Entries Tagged 'Selling on eBay' ↓

This is the last in a series comparing the characteristics of eBay and the US Government. In the last post I discussed the fractured community and how it's hurt eBay in the eyes of buyers and sellers alike. The last way the two behemoths compare is a bit sad...

#5 - Faded glory

The image of the United States as a glorious beacon of freedom and liberty has undeniably faded around the world. It can be a bit sad to see historical films showing crowds cheering the troops as they liberated cities around the world only to see the negativity and bickering that goes on now.

[tag]eBay[/tag] reflects a similar faded glory. At one time people were proud to say they made their living on eBay. I can say from experience, when those people in my community (see part 1) told me of some of the trouble they'd had with eBay, I was a bit embarrassed. I used to hear those stories and it would turn out that it was something they had done wrong. Nowadays, they are more often victims of scammers or eBay's [tag]bureaucratic[/tag] red tape. What a shame it has come to this.

What now?

Even with all the problems I'll continue selling on eBay. I have never been an eBay-basher, and I'm not starting now. Sellers talk about expanding to other channels to sell. I think that is very smart. Do I believe eBay will go away? Nope. It always was the best place to sell collectibles and it still is. I will still teach people to use eBay and they can make some good money there. But in the end, the glory days are in the past. I could never imagine Pierre or Meg describe eBay's homepage as a "flea market." Looking back, it was when eBay started trying to be a retailing giant pushing loads of new "practical" items that it lost its fun, quirky edge. They insisted on pushing new, "practical" items instead of the unique, collectibles. Based on the "flea market" comment by John Donahoe, it seems that's the course they'd like to continue to take. Like Dr. Phil says, "If you keep doing what you've been doing, you're gonna keep getting the same results." Despite the current rhetoric, much like the U.S. Government - not much is likely to change.

Popularity: 3% [?]

In the previous posts in this series, I described how I have seen [tag]eBay[/tag] become bloated, and expensive. As a result of these factors, and turning a blind eye to the community the fourth problem has developed in the once vibrant and positive [tag]eBay community[/tag].

#4 - The fractured Community

One of the most unfortunate comparisons between eBay and the Government is in their respective communities. The U.S. has seen great fractures develop over the past years resulting from disagreements over illegal immigration, the Iraq war, Democrats and Republicans, gay marriage, religion, and the list goes on and on. The eBay community has also seen itself polarized and fractured between [tag]buyers[/tag] and [tag]sellers[/tag], sellers and eBay executives, sellers squabbling among themselves, and the reasons are myriad.

One reason for the divisions is common for both the [tag]Government and eBay[/tag]. [tag]Trust and safety[/tag]. I've always said that without trust, eBay could not exist. They may have tried valiantly to keep crime out of the community, just as the government does, but it's not enough. People are not only losing trust in each other, they are skeptical of eBay itself. For many people, it is simply becoming too hard to do business on eBay. Whether buying or selling. They have to constantly watch out for scammers and thieves.

As a buyer, lets say you wanted to buy some new bluejeans. There is a store to your left, and one to your right. If you go to the store to your left, you have to watch the alleyways and look over your shoulder as you walk. Then once you buy your bluejeans, you safely arrive home only to find out they're not genuine. If you go to your right, you walk down a well-lit street, feeling safe. You buy your new jeans and get home knowing that 1) they're the genuine article 2) if you have any problems and exchange will be simple. eBay cannot do enough to keep people safe, and buyers will take the easiest and safest route to their purchases.

As a new seller, lets say you want to sell some new bluejeans. In order to list your item you must answer literally dozens of questions. If your Feedback score is low, it's likely you won't get the best price because buyers have been taught not to trust you. If you make the mistake of comparing your jeans to another brand, you may find your auction ended for keyword spamming. It doesn't matter if it was an innocent mistake. While listing you're faced with the following questions:

• how do I get photos on my listing?
• how long should my listing be?
• should I choose an auction or fixed price listing?
• where should I set my price?
• what is a Private auction?
• do I need a Reserve price? and do I share it with bidders?
• who pays for shipping?
• how do I know how much to charge for shipping?
• how much is this going to cost me?
• what if my item doesn't sell?

