Tinkering with Feedback System

by: Ebay Pays My Bills

Thu May 21 12:15:38 2009

HARRIET, you say: "First you have to leave a written comment, then go to another screen and leave DSRs. It's a total pain in the posterior."

That simply isn't true!

It's on the same page.

YOU'VE BEEN OUTED AS BEING EBAY CLUELESS!

As Madbezos would say: Hope this helps

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