Glenn is one of Tamebay’s regular commenters and has been contributing to the site for many years. Today he revisits the topic of feedback and does it work as it should do?
I don’t agree with this argument, but it’s their ball, their game and their rules.
When I receive the occasional negative I always try and get it removed either by contacting the customer or customer support if I consider appropriate. I have made mistakes and some negative comments have been justified, but often they are not and I try and put matters right with a replacement, refund or apology.
If the feedback comments are specific as to why the customer has left a negative or neutral I can address that issue. Lost, late, damaged in transit, excessive postage are all identifiable grievances and potentially resolvable.
Negative or neutral rating accompanied by comments such as OK, Fine, Alright, or a single “.” doesn’t give a seller anything to work with.
Having recently received a score of 3 (neutral) on Amazon my feedback score has dropped. The score of 3 was accompanied by the comment “OK”.
So what does OK mean?
OK is not a negative comment, but nether is it a positive. OK falls between the two and provides no useful information to the seller or potential customers.
If an Amazon customer stated “the product was OK” that could be removed on the grounds that it was a product review, but a simple OK doesn’t give a seller anything to work with.
Lazy comments such a “Ditto” or a single dot have no value whatsoever and no seller can improve the so called “seller experience” if they have no idea why the customer left a negative or neutral.
Feedback will always be a bone of contention for sellers, but if buyers were required to make a meaningful comment at the time of leaving feedback sellers would have some means of challenging the feedback or if appropriate addressing the issue.
In essence if the feedback is not a meaningful sentence it falls to meet the necessary criteria used by eBay and Amazon as justification for the feedback system and should be removed.