There are more questions but you get the point. It's easy for eBay veterans, but as a new seller a garage sale sounds a lot easier.

The magic that held the eBay community together, making events like eBay Live! so popular, has faded for sure. People have gotten used to eBay. The thing that made the community special was people. Individual sellers and buyers selling interesting things. People with stories to tell. Now that eBay has pushed the big brands into the marketplace, it's just like every other site. If the new fees are announced as expected, the bigger sellers will get breaks, encouraging more of the cookie-cutter listings that anyone can pick up at the local stores. Do you think those big sellers are concerned about the community?

Popularity: 3% [?]

This is part three in a series comparing [tag]eBay[/tag] in its present form to the U.S. Government. Part two dealt with eBay fees and how they're administered. When people have lots of money at their disposal, there is a natural tendency to want to spend it on pet projects with benefits to a few, while the masses remain unsatisfied. Thus, the next installment...

#3 - [tag]Pork barrel[/tag] spending

eBay started off lean and scrappy. Now though it has also become bloated with features that are not needed or wanted. Many eBayers are not even aware of some programs such as [tag]My World[/tag], [tag]eBay Blogs[/tag], [tag]eBay Match-ups[/tag]. The programs generally don't add to the bottom line for sellers and they could even be considered a distraction from buying. These programs underscore the truth that their creators really don't understand what the community members want and need. People want an efficient, uncomplicated way to sell or buy stuff. But like the bureaucrats in Washington, D.C., at eBay there is pressure to justify one's existence. So new "fun" ideas are dreamed up. Unfortunately these initiatives are costly, distracting, and dilute the site rather than strengthen it. People just want a safe place to easily buy and sell. But it's not always about the community, sometimes it's about egos and career advancement. Many of the employees don't even use the site, so how can they really know what it needs?

Education programs such as [tag]eBay University[/tag] have been discontinued, or at least marginalized. Live eBay [tag]education[/tag] is left to local Education Specialists to handle in their own communities. The Education Specialist program is a great program, and the instructors are wonderful people. They are one of the last groups on eBay discussion boards with a generally positive attitude. But eBay U was much more than just education. It was great [tag]public relations[/tag]. The same goes with eBay's presence at various trade shows. eBay has cut way back on trade shows, and by doing so they have lost one of the most powerful forms of direct marketing they had. Supposedly the return on investment was not there for eBay on the road. Maybe not in hard dollars, but certainly in word of mouth. I remember annual visitors to some shows that would look for us because it was the only time they felt their issue was heard. Some would tell success stories. Many would walk by and just yell out, "I love eBay!" within earshot of everyone.

Like it or not, there is a cultural difference between politicians in Washington, D.C. and the average Joes across the country. They see life through different lenses. The average Joe is viewed as needing the government's guiding hand in many areas, since they obviously could never make correct decisions on their own. There is also a cultural difference between eBay-the company, and eBay users. If [tag]Ivy League[/tag]rs run the company, and [tag]NASCAR[/tag] fans use the site, there is likely going to be a disconnect between what users want, and what they get. This situation will cause cracks to develop in the community - which leads into part four.

Popularity: 3% [?]

This is the second post in a series comparing characteristics of eBay to the U.S. Government. In the previous post, I compared the notorious bureaucracy of Washington, D.C. to the perception people have of eBay. Number two in the list is:

#2 - [tag]Taxes[/tag] = Fees

Basically we receive services for our [tag]eBay fees[/tag], similar to services we receive from the government for our taxes. Unfortunately, another similarity is that we're paying more for less, and the services are often broken. We have very little say in how those fees are used, and we're often disappointed in the choices made on our behalf.

