eBay Listens to Customers, Retires Old Search Engine

eBay (EBAY) announced that it is retiring its old search technology in April 2009 in favor of the new search technology introduced last year. Currently 90% of users are now using the new search engine and the company is aiming for 100% conversion. Jeff King, Senior Director of Finding, states that the new engine is cleaner and faster and will deliver better results. He stated that eBay incorporated user suggestions to make the search engine better – so yes, management is apparently listening to users.

King said:

In a nutshell, it looks at a multitude of details in listings to deliver more of the results you want. It makes it easy to browse and narrow your selection, and lets you choose how you want to see the results. With the new auto-complete feature it even 'anticipates' what you're typing in the search box.

eBay also stated that there are several new features in store.

"These features include but are not limited to:

• Adding the "Get More results in Other eBay areas" you can see currently at the bottom of the classic search pages as well as the Tools Section

• Upgrading the Category selector on the Advanced search pages to reflect any subcategories you may have used in your browse path

• Including a new customize your preference function so that you have more control over what you see in the left navigation

• Updating the drop downs to change your sort and view to make them easier to use

• Creating a more user-friendly experience when your search returns 0 items.

• Supporting the ability to do a negative search in a lower level category
Last but not least, we wanted to let you know that we will continue our ongoing efforts to incrementally increase the site speed.”

I have long held that search is extremely poor on eBay and the function should be outsourced to either Google (GOOG) or Yahoo (YHOO), who specializes in search. Even with the new search engine in place, I continue to believe that search needs significant improvement. I am willing to give the new engine the benefit of doubt for about another six months to see if it is a material improvement or is at least comparable to Amazon (AMZN).

Remember that Amazon acquired specialized search knowledge through the development of A9.com, which itself was a failure from a commercial perspective. However, the knowledge learned was invaluable for Amazon and has been leveraged across the Amazon.com sites.

At least eBay’s management is for once admitting that they are listening to users.

Comments

[Angie:]

I'm not convinced that they are listening, the new search is atrocious though many folks may not realise just how the searches are manipulated. Increasingly sellers are discovering new (and more economically viable) places to sell just as more potential buyers are using Google / Yahoo to find what they want on the web, not many choose to look on eBay first now as savvy buyers have also realised there are places to buy at lower cost and pay for their purchases using something other than Paypal - often Google Checkout.

Feb 23 08:00 AM

[fatseal:]

Isn't the "new search" just Best Match, which everyone hates and tries to default out of? If they actually read comments on these articles, or even glanced at the forums, they'd realize how much buyer's and seller's alike hate the new search, the new page format, the new forums.

As a matter of fact, most changes make by ebay are hated! They may say it was done because they were "listening" to us, but trust me, go read a few forums and comments and see just how little ebay is listening, or caring what their users think.

Feb 23 08:07 AM

[leapingcat:]

It seems that Ebay are distorting the English language as well as their search algorithms. A 'Director of Finding' ! Since the changes have come in I seem to spend more time searching and less time finding those obscure things that I am looking for; and as for browsing, that is obviously a word that isn't even in their dictionary.
Perhaps they should appoint a 'Director of Searching' to actually work with buyers to see what they really want to find, rather than seeing what a bunch of big box sellers want them to find.

Feb 23 08:38 AM

[areyoufrigg...:]

You have got to be kidding... the idiotic best match - which doesn't do a best match for anything... is a joke. EBAY is obviously trying to pump up average time on site... that is all... The management of this company is in a race with itself to see if greed or stupidity will kill it first. Watch their GMV plummet this quarter.

Feb 23 09:15 AM

[Gadz:]

If you really want to be able to search EBay effectively and quickly, try the website called GetItNext.com.

Its a website thats sole purpose is to make searching for items much easier. Try it out, I guarentee you will not be dissappointed.

