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Tue June 7 2011 01:37:21

New DSR Format in the Stars for eBay?

By: David Steiner

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Some users are reporting seeing a different method for leaving DSRs for their eBay purchases. In place of the 5-Star ratings, there are drop down boxes with verbal rating options for Description, Communication, Shipping Speed and S&H Charges as shown in the graphic below:
  
eBay has been doing a lot of testing of features lately. These are likely being shown to a subset of eBay users for a certain period of time to judge the effectiveness of the potential changes. If eBay were to change DSRs to this method, would it increase or decrease the effectiveness of the ratings system? What are your thoughts?



UPDATE 6/7/11: We received the following message through our email system this evening:

The drop down boxes you see show up when JavaScript is disabled in the browser.

While we do test many things to better understand buyer and seller response, improve the efficiency of shopping, improve trust, and build a better site; we are not currently testing this as an alternative to the current DSR input method.
Thank you.
John Bodine

We tested this in several browsers, and when JavaScript is disabled and you leave feedback, the drop-down boxes display instead of stars.

This brings up an interesting situation, as it appears that customers leaving DSRs are not having a consistent experience. Whether this could affect a seller's status is the question, since the ratings in the drop-down version are not tied to any visual cues. For instance, under the shipping speed rating, buyers are asked, "How quickly did the seller ship the item?" and translates 4 Stars into "quickly."
 
If all of your buyers see this version when leaving feedback and told eBay that you shipped their items quickly, you would not be able to become a PowerSeller, nor would you be able to attain Above Standard status.

We've included a screenshot of all the DSR options when JavaScript is enabled and disabled. Your thoughts?




Comments (58) | Permalink

Readers Comments

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: pete

Tue Jun 7 03:11:45 2011

same same but different....still the same stupid idea PLUS the ridicules:
"how quickly did the seller personally ship and deliver the item into your hands"

This will have NO positive effect on sellers; i will stick with Amazon thanks

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: anyone out there

Tue Jun 7 05:11:56 2011

Won't help at all.

When buyers are to ignorant to read the auctions completely then they don't have the information to make a rational decision when filling out the DSR'S.

Just another idea fleecebay will subject the sellers to.

Is there no one at fleecebay with a brain or common sense?

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Janie

Tue Jun 7 07:36:40 2011

Ebay is stuck on stupid stuck on a 5 star system where people have to be overly satisfied. How many people are ever overly satisfied???? I will stay with craigslist & looking my local fleamarket. They are the dumbest people I have ever saw in my entire life.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: John

Tue Jun 7 07:55:16 2011

Buyers don't read anything until they have a problem. They say it themselves. When they have a bad transaction is when they will take the time to read the new DSR page to ding the seller.

Any sale item should have a listing of shipping cost per carrier,

and eBay should have a window allowing the buyer to choose the carrier to send them the item.

The buyer chooses if they want the item sent usps, fedex etc. and pays the shipping cost for that carrier.

then they could consolidate the dsr down to size and quality of packaging.

The carrier issue becomes moot because it now falls on the buyers shoulders for their choosing.

By having the buyer choose, it allows the buyer to decide the extra cost factor for shipping by carrier price, they are willing to pay.

The description states the buyer chooses, their carrier, after transaction is complete there is a window for the buyer to choose the carrier before going to checkout. If they do not choose then they cannot check out until they choose.

End of Story.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: kevin

Tue Jun 7 08:29:52 2011

I can only use shipping for an example here as it's all that's shown above..

You could actually have your account suspended or demoted in search for too many buyers saying you ship "quickly"

This new format doesn't do anything.  It's the same bad idea in a different format that still leads to the same results.

Like the poster above, I'll stick with Amazon.  At least they provide the standard of customer service to their sellers that they expect their sellers to give to customers.  Ebay still hasn't figured that out yet.  Oh, plus Amazon actually picks up the phone when you call and it's not some call center in India with canned scripts

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Walker

Tue Jun 7 09:36:22 2011

eBay should be filling in the shipping time DSR automatically if they feel it is that important.  Simply "Did seller put it in the mail when they said they would?", with exceptions for weather and the like.  I just got a 4 for shipping time because the buyer, who was informed by me that USPS tried to deliver her package, waited 5 more days to get it.  It got to her within 5 days of EOA.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

This user has validated their user name. by: Anonymous Annie

Tue Jun 7 09:48:12 2011

I believe that this is a VERY CYNICAL attempt by eBay to FORCE lower average DSR scores.

HOW? It appears that the ''5-star'' graphic/icon/metaphor is being abandoned for drop-down options.

WHY IS THIS BAD? Perhaps eBay realizes that many sellers (too many?) have realized some amount of success in educating their buyers on the importance of receiving 100% 5-star scores.

By eliminating the VISUAL CLUE that literally displays five ACTUAL STARS, eBay is making the scores a bit more subjective... and buyers who are not ''OVERLY SATISFIED'' will give responses to indicate that they are ''PERFECTLY SATISFIED''.

