|Wed Nov 20 2013 21:19:48|
Should eBay Feedback System Be the Standard for Marketplaces?
By: Ina Steiner
With news that online auction site Proxibid was adding a feedback system that lets buyers rate Marketplace sellers in a system similar to eBay's Detailed Seller Ratings, we wondered, should eBay's feedback system be the standard for online marketplaces?
Here is eBay DSR criteria:
- How accurate was the item description? (Item as described)
- How satisfied were you with the seller's communication? (Communication)
- How quickly did the seller ship the item? (Shipping time)
- How reasonable were the shipping and handling charges? (Shipping and handling charges)
Here's a list of Proxibid's new Seller Ratings criteria:
- Did you receive your item in a timely manner?
- How reasonable were the seller's shipping charges?
- Did the seller's online listing accurately describe the item?
- How reasonable were the seller's fees (fees other than shipping)?
- Please rate the seller's customer service.
In both the eBay and Proxibid systems, buyers rate sellers on a 5-star scale.
While seller ratings are important when shoppers are evaluating sellers, sometimes even more important is how the marketplace itself uses the ratings. eBay uses DSRs to measure seller performance. Sellers who are "below standard" face consequences ranging from less exposure for their listings in search results all the way to permanent suspensions.
I asked Proxibid spokesperson Dana Kaufman how her company would use the seller rating system and whether Proxibid would reward or punish sellers in any way. She responded, "The seller rating system is meant to be a tool to reward sellers who receive high marks and as a tool for sellers who might see areas for improvement. For example, a seller who receives feedback that the buyers premium is too high, that seller might be encouraged to lower their premium which would likely result in a higher score."
eBay recently surveyed sellers on changes it was considering making to the feedback system, covering several main areas regarding its feedback system:
- eBay Feedback and Seller Standards systems;
- Shipping Charges Detailed Seller Rating;
- Two ideas eBay has for changing the feedback system;
- Buyer feedback.
eBay even said it was considering changing - and possibly eliminating - the Shipping Charges DSR. Here's the EcommerceBytes blog post about the survey with links to our 4-part coverage of the feedback survey.
Which leads me back to my original question, should eBay's feedback system be the standard for online marketplaces?
If you were creating a feedback system for an online marketplace to help buyers and sellers and keep things fair and balanced, what kind of system would you create?