Feb 23 09:37 AM

[Allan kraig:]

YOU TALKED, WE LISTENED? eBay's most famous words!! the new search is just plain out JUNK .. it just doesn't work well, it was engineered to serve 2% of eBays sellers, The DIAMOND sellers who only have a sell through rate of 1%-3% also using the worst of the best match funtion that killed so many sellers already on eBay .. but this is another issue or feature that eBay is once again cramming down it's poor users throats .. They have stuck many unsuspecting users into their beta program they couldn't opt out of for the new search & then they never let newer users even know that they could opt out of the "NEW & IMPROVED SEARCH" .. So now they call it the official & prefered search .. Given a head to head choice most users run from the new search like rats from a sinking ship .. You would THINK HONESTLY they would slow down all their new & improved features because the "NOISE" over their "NEW & IMPROVED" "MYeBay" is still deafening and is fresh on the minds of so many un-happy users .. I myself have well over 200 searches that turn into junk with the new search :( .

All these "NEW & IMPROVED" features are more for window dressing for the stock holders to give the impression that the CEO & his minions are actually trying to do something over their current down turning finacial situation & loosing market share to Amazon rather than to do something to really ease the pain & help the actual users & sellers on eBay, improve the viability & reduce their frustraition of using the site .. Now known as one of the most complicated sites to use & also now the slowest loading of all the e-commerce site LOL .. They won't ever learn .. its the KISS method they should embrace .. aim at making the site more usable to the greater number of people .. Its something the more successful newspaper learned long ago, Write your articals at a fifth grade reading level so the greater number of people can actually read it .. you'll notice the post & star have a greater circulation than the WSJ .. Craigslist blows ebay's kigigi or what ever its name is, why? its easy to use, no frills and Craigslist ain't trying to impress its stock holders!!

It's funny, eBay has no inventory, has nothing to sell but space and their sellers make up the majority of the cash flow that ebay has but yet!! BUT Yet, eBay treats their sellers like 2nd class citizens rather than a valued commodity .. JD's main interest is to impress the stock holders rather than to aid the sellers that make up the real cash cow of the business .. It's crazy that the CEO bases the value of the company on the stock price & stock holders happyness rather than the value of the satisfaction of the real buyers & sellers on the site .. meg didn't learn it & now JD is following the same route .. they should have looked at when eBay had it's biggest growth!! It grew it's most when people were happy with the site, not when they went public & had stock prices to base success on but look at the charts when Pierre actually developed ebay as a community & it really meant something to be there .. If they concentraited on customer service, Making the sellers happy & returning eBay back to a community then it will grow on its own, Not with trickery & fudging the numbers & game playing it uses now .. eBay now it is just a shell of it's former self with no soul .. Allan kraig

Feb 23 09:41 AM

[SleepyTime:]

I searched for Pfaltzgraff dinnerware last night. There were 15 pages of the design I was looking at. On the 15th page, I found the well-known, multi-million dollar replacement company for dinnerware. One day and a few hours left to go on their auction and they were on the last page.

If a large company like that can't impress Best Match, how is the small seller supposed to do it?

Feb 23 09:48 AM

[Yankee Trader:]

If eBay would listen they would not be retiring the "old technology". Everyone uses best match because eBay forces the change and you have had to opt out of the 'new search' if you want to stay using the old search. Just another way they have shot themselves in the foot.

Feb 23 10:28 AM

[Wake-Up!:]

"You asked - we listened. We've lowered listing fees and "Adjusted" Final Value fees."

"eBay listens to it's customers" = "eBay listens it's diamond powersellers"

More lies and spin. The Best Match search engine is a FAILURE for ALL but the diamond powersellers that you've been courting to replace the veteran sellers who made eBay the giant it once was.

Your attempt at deceit is a failure as well. WE know the TRUTH. This new Best Match that you're so eager to say "we" wanted, only shows potential buyers what YOU want them to see and only what will yield the most profit via higher volume sellers, while the smaller lower volume sellers get shafted to the back, but continue to PAY HIGHER LISTING FEES to have their listings buried in the abyss.