Many people say, "[tag]eBay[/tag] is not a democracy." True, but people can vote with their feet. Some [tag]sellers[/tag] are leaving because they feel they are not getting their money's worth for the fees they pay. As mentioned in the previous post, old "hands off" approaches to the marketplace are giving way to tinkering and tweaking. Another example is what's happening to the idea of the "level playing field." Just a few years ago, eBay proudly told the [tag]community[/tag] that all sellers, big and small, pay the same rates. No one is treated to special quantity rates or the like. Now though, there is the rumor that some sellers will get better "rates" than others based on their sales volume. Just like the income tax system, the tier you fall into is based on whether you're big or small in the business world. This will encourage larger sellers to flood eBay with items that can be found everywhere else, further alienating those sellers that offer the unique items that made eBay a cool place to shop. When Jay Leno gives eBay free PR on his show, he never seems to mention the sellers that are offering xenon headlights or memory sticks. Will eBay eventually give different rates based on whether a seller is married, has children or drives a hybrid?

Another rumor is that eBay may adopt a new fee structure similar to Amazon.com. No (or more likely low) [tag]insertion fees[/tag], and a higher [tag]Final Value Fee[/tag] on successful transactions. Will that bring sellers back? It would eliminate a lot of the risk of expenses without a sale. But from the comments of disgruntled sellers, I don't think they'll come back. They are really, really upset with eBay. It would be too little, too late. Besides that, for new sellers, all the variations of fees and options are terribly confusing already. In part one of this series I talked about how hard it has become to use eBay. They do not seem to have the ability to make it simpler, just like the tax code.

The fees must keep rising though, because the expenses keep rising. What are some of those expenses? Pork!!
Read part three to find out.

Popularity: 3% [?]

I recently took part in an open house for my town's new community center. I was promoting my [tag]eBay classes[/tag] by handing out flyers and engaging people in conversation. I asked them if they use [tag]eBay[/tag] and listened to their responses. Some did not use eBay but would like to. Those are the people I want to teach. But a disturbing number of the people in this small California town gave me an answer that was quite negative. They told me that they used to sell on eBay, but it became too expensive and complicated. Many said they also use to buy on eBay, but they had so many negative experiences that they will never go back. Whether the common complaints about eBay are true or not - the perception is growing that eBay is just too much trouble to deal with - and [tag]perception[/tag] is what matters.

What happened to eBay?

eBay was once the darling of the internet. It seemed the sky was the limit for [tag]sellers[/tag] and [tag]buyers[/tag] too. The eBay platform was regularly described as "strictly a venue" by eBay staff. This was in response to occasional complaints about activity on the site, such as Nazi-related items. In the early days, eBay had a very "hands off" approach to buyers and sellers alike. The idea was that this vast marketplace would eventually balance itself. For example, if people didn't like Nazi items, they wouldn't buy them, and the sellers would go away. If a seller cheats a buyer somehow, the buyer would leave negative feedback and eventually the seller would go away. If a person overcharged for shipping, people would decide not to buy from that person. But then things began to change. As the [tag]eBay community[/tag] grew, the staff grew, resulting in a "too many chefs in the kitchen" situation. The characteristics of eBay today, are very similar to the characteristics of the U.S. government. This is part one of a five part series. I encourage your comments below.

Five ways eBay is like the U.S. Government

#1 - [tag]Bureaucracy[/tag]

According to the US Government Printing Office, Title 26 of the United States Code (the part of the [tag]tax code[/tag] written by Congress), and Title 26 of the US Code of Federal Regulations (the part written by the IRS) is a total of 16,845 pages long. One congressman said taxpayers spend over 5.4 billion hours per year trying to comply with these complicated regulations. It's symbolic of the bulky, bloated, Federal government. There are expensive programs added each year, often unneeded and unwanted, by people who are out of touch with the common citizen. In some cases, the most benefits are available for people who put the least into the system. It is confusing and frustrating to deal with. Trying to get answers to a specific problem is near impossible for average users.

