Monday, May 19, 2008

Feedback 2.0 Comes to the US Today!

eBay's much criticized new Feedback system comes to the US site today. It may take all day to update the site.
  • No negative Feedback for Buyers
  • Past Negatives and Neutrals are all counted as negative. The only options going forward are Positive or Negative.
  • eBay messaging during the Feedback process tells buyers "you can no longer receive negative or neutral Feedback from sellers. You should leave honest and accurate Feedback without the fear of receiving negative or neutral ratings."
  • Many sellers are worried this will drop them out of PowerSeller status.

It will be interesting to watch and see how much this new Feedback improves the "Buyer Experience".

Update: Here is an announcement from eBay "As previously announced, we are making changes to the Feedback system this month. We have begun the back-end changes that will allow Feedback percentages to display only the last twelve months’ worth of transactions, and to show credit for repeat Feedback (retroactive to 1996).

While we are performing the database migration necessary to display the Feedback changes properly, members may notice some discrepancies in the way Feedback is displayed on the View Item pages and in individual members’ Feedback Profiles. During the transition, the positive percentages on these pages may appear to be different.

The migration began on the global sites on May 12 and will complete on all sites by May 28. As always, thank you for your patience and understanding."


Rich said...

"...after a long period of time and experience with the new innovation, we look backward and realize that there were some effects of which we were entirely unaware at the outset. We sometimes call these effects "unintended consequences," although 'unanticipated consequences' might be a more accurate description."[Mark Federman interpreting Marshall McLuhan]

This "dart board" approach is a dangerous game. Well, eBay comes, eBay goes. At worst, small voids will be filled by others.

Anonymous said...

So, is eBay using "Billy Math" to figure the new FB percentages? I have 1105 positives in the last 12 months and 1 neutral. According to my handy calculator, 1105 / 1106 is 99.99% NOT the 99.8% eBay shows as my new FB.

When you look at the new pop-up which "explains" FB, they are using roughly HALF of my positive FB in calculating the new percentage - 564 rather than 1105. Is it just me, or is that totally crazy?

Thanks eBay, for YET another poorly thought-out, badly implemented "improvement"!

Anonymous said...

I have only one comment:


Jay Senese said...

Now, see, I like this new system. Our feedback total went from 391,000 to 711,000 and our percentage went from 98.9 up to 99.4. Very cool and long overdue for eBay sellers who have a great deal of repeat business.

Jay / jayandmarie

Randy Smythe said...

I figured you would like this Jay!

Congrats on finally getting credit for the repeat business. Too bad they didn't use your total FB.

Anonymous said...

I'm seeing jayandmarie's feedback as 99.4% on item pages but only 98.5% on their feedback profile page.

Anonymous said...

As a business owner all of my working life, I usually see things from the management viewpoint. I don't really have a problem with tweaking the feedback system as they are to make buyers feel better. Buyers are GOLDEN, and that's why we're all selling on eBay...They Got the BUYERS!

But here's what gets me. When going back and re-adjusting the feedback from day one, what difference would it really make if they just threw out the neutrals and only counted positives and negatives. What difference would it really make? Instead, they count neutrals as negatives and poke a stick in every sellers eye. Why do they take every opportunity to give more ammunition to eBay haters? It's just not good business sense to constantly poke your customers in the eye. In all my years of being a student of business, I'm constantly amazed by eBay's inability to just do the right thing, even when it comes to the little stuff. They just don't seem to think things through. They just don't seem to get it!


Anonymous said...

eBay just gave most sellers a big fat negative on their feedback (my score is down more than any number of customers could have caused by leaving negs or neutrals with the old feedback rules).

Now, eBay knows that customers don't like getting negatives (even customers that are sellers).

You'd think they would understand this and find some way to make the necessary changes without insulting nearly every seller out there.

eBay stops letting sellers leave negatives for buyers (to make them stay or come back) while at the same time giving buyers negatives (by changing the feedback calculation).

Just does not make sense... do these people even think about their actions?

Anonymous said...

I have been selling on eBay since 1996 with 4000+ feedback and now will have to sell on another screen name because my feedback percentage just plunged (was at 99.5, now 98.6) And why? Because of neutral feedback over the past year. WHY IS NEUTRAL CONSIDERED NEGATIVE? This makes no sense at all and has done a huge injustice to sellers. EBay is finally starting to become a really, really unlevel playing field. What is the management thinking with trying to make us sellers so unhappy? They truly cannot see the forest for the trees!!!

Randy Smythe said...

Thanks for the comments!

eBay does think these things through, but they are driven by data so they make decisions based on trends and analysis.

eBay is a group of consultants and MBA's who can't get their heads out of the spreadsheets long enough to think clearly.

They have made a seriously flawed decision to turn eBay into Amazon and it is going to fail.

Anonymous said...

Just thought you'd like to see the practices of a 100% FB buyer, who surely embodies the new eBay "Spirit" -

This goofball waited until the new FB policy went into effect, and then left a series of negatives, which of course, are there to stay, even though he is now NARUed by eBay. Wow,the new policy is really working!