To deceive the listening ears with you rhetoric and BS comes as no surprise to the real sellers and buyers - you've been portraying this "nothing less than angelic" bull crap for years now, while quickly censoring and deleting the truth from the forums and discussion for boards, like "Seller Central".

Like all other "blinded by greed" corporations before you, the end will come. Look at your stocks and don't forget to tell the shareholders how much we love eBay's "Best Match" a.k.a. Worst Match.

JMO

Feb 23 10:52 AM

[Wake-Up!:]

@Gadz

.....If you really want to be able to search eBay effectively and quickly, try the website called GetItNext dot com....."

Nice plug for your site!

But tell me.......... How the heck does having to leave the main eBay site and jump through another hoop to your "search site" make shopping anything easier??? And who's to say your site isn't geared to what YOU want us to see? Nobody does something for nothing - except maybe http:Craigslist.org.

If it takes me having to use another site other than the one I'm supposed to be on for a great "buyer experience", I'd much rather shop at www.Bonanzle.com where the searching comes easy and accurately.

Feb 23 11:03 AM

[speckles:]

How much did eBay pay you for that headline???

Feb 23 12:13 PM

[jackus:]

I actually thought the title of this listing said retire new search engine on first glance. And I then said wow, maybe eBay is deciding to go back to that which worked.

Then I started reading and said OH! And then what!

The new search engine has never been wanted by sellers. All I ever hear is how people hate it. And I opted out every chance I got as a seller. Not intuitive at all. Terrible!!

Feb 23 12:45 PM

[Gadz:]

If you had used GetItNext.com you would not have had this problem..try it.


On Feb 23 09:48 AM SleepyTime wrote:

> I searched for Pfaltzgraff dinnerware last night. There were 15
> pages of the design I was looking at. On the 15th page, I found
> the well-known, multi-million dollar replacement company for dinnerware.
> One day and a few hours left to go on their auction and they were
> on the last page.
>
> If a large company like that can't impress Best Match, how is the
> small seller supposed to do it?

Feb 23 01:32 PM

[Bob C:]

The blogger states:
"At least eBay’s management is for once admitting that they are listening to users."

OMG! You have got to be kidding!

If eBay would have put a big OPT OUT button for their "new search"
engine, while in "trial" stage, I would be willing to bet the ranch that not one single person would have used the "new search."

I freaked out he first time they forced it on me. Searching the forums I found that there was a tiny 'opt out' button hidden on the bottom of the search page.

Apparently 90% of the users didn't find the button, or even know they had a choice.

Feb 23 01:44 PM

[x_powerseller:]

At least eBay’s management is for once admitting that they are listening to users.
==========


Listening?!?! John Donahoe is deaf, blind and STUPID!
Who are those users they have been listening too? EBay management should leave their imaginary friends (users) alone, come down from Lala Land and listen to the REAL users!
Buyers and sellers alike have been saying it over and over again … “Best Match” sucks!

This Senior Director of “FINDING” should go and find a way out of this mess!

Fire the DEVIL “J.D.” and send him back to business school!

www.amazon.com/s/qid=1...

Feb 23 01:52 PM

[Gadz:]

Hey Wakeup,

I did not say the site does anything for free.

What I do know about it is that it does not charge the Customer but makes its money from EBay if an eventual sale goes thru EBay.

Since searching EBay can be difficult at times (hence why this site was created in the first place) since it is there, one might as well use it: the creators have tried to provide as seamless an experience as possible.

And it does not manipulate your search either. It has no stake in what you buy, its only motivation is that you buy whatever you have searched for.

Try it. If you are not satisfied, feel free to leave me another comment telling me so. The creators are always looking for any kind of feedback to make it better.