Unfortunately... sellers who have PERFECTLY SATISFIED customers are punished with lower visibility and higher fees.

This WILL result in lower DSR scores, and more small sellers will voluntarily leave... or they will be booted out of the door.

Ebay knows that, and that's why they're doing it. This isn't a random change for which they haven't carefully considered the impact. It's not as though they don't realized the consequences.

In fact THEY DO KNOW!! It has been carefully (and stealthily) constructed to have the EXACT EFFECT THAT EBAY DESIRES!!

Pay attention people! Don't be fooled. Don't be misled.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: MR ME

Tue Jun 7 09:53:12 2011

So what does "neither quickly nor slowly mean"? to me it means "within time expected", but to ebay it means a "3" DSR , which will sink a seller quickly.... Onward with the DSR witch-hunt..... Dump eBay. Amazon, Etsy, Craigslist, Audiogon, eBid, Bonanza all much more freindly for sellers / buyers. BTW ... look at eBay stock vs nasdaq , amzn for the past 5 years .... enough said!

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

This user has validated their user name. by: Ric

Tue Jun 7 10:57:55 2011

The anonymous nature of DSR ratings make the entire system abusive to sellers.

eBay refuses to hear sellers complaints, but they sure reacted quickly when buyers whined that negative feedback was unfair.

Another example of how little the actual fee paying users of eBay are kicked and abused by management that has zero experience selling in the marketplace under the conditions they create.

DSR ratings should be transparent and as fully visible to sellers as feedback is.

eBay allows 2 or 3 buyers to anonymously destroy a sellers ability to do business on eBay by enabling them to hide behind anonymous ratings, and calls this a fair system? One would think a company headed by MBA's would be more intelligently administered than this.

After years of doing so, if sellers are going to see their ability to conduct business on eBay limited, restricted, or even suspended on the basis of DSR ratings, then eBay should make those ratings open and transparent so that sellers can face their accusers.

eBay should either make DSR's transparent, or listen to sellers and discontinue the program in it's entirety just as they did when buyers complained about receiving negative feedback.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Vitreous

Tue Jun 7 10:59:00 2011

Unfortunately, my feeling is this will prompt buyers to choose "Neither slowly or quickly."  As sellers all know (and buyers do not) anything short of a 5 Star rating with regard to DSRs is detrimental to one's ability to sell.  Just wish eBay would understand that.  Maybe someday (?)

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Average Bowler

Tue Jun 7 11:04:35 2011

@MR ME: ''So what does ''neither quickly nor slowly mean''? to me it means ''within time expected'', but to ebay it means a ''3'' DSR , which will sink a seller quickly''

Exactly! One thing we can be *certain* to happen is that DSR's in *all* categories will quickly drop.

The remaining question is this: What will Ebay do about it?

Will they:

1) ...sit back and do nothing while small individual Sellers are shut down?

2) ...revert back to the clickable five-star method? (As Annie points out (above) some Sellers have had success in being able to 'train' their Buyers to respond in the most favorable way.)

3) ...realize the harm its causing to individual small Sellers (and eventually *lower* the absurdly high standards that Janie (above) accurately describes as indicating a Buyer is 'overly satisfied')

I fear that Ebay will take the easy route and simply do nothing. For some reason I cannot understand, Ebay feels it's more beneficial to be rid of small individual Sellers who cannot meet absurdly high standards (and who are not large enough to have the contractual connections that permit them to have lower scores, or to simply have undesirable scores ignored or scrubbed.)

This really does seem like *bad news* to me!!!!!1

And now that the AB readers have chimed in on this issue, and the consensus is overwhelmingly negative, Ebay's AB-patrol will report back that ''if AB readers hate it, then it's good for Ebay'' and it will become permanent.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Yubba Dubba Doo Doo

Tue Jun 7 11:12:24 2011

@ANONYMOUS ANNIE, you said:

''By eliminating the VISUAL CLUE that literally displays five ACTUAL STARS, eBay is making the scores a bit more subjective... and buyers who are not ''OVERLY SATISFIED'' will give responses to indicate that they are ''PERFECTLY SATISFIED''.''

What Bast*rds eBay are !
Your right, no star visual clue for the dumb, retarded or evil purposeful desctructive buyers !

Honest to Goodness, I still think Pierre is bored with eBay, told Donahoe he will close it down in a few years, so have some fun torturing sellers before we do !

What kind of company makes it this hard for sellers ? Donahoe created insane policy's to live up to, then tries to create every easy way to knock down sellers so they can't live up to them, and die from stress trying

With the above system I think average rating will be 3 to 4 for most sellers, buyers will think they are rating good ratings

I can't stand what you do to us sellers Donahoe !