Sound familiar? eBay has become a behemoth. The company is far from nimble. eBay has lost its scrappy agility. Sellers have listings ended for reasons that are at best hard to find, and in some cases, not stated anywhere. The rules for sellers are so ambiguous that at times, even eBay staffers can't explain them. Difficulty receiving customer service has been a concern for years. Changes take forever and are often implemented with significant bugs, and with poor timing. Just as with the government, there is a feeling that eBay is out of touch with its community of buyers and sellers. A common perception is that eBay has moved away from the organic balancing of the [tag]marketplace[/tag] and toward "[tag]social engineering[/tag]" of the eBay marketplace.

An example of this is the recent announcement that eBay is now going to tinker with search results, based on [tag]Detailed Seller Ratings[/tag] among other things. This has many sellers up in arms since these ratings are anonymous and tilted in favor of the buyer. Sellers feel they have no comparable mechanism to flag bad buyers. To be fair, eBay has for years allowed sellers to leave Unpaid Item Strikes against buyers who don't pay for items ordered. Multiple strikes can get the buyer suspended. In fact, most sellers won't be hurt by Detailed Seller Ratings, but it's perception. While people seem to hate Best Match sorted search results already, my prediction is [tag]Best Match[/tag] is here to stay and we had better figure out how to it work for us.

eBay won't get smaller. It won't get simpler. It is getting more complicated, not less. Imagine the day when the tax man gets more directly involved in the relationship between eBay and its sellers. That day is coming.
In part two of this series, I'll discuss the similarity between eBay Fees and taxes.

Popularity: 3% [?]

[tag]eBay[/tag] [tag]Customer Service[/tag] vs. Your Customer Service - a thought...

There are far more [tag]complaints [/tag]than compliments for eBay Customer Service. People are upset that they don't have a [tag]phone number[/tag], address, support person, etc. and they talk about it - a lot. Especially the phone number part.

As an eBay seller and [tag]small business[/tag] owner, do you provide the level of customer service that you expect from eBay? or any company for that matter? Do you offer your phone number to all of your customers so they may reach you when they have a problem? Have you installed the Skype buttons in your listings to give your customers or potential customers unfettered access to you when they have a question?

Customer service actually begins during the listing creation. Anticipating questions and providing clear information is a way of actually getting a customer. A solid return policy is another element of customer service. If a problem arises from one of your transactions, do you make customers jump through hoops to get it resolved? You should have a very clear [tag]Return Policy[/tag] on each one of your listings. If your policy is that you won't take returns, then that is your Return Policy. Letting buyers know up front will at least minimize problems. A sample return policy might be:

I will accept returns for any reason for seven days after delivery. Refund will include the full purchase price and original shipping cost and will be given upon return of the item. Buyer is responsible for return shipping. Thanks for your business!

That is pretty fair. If the buyer knows that policy up front, they feel like they've been treated fairly if anything goes wrong. Notice there is no harsh language or implied threats of negative feedback. There is also no paranoid details indicating the seller is deathly afraid of losing a nickel if the transaction goes south.

Seven Tips to make your customer service shine:

1. Offer a way for the customer to contact you, besides email. [tag]Skype [/tag]is a great way to do this.
2. Communicate with a friendly, professional tone. No snide, accusatory, or sarcastic remarks.
3. Offer a fair, solid Return Policy. Think it through, keep it professional
4. Respond promptly to questions or concerns.
5. Offer tracking information to your customers. Put their minds at ease.
6. Be proactive in communication. Let customers know of delays, or problems before they have to ask.
7. Put yourself in the customer's shoes. With lots of talk about scams and rip-offs - people get a bit jumpy if communication is lacking.

What do you expect? Usually it's the small considerations that make the biggest impact. Do those small things, and keep buyers coming back for more.
Do you have any customer service tips or nightmares? Please leave your comments below.

[tag]eBay's Phone Number[/tag]
For those needing it, you may reach eBay by phone at: 1-800-eBay-com (or 1-800-322-9266)
Email eBay Customer Support here.

