Of the 4396 people who participated in the Bob Shop February 2009 survey, 3577 have transacted on the site, either as buyers or as sellers.
Almost 1400 users have taken the trouble to fill in the optional comments field. They described their experience on Bob Shop, evaluated the site and made suggestions for improving it.
This wealth of input is being carefully studied. Here we present a brief overview of comments, loosely classified in several broad categories.
What Buyers Like about Bob Shop
Most people check their email first thing in the morning. Most, but not all. This Bob Shoper says: "I love this service to the extent that every morning when I get to work I first check Bob Shop for the items I am looking for, then I check my email".
The overwhelming majority of buyers had nice thing to say about Bob Shop. That is as expected, since almost 94% of them find the Bob Shop system good or excellent (see Bob Shop 2009 survey results).
"The BOB system is much better than that of any other auction website. It is plain and easy to use. The BOB community is always friendly and willing to help. The BOB family is really impressive and the customer service is very good. No issues found at all. Prices are very cheap for items not found very often. I am very happy with the overall BOB System; this is the best buying experience I have had online", says one buyer.
It would probably be accurate to say that bargains are what buyers like best about Bob Shop: "You have according to me a winning concept for the internet savvy, thrill-seeking, bargain-hunter. I very much enjoy the thrill of seeing for how little I can find an item whether I need it or not", says one (obviously) frequent shopper.
A relative newbie explains in more detail the bargain-hunting and time-saving attraction of Bob Shop: "Since I was introduced to Bob Shop a few months back, I have a bought a PSP for my son's 8th birthday, a Mozambique holiday as anniversary gift for my husband, and Lord of the Rings trilogy for another son. I feel like a millionaire! Thank you for a great tool - especially for us working-moms-on-a-budget. Just as I was introduced to this fantastic site, I have passed on the flag to other time-deficient women."
Many value the convenience of being able to shop from home: "I'm one of those persons who hate it to go to shops, because of the mass of people. It just works for me to buy on bobshop.co.za", says one buyer, and another one echoes a similar sentiment when he says: "The fact that I hate long queues in shops makes BOB most convenient for me. I can shop while I work!"
To sum up, a great majority of Bob Shop buyers would agree with the opinion expressed in this comment: "System works great. I have been a member since 2002 and I have no reservations. In fact, I recommend to people everyday to start buying or selling on Bob Shop as I strongly feel that it is an awesome trading platform." Most of them would also agree that this is the ultimate way to shop, as one buyer put it.
What Sellers Like about Bob Shop
Among the sellers who participated in the February 2009 survey, over 93% are happy with the way the system works. "I am very satisfied with bobshop.co.za. It offers a lot more than what I expected", says one of them.
For some sellers, the Bob Shop platform is an excellent way of disposing of unneeded goods and thus getting an extra income. For others, it provides a welcome alternative: "I have previously sold my items on live auction, which was once a month only. You had to pay very high commission and then still wait fourteen days for your money. I have never been so happy getting an income without leaving my home. Thank you for giving me the choice", says one seller.
The fact that Bob Shop generates income for many households makes many sellers very appreciative of the platform: "A big thank you to BoB and all my Bob Shop customers. Without BoB, my online selling would be nothing", claims one seller. "I just love Bob Shop. It made my dream come true. Without Bob Shop it would not be possible for me to start my own business", says another.
It is especially heart warming to read comments like these:
A consumer-to-consumer trading platform like Bob Shop by definition requires of its users to take a leap of faith. One has not only to trust a complete stranger to finalise a transaction; when contemplating selling on Bob Shop, one also has to trust one's own abilities and perseverance. Of course, in that respect nothing can replace the practice that makes perfect: "This is an excellent business tool. Personally, my business skills have grown in leaps and bounds", says a Bob Shop seller of a year-and-a-half standing.
What Users Want
Most users who left comments in the February 2009 survey like Bob Shop the way it is. However, that does not mean that things can not be improved.
Different users want different things. Some want more bargains at fixed prices. Some want more auctions.
Judging by the number of requests, improved search deserves the designation of most wanted. Many dream of a sophisticated search that they can - so to say - speak to, and be understood. They also want customisation. "A personalised homepage when logged in would be nice. I would like to be able to add favourite sellers to that page and the shortcuts to my favourite categories", says one buyer.
All in all, buyers and sellers are by and large happy with Bob Shop and each other: 90% of buyers and 88% of sellers rate their experience with the other party as "good" or "excellent".