Cheers, Gadz


On Feb 23 11:03 AM Wake-Up! wrote:

> @Gadz
>
> .....If you really want to be able to search eBay effectively and
> quickly, try the website called GetItNext dot com....."
>
> Nice plug for your site!
>
> But tell me.......... How the heck does having to leave the main
> eBay site and jump through another hoop to your "search site" make
> shopping anything easier??? And who's to say your site isn't geared
> to what YOU want us to see? Nobody does something for nothing - except
> maybe http:Craigslist.org.
>
> If it takes me having to use another site other than the one I'm
> supposed to be on for a great "buyer experience", I'd much rather
> shop at www.Bonanzle.com where the searching comes easy and
> accurately.

Feb 23 01:55 PM

[Patricia013:]

Listened to us??? Are you kidding? If Ebay were listening to us they wouldn't have invited their diamond sellers to a special meeing in Long Beach, CA and had them sign a non disclosure so that we will never know what was talked about or decided there. Do you think for one minute that ANYTHING said there was for the benefit of ALL sellers? If so, then why the secrecy? Ebay lies to sellers on a daily basis and whenever they say "you talked, we listened" you have to cringe at just what they're going to lay on you next!

As for best match - are you aware that even the inventor of Best Match said it is NOT being used for the purpose it was intended? He quit Ebay and I'm sure that probably had a lot to do with it. Ebay management would never lower itself to buy search services from Google and end up with a logical search. Most of us would hire an expert if we were in trouble but Ebay knows what's best....or so they think! So, we wait a for a couple more declining quarters and for Donahoes weaker and weaker explanations as to why the site is failing. Obviously these people are so stubborn they have to learn the hardest way possible!

Its going to take a couple more declining quarters before the board of directors finally realizes they have to move on this current management before there will be nothing left to manage!

Feb 23 03:49 PM

[Et tu, Brute!:]

No, they are NOT listening to customers! What a complete and utter CROCK!

They have NEVER listened to customers in their life, be it buyers or sellers, EVER!

The lies continue! I really have come to hate this company.

Feb 23 04:00 PM

[Et tu, Brute!:]

An article such as this reflects one of two things:

The author:

!) Is in the company's pocket

2) Is a complete ignoramus and has NOT kept informed or done even the most minimal of research. Which renders the reputation of the reporter so far off that all future reporting is called into question, thus damaging the believability of the reporter thence forward.

Feb 23 04:08 PM

[marzsit:]

this is too funny... anybody who knows anything about ebay knows that their new search technology sucks badly. it is too slow, and too clunky to use effectively.. i call it the 100-pound swiss army knife...

and no, ebay never listens to it's users. the next time you visit ebay, have a look at the public forums and read the thousands of complaints regarding the recent changes to the site...

Feb 23 05:11 PM

[another.ana...:]

Don't bust a gut on Ebay.

Speaking as Ebay "noise" I like bonanzle.com, but there are lots of e-sites out there & we all know that ANY of them beat the pucky of of the NEW & IMPROVED EBAY.

Ayuh

Feb 23 05:31 PM

[User 362890:]

ebay lies.Best Match is a complete failure.

Feb 23 06:01 PM

[eBay +++:]

Bonanzle.com is a terrible site with limited inventory. I clicked on Computers & Networking and got a 3 big blank photo spots saying "your picture here". What the F is that? It took too much time to figure out that the fish eye print below was there to continue my search. Continued on to find such limited inventory that it wasn't even worth browsing. How can you offer this as an eBay alternative?

Sorry but I'm sticking with eBay, I'm used to it's format and now prefer it. eBay's inventory is huge advantage. Bonanzle is NOT an alternative for me. Maybe for niche Sellers/Buyers but NO way is this ever going to be an eBay replacement.

