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TAGnotes Wed 2 Feb 2000 Vol 2 Number 21 Issue 103

From:   <tagn-@theauctionguild.com>
Date: Thu Feb 3, 2000 6:37am
Subject: TAGnotes Wed 2 Feb 2000 Vol 2 Number 21 Issue 103

The Auction Guild Notes for Wednesday 2 Feb 2000
The Online Auction Industry links to Auction Houses and Auction Service
Providers are on   http://www.auctionguild.com . Please visit and use
our affiliates links - http://www.tagnotes.com/generic.html
eBay has a long letter to the community about support service. July
of 1999 they launched a customer support satisfaction survey asking for
participation and feedback. Two days after an email answer is sent from
customer support, eBay randomly samples customers and sends a request to
complete a web-based satisfaction survey. The survey has
eight questions that ask about levels of satisfaction (on a 1-7 scale)
with both eBay and their most recent customer support experience. The
survey is sent to users that have had general support questions
answered. It does not include Safe Harbor issues.

They have received 50,000 survey responses. The majority of respondents
filled out both the numerical part of the survey, and provided comments
and suggestions for improvement. These comments are read, categorized
and analyzed, providing insight into what issues the community is
concerned about and how eBay can improve. They tie survey responses back
to the individual customer support person who answered the question.
This provides feedback on their individual performance. Customer
satisfaction scores are the single most important factor in each reps
performance evaluation, and the reps are coached on how to deliver
better service. According to eBay the survey results suggest to them
that they are the serving users well and that user satisfaction with
eBay Customer Support is increasing. In July 1999, the first month of
the survey, 78% of respondents said they were satisfied with eBay
Customer Support, with 18% dissatisfied. In January 2000, the level of
satisfaction had risen to 83% , dissatisfaction dropped to 12%. eBay
claims that these numbers put eBay Customer Support in the top fourth of
comparable companies.

In TAGs view, the number one most desired improvement posted on the
public OAI chat boards, even by strong eBay supporters, is customer
support.   Since July, we have not noticed any kind of appreciable drop
in this desire by the vocal part of the eBay using community. For this
survey to be credible at all, eBay needs to post the statistics, such as
how many requests were sent versus how many responded, and then all the
ratings in each category in the conglomerate. Were any of the responses
discounted? Was this done in house or by an independent outside agency?

Registration and add new item features were down 1Feb2000 from
1240PT to 1422PT
Listings, currently approx 4.01 mil
* * * * *
Yahoo Auction has an entertainment industry charitable auction on now,
including some Beatles memorabilia. Also Star Trek, Star Wars etc.
This benefits the National Childrens Coalition
Approx 1.3 million auctions currently running
* * * * *
Amazon Auctions has an agreement with ePoster2000 to provide Amazon
users with 3 months of free use of their auction listing software and 30
tokens for image hosting. (Since all these services are available online
for free we are not sure of the value here)

They have also reduced the cost of their OneClick Amazon.Com payment
service to .25 cents per sale plus 2.5% of the transaction value.
10 cent listing fee until further notice.
Customer service 24/7 Toll-free in U.S. and Canada:

Useful contact email addys can be found here
Listings, currently guesstimated at approximately 400,000
* * * * *
Golds Auction has extended free basic listings through February.
Approx 10374 auctions listed now, and 310751 Auctions since 6/20/99
* * * * *
BidHit.Com has not responded to our email. Caveat Emptor!!!!
* * * * *
Honesty.Com is once again redesigning their site. All tools
are functioning during this revamp.
* * * * *
If you would like an Auction House or Service Provider added to
this list, please email us at tagn-@t...
or TheAuction-@onelist.com.
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