Just do away with the 20% discount and let us sell again, and not have the ability for untrue or malicious DSR ratings sink us good sellers

My blood pressure is so high right now, damn eBay is infuriating, there is no way in hell they want small to medium sellers, they just keep showing us the door with this nonsense , and because of mortgages, kids to feed some of us keep staying for more abuse !

Shame on you Donahoe ! Karma ! A higher power will reveal to you what you have done to others ( Families, Individuals ) ! I have to believe that !



New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Gypsy This user has validated their user name.

Tue Jun 7 11:27:31 2011

eBay needs to dump the DSR ratings period. It is of no good to Sellers. With all the changes eBay has made over the past few years, Sellers are taking more hits. A very large percentage of Buyers don't understand DSR ratings & are doing more harm to Sellers due to their ignorance of this idiotic system.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Rich

Tue Jun 7 12:47:19 2011

My thoughts are that the dsr system causes both buyers and sellers to quit ebay.  This means that the dsr system stunts growth.  Anything that stunts the growth of a business is a bad idea.  So the dsr system should be immediately done away with.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: PM

Tue Jun 7 13:34:59 2011

Is it possible to beg, train or bribe buyers not to leave feedback at all? At some point any potential for a discount becomes not worth the stress. I'd just as soon watch my feedback score drop to nothing as worry about these DSR's.  

If eBay adopts this new method, it will guarantee that a "5" will be a rare thing indeed. Even the most satisfied customer will hesitate to be overly complimentary, and that is what will be required to avoid seeing your DSR average quickly approach a 4.0.

How will they word the rest of these selections in order to achieve their goal of driving down DSR scores?

In order to get a "5" rating, will the buyer have to be "overly satisfied" with your communication?  Will the description need to be "overly descriptive"? Will the shipping charges need to be genuinely free, or will sellers need to issue refunds for their stated shipping charges so as to shock buyers into giving them an "overly reasonable shipping charge" rating?

If I wasn't fully aware of how eBay manipulates the DSR system to drive away small and medium sellers, I'd mark this up to gross incompetence.  

This system will be adopted just as surely as the intention of the whole DSR system is to deny discounts and kill small sellers.  That is, the probability is 100%.  

Mark my words.  Before eBay is done, it will be virtually impossible to maintain anything near a 5 star rating.  They are not stupid.  That is exactly how they planned it.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: PM

Tue Jun 7 13:38:12 2011

BTW, to answer the original question:  This DSR method will most definitely increase the effectiveness of the rating system.  For eBay, that is.  It will be the most effective system possible for killing small and medium sellers.  

This is the final step in eBays plan of small seller genocide, and the most effective plan they've devised yet.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: Sales rep

Tue Jun 7 13:49:40 2011

''How quickly did the seller ship the item''


Considering the majority of sellers are uploading order tracking numbers into the ebay system, why does ebay even ask the buyer how quickly an item was shipped? They already have the data in their system so this question has absolutely no business being part of the DSR system.

In all fairness, ebay should use the tracking data to determine actual shipping time and remove that DSR. If the seller doesn't ship the product within the time they have in the listing, then shipping time DSR can be part of the rating and the buyer can decide if they are satisfied or not.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

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

Tue Jun 7 13:58:07 2011

Anonymous Annie is exactly correct, and she says the same thing I would had I gotten up earlier today.

This is nothing more than another sleazy bait and switch ruse to eliminate more seller discounts.

Ina, is there is any way you could show all the drop down buyer options in each category so we can revise our post sale customer communications?

The Ho's seller extermination program continues.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: PM

Tue Jun 7 14:00:10 2011

I just asked a friend how they would interpret these choices regarding shipping charges.  Here are the answers she gave me.

5. Very quickly. = Before the item was paid for, or on the same day if the auction ended in the morning and item was paid for immediately.

4. Quickly. = The next morning after payment.

3. Neither quickly or slowly = Exactly on the schedule as listed.

2. Slowly = More than 24 hours after the item was paid for.

1. Very Slowly = More than 2 days after the item was paid for.

She did make allowances for ''days'' meaning ''business days'', although she's aware that items could be shipped on Saturdays and might decide to take that into account depending on the circumstances.

So, there you have it.  If all, or most, buyers hold to that criteria, most of us can expect our DSR in that category to rapidly drop to 4 or below, unless we offer free shipping and get eBay's promised automatic 5 stars.  Even then, if they are forced to give out too many automatic 5 stars, you can rest assured that they will discontinue that policy as soon as they can come up with a rationale that makes it seem like doing so is a benefit to sellers.

New DSR Format in the Stars for eBay?   New DSR Format in the Stars for eBay?

by: DonC
Web Site

Tue Jun 7 14:01:24 2011

DSR's should be a useful tool for sellers. The feedback provided could give the seller an idea of how the buyer perceives our products and service.

Unfortunately the current system seems to be a poorly disguised scheme for raising fees.

If the past is a guide the "new and improved" DSR system will come with a fee increase disguised as a discount.  

 

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