Feb 23 11:09 PM

[Bob C:]

eBay+++,

When you opened the computer/networking page on Bonanzle you should have looked at the options there.
Here is the current copy/paste of items listed in that category:
"19433 items found for "Computers & Networking"

Here are the clickable links on the page that you opened:

"Apple Computers & Components Desktop & Laptop Accessories Desktop PCs Drives & Storage Keyboards, Mice & Input Laptops & Notebooks Monitors & Projectors Networking & Communications Other PC Components Printer Supplies & Accessories Printers Scanners Servers Software Technology Books & Resources Vintage Computing Web Domains & Services Wholesale Lots All Computers & Networking"

But please stay away from Bonanzle, we prefer smart, cheery, and informed buyers :)

Feb 24 08:44 AM

[Tony P.:]

@ Et tu, Brute!

Right you are, my observant friend! To all readers, consider this:

The author has " long held that search is extremely poor on eBay ", implying an ongoing concern, correct? Yet, not enough concern to have used the New Search to any extent?

S/he is willing to give it another six months.. just to see if it is everything that ebay promises. Yeah, right. What are you waiting for, Media Tech Analyst, the new search has been around for over a year?!

Don't you have an opinion of its merits at this point? To be fair, let me say that perhaps you meant that "six months", in regards to how well the Buying Public will take to the new search engine.

Alrighty then! Here's where it gets really good. Try to follow this, 'cuz it's highly teknical and only the best of logical minds can fathom this one, important bit of knowledge.

Ebay states that 90% of the users already use the new search. Right? If so, then you've already gotten the Buying Public's response. Simply refer to all previous Quarterly Reports.

======================...


I truly LOVE how ebay (and its blogging shills) say how a New Thing is gonna save ebay; how almost everyone is currently using it and loving it; Yet, today's "bad performance numbers" will be changed once we get that last 10% of holdouts onboard with the plan.

Yeah, right. That 10% will make all the difference in the world. uh huh. Quick question - what has that 10% been doing, if not using the New Thing? (hint: opting out every chance they get!)

Feb 24 10:00 AM

[Wake-Up!:]

You can always tell when eBay+++ is lurking in the shadows...... Everybody that speaks the TRUTH gets "thumbs down" and then he logs out and signs in under a different ID and does it all again! LOL!!

But what's even funnier is that he believes that his spinning can't be seen through - just like eBay spin. LMAO!!

eBay+++ >>>>> ( | )

Feb 24 10:08 AM

[eBay +++:]

Bob C obviously you did not read all my post, not surprising. You can have Bonbagle. You won't see me there, I'll stay on eBay ;)

Wake-Up! I have one ID, sorry Dude. There's nothing to spin, anyone pumping Bonbagle.com is doing some serious spinning/pumping. You'll never have the same success on that site, just another eBay wana-be site. Fudge your #'s all you want, but you know the truth. The inventory on that site is pitiful and you better hope they don't grow too, if they do they'll be crashing Daily LOL!

Feb 24 05:03 PM

[fairytrixy:]

Wow! The canned ham is out on the loose! It is just like getting the green bar in My Messages, finally the response to my burning question...

Dear XXX,

We here at eBay are so constipated that we thought we should try to poop somewhere else. So give us all of your money and inventory, so we can make buyers happy hat we can crap.

PPPPhhhhhffffTTTttt......
Mixleplex in Trust & Safety
(do not bother responding, I cannot hear you while JD is flushing my head in the toilet!)

Are you serious?
Go Away!

Feb 24 08:10 PM

[Bob C:]

eBay+++

All the action is over on Scot Wingo's blog about how to fix eBay.
Yes, the same eBay that you say is not broken.
You seem to be computer challenged, but I'm sure you can find the article.

Bring your -83 comment rating and come on over!

No guts, no glory!!

Feb 24 08:13 PM

[a. palmer jr.:]

I have sold just about everything I've put on ebay so I can't complain there..but I do think that the ebay and paypal fees together make it so you can't make much money on your sale. The non-paying bidders don't help either.