Popularity: 4% [?]

One of eBay's founding principles is that [tag]people are basically good[/tag]. Aside from all the wrangling and scamming that gets so much attention, the vast majority of buyers and sellers transact on eBay everyday without a hitch. Strangers sending money and goods to each other. Often those transactions result in secular conversations not related to any purchase.

[tag]Seth Godin[/tag] has posted a great article showing the human side of doing business. It is about someone at Zappos actually feeling something for their customer as a human being and reaching out to do something nice. It is so easy, yet it's so rare today. [tag]eBay[/tag] is the best platform in the world for this type of behavior, [tag]sellers[/tag] and [tag]buyers[/tag] need to remember that they are humans and the people they are dealing with are humans. Don't be so afraid of showing basic goodness. And although it shouldn't be the motive behind kindness - as insincerity will certainly be rewarded - people will notice and talk about what you've done, and sales will result.

[tags]ecommerce, customer service, marketing, online selling, zappos[/tags]

Popularity: 3% [?]

There was an [tag]eBay Town Hall[/tag] discussion today. [tag]Bill Cobb[/tag] started the meeting off by stating that he is just back from [tag]sabbatical[/tag]. Oh he also mentioned that he got a new boat this year. And that they named it after the kids, blah, blah, blah...

Ok, I think Bill is a nice guy. He's really a nice guy to work with. I worked (wayyyyy) under him at eBay. One thing I remember about him is that he talked to everyone, and he was funny. He also required everyone on his team to have at least a yellow feedback star (10+ Feedback) so they'd have at least a clue as to what it was like to use eBay.

I am no fan of the complaining, whining, griping sellers who see problems everywhere they look at [tag]eBay[/tag]. I think they should learn to be more positive and way less sarcastic. But today's Town Hall made me a little mad. We know the executives have good salaries, fine. But if Bill really knew who he was speaking to today, he would have left out the references to his sabbatical and related activities. When I think of the little old man on a fixed income paying his eBay seller fees on items that didn't sell, or a single mom who is selling her kid's old clothes so she can make a little extra to get by, I get a little ticked that Bill flippantly mentions his (comparably) luxurious summer.

Most of us don't get a "sabbatical" of four or five paid weeks off. Many of us cannot afford a boat, or the time to enjoy it. We're working hard. I know Bill works hard too. And good for him that he's paid handsomely I say. Just don't throw it out there like it's no big deal when you have a bunch of irritated, grouchy [tag]sellers [/tag]nickel and diming their way through the month. Come on eBay! Tune in to your [tag]community[/tag]. You're just asking for more of the same.

Popularity: 3% [?]

[tag]eBay [/tag]members on the [tag]Discussion Boards[/tag] continue to amaze me with their views of eBay, and indirectly, their view of themselves. The latest topic revolves around a promotional catalog sent through the mail to selected eBay members. In the catalog there is a URL that the recipient must type into their browser, and they can view merchandise eBay selected for them. Included in the URL is the member's user ID. If the member visits the site, they'll be greeted by a "personalized" page which contains their first name. OH MY GOSH! Can you believe this!?! Their first name is there for the world to see!

[tag]Nigerians[/tag], Romanians, and Malaysians are watching you...

Well, this is just great. Now all those phishers and scammers will find that link, type in your user ID and find my first name. You know they are just waiting to send me an email trying to get me (in poor English) to send them my eBay and [tag]PayPal[/tag] password. And of course I'll fall for it because I'm a complete moron and if someone uses my first name I'm going to trust them. I mean, gheez they have my first name.

This whole discussion is ridiculous - here's why. eBay has provided a link to [tag]My Messages[/tag] in every [tag]My eBay [/tag]page. Use it. Simple. If you do, you'll have no problem with the people who've just inherited billions and need you to hold onto it for them, or the people who want to send you payment along with shipping costs so you can forward it on to their "agent" while they are working overseas. If you receive an email that appears to be from eBay, it will appear in your My Messages inbox. The