Amazon's new feedback page emphasizes delivery time
Today Amazon began testing this new page where Marketplace buyers are asked to leave feedback (click on the picture to enlarge):
Here's what stinks about this new page: Even more than the existing page, it emphasizes a short time window for Media Mail orders. For example, I just looked at the feedback page for a Marketplace order I placed on July 4. As a buyer, the first question I'm hit with is:
"Did your item arrive by July 26th?"
That's only 14 business days for shipping! As we all know, the Postal Service delivers many Media packages after that time frame. Yet Amazon is inviting buyers to zap up with negative feedback when USPS isn't prompt. When Amazon implies that something was substandard about the order, the implication is that it was the seller's fault, and the remedy is negative feedback.
The new page prompts buyers to criticize sellers for factors beyond the seller's control -- even if the buyer was satisfied with the purchase! (The existing design also provides the same delivery time frame, but asks the question at the bottom of the form, where many buyers might not even see it without scrolling down.)
On the other hand, I suppose the new design will reduce the amount of buyers who leave feedback comment about a book's contents. This page design makes it more obvious than ever that the buyer is being asked to rate the transaction, not the product.
Here's what else is new about the test page:
Here's my take: Amazon redesigned the form so that buyers can vent immediately using the feedback form, take out their frustrations on sellers, and consequently Amazon will receive fewer Marketplace order inquiries and complaints.
What do you think?
Here's what stinks about this new page: Even more than the existing page, it emphasizes a short time window for Media Mail orders. For example, I just looked at the feedback page for a Marketplace order I placed on July 4. As a buyer, the first question I'm hit with is:
"Did your item arrive by July 26th?"
That's only 14 business days for shipping! As we all know, the Postal Service delivers many Media packages after that time frame. Yet Amazon is inviting buyers to zap up with negative feedback when USPS isn't prompt. When Amazon implies that something was substandard about the order, the implication is that it was the seller's fault, and the remedy is negative feedback.
The new page prompts buyers to criticize sellers for factors beyond the seller's control -- even if the buyer was satisfied with the purchase! (The existing design also provides the same delivery time frame, but asks the question at the bottom of the form, where many buyers might not even see it without scrolling down.)
On the other hand, I suppose the new design will reduce the amount of buyers who leave feedback comment about a book's contents. This page design makes it more obvious than ever that the buyer is being asked to rate the transaction, not the product.
Here's what else is new about the test page:
- Only one click to reach the feedback page after logging in.
- All feedback-eligible orders are visible on one page. Buyers can leave feedback on as many orders as they want without having to leave the page.
- Comments are automatically filled in based on the rating the buyer clicks. For example, if the buyer leaves five stars and answers "Yes" to each of the three feedback questions, these comments are automatically added to the box: "Excellent. Item arrived on time. Item as described. Satisfied with customer service. The buyer can then edit the comment before submitting the feedback.
- The message "If your order hasn't arrived yet, please note that it's still before the delivery estimate" is much more prominent.
- The comments box is below the optional questions so buyers will be more likely to notice the questions before they leave a comment.
Here's my take: Amazon redesigned the form so that buyers can vent immediately using the feedback form, take out their frustrations on sellers, and consequently Amazon will receive fewer Marketplace order inquiries and complaints.
What do you think?
Labels: customer service, feedback
posted by Steve Weber at 9/12/2007
8 Comments:
I agree. :o(
I understand the need for good feedback, but why is it in Amazon's intrest to have decent sellers get dinged with negative's? I think that would just make people less likely to buy?
Maybe this is created because of a percieved need to counter the new ebay feedback system?
What if your item arrived in BETTER CONDITION than described? Will some buyers mark "No" instead of "Yes"? The question about description should be worded so buyers know to answer "Yes" if the item condition is better than described too.
I think Amazon is trying to make itself look better when competing against sellers, who will now be dinged for Media Mail times beyond their control and this new feedback system that encourages negative (or less than 5-star feedback). I wish that we could rate Amazon on some items, especially the atrocious way that it packs its new books (which frequently arrive with some damage so would only be classified as "very good" if resold).
This is a Gordian Knot of a problem
Amazon should have spun off the Marketplace the same as a TV series spins off a hot character.
The Marketplace shouldn't compete "within" Amazon, but alongside.
Alot of businesses don't make 15%. with no staff, inventory and warehouses AZ is making 15%.
Since a spate of changes Sept 2006, my business is down 50% and other Sellers are reporting the same.
In September I also had a Media Mail Meltdown of nearly 6 weeks to deliver 18 books. 1 took 5 weeks to go 17 miles. I could have walked it in 7 hours. [I'm a hiker]
I have just become a victim of a buyer misusing AZ policy to keep a book. I am careful and list Hardcovers with Hardcovers etc. But AZ had many "Binding Unknown's", and I am unsure if this book had its Product Description altered.[more common with Pre-ISBN and Basin "B" numbers]. This may also have been "automatically placed". I am sure AZ has numerous errors and always had. Will they or do they take responsibility for errors foisted upon Sellers.
I believe unethical Buyers are premediating their actions by looking for not so obvious product errors or "borderline" [objective] descriptions.
I get nervous when it comes to feedback. We got dinged this week by a picky buyer who must have forgot they were buying a used book. My monthly score suddenly drops from 100% to 88% just because a customer didn't bother to read the(accurate) description. The advanced feedback may separate me from fly-by-night dealers but still....
feedback is tough and media mail can hurt especially when you ship from the edges of the country. people who ship from centrally located places probably get faster service
and will amazon ever notify HI, AK and APO buyers how long media really takes
Even by Amazon's standards, their new methodology is flawed. Amazon allows two business days to ship PLUS Media Mail transit time. So they should adjust their "due date" in the feedback page to 16 business days.
Who is the moron at Amazon that comes up with these idiotic ideas? If they want to continue screwing us sellers why don't they just close the doors on marketplace sellers already. This is ridiculous!
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