Neutral feedback will not be included in percentages on eBay

July 10, 2008

Lorrie

eBay have just announced some significant changes coming to feedback in the next couple of months.

Neutral feedback is to be downgraded and from late August will no longer be included in the feedback percentage.

This was one of the biggest complaints of sellers at eBay Live!, with many sellers saying they felt “punished” for neutrals received prior to the last feedback recalculation. Many sellers lost treasured 100% feedback scores when neutrals were taken into account, and felt that it was unfair to retroactively count them as equivalent to negatives. eBay executives appeared genuinely distressed at sellers’ reaction to the changes, and Lorrie Norrington promised to address the issue.

In a second change, eBay are to introduce editable feedback for the first time. They have recognised that buyers sometimes leave feedback too early and will enable them to change the comments and rating. This will appear on the site in October and will encourage sellers to work with buyers to recitify any issues knowing the buyer can improve the feedback left. Currently it’s not been specified if buyers will be able to edit the DSRs left, but more details will be available in the Autumn.

It’s great news that eBay are not only listening to their customers, but are acting on what they’re hearing. I’ve never known them to make changes so swiftly following feedback from site users, so top marks to the new management team for not only listening, but also for taking prompt action.

Written by Chris Dawson · Filed Under Featured, Site Changes | 46 Comments