Feb 24 08:55 PM

[fairytrixy:]

That's because it's the can of spam speaking. Just in case you did not get enough of this wonderful utensil in the "my messages" portion of ebay's technology wonderland of fun.
Cheers!
Amy


On Feb 23 04:08 PM Et tu, Brute! wrote:

> An article such as this reflects one of two things:
>
> The author:
>
> !) Is in the company's pocket
>
> 2) Is a complete ignoramus and has NOT kept informed or done even
> the most minimal of research. Which renders the reputation of the
> reporter so far off that all future reporting is called into question,
> thus damaging the believability of the reporter thence forward.

Feb 24 11:00 PM

[eBay +++:]

Hey Bob C and Wake-Up!,
Don't you just wish Bonbagle had this kind of traffic?
www.internetretailer.c...
You might actually move some merchandise with #'s like that.

Funny I don't see Bonbagle.com listed here? How could that be? You guys are selling stuff right? LOL!

So much for eBay being dead, again wishful thinking.

Feb 25 02:26 PM

[Tony P.:]

@ eBay ---

Thanks for pointing out how ebay has so many non-productive searches taking place!

Yes, you're right, it is a messed-up POS. Half of those searches are the sellers looking for their own listings - they're hoping (against all reason) that at least one of their products will show up in a search.

As you noticed, Amazon has only 27% as many searches as ePay, yet manages to Slam-Dunk on all financial metrics! Meanwhile, ebay keeps shooting Bricks.

Thanks again for that link! Got any more?

Feb 27 01:24 PM

[eBay +++:]

Tony P.
Amazon is still way behind eBay in Profitability and Amazon REV v.s. eBay GMV. Slamdunk? Please...

Wait till they reach the point eBay is at now, that is if they ever do...

Feb 27 03:01 PM

[Bob C:]

"Amazon.com attracted the most traffic among retail web sites last month, with nearly 57 million unique visitors, 4.3% more than eBay’s 54.5 million visitors, says Nielsen Online. It was the third month in a row in which Amazon led in traffic, after overtaking eBay in November."

"The Top 10 online retail destinations in January, ranked by unique visitors in millions this January and last, with year-over-year growth, according to Nielsen Online, were:

Amazon, 56.90, 51.22, 11%
eBay, 54.53, 56.19, -3%"

article here:
www.internetretailer.c...

eBay shares today are at a 7 year low :)

To eBay+++,
I came back here to see if you were still lurking about, since you didn't show up at Wingo's blog. No guts eh?

I hope you were one of the stockholders dumping their eBay shares today, so you can get on with your little life.

Feb 27 08:56 PM

[User 366122:]

Based on my personal observations on this particular author and the llarge number of the Ebay rhetoric & Ebay PR spin articles he regularly writes

media tech analyst is either
1) totally clueless & very naive
2) heavily invested in Ebay
3) On Ebay's Payroll
4) All the above

Feb 28 09:35 AM

[birdy:]

Ebay's new search engine was crap when it first came out and is still crap to this present day (01/05/09). I loved ebay when I first went on there some 5 year's ago (you couldn't get me off it) but in the last year Ive had a few eye opener's and can now see them for what they are! They don't give a shit about anyone, buyer's or seller's. ALL THEY WANT IS THE MONEY! Nuff said.

May 01 06:18 PM

[Gadz:]

Try getitnext.com to search EBay, I doubt you will dissappointed.


On May 01 06:18 PM birdy wrote:

> Ebay's new search engine was crap when it first came out and is still
> crap to this present day (01/05/09). I loved ebay when I first went
> on there some 5 year's ago (you couldn't get me off it) but in the
> last year Ive had a few eye opener's and can now see them for what
> they are! They don't give a shit about anyone, buyer's or seller's.
> ALL THEY WANT IS THE MONEY! Nuff said.

Jul 15 02:49 PM

[Delcamper:]

Have to agree with most posts that eBay's best match is garbage. Who and what is it supposed to be providing the best match for and why?

Someone should remind the "brains" in San Jose to KISS - Keep It Simple Stupid! If I type in "widget" I'd like to see some widgets and the listings ending soonest.... It's not rocket science.

Sep 06 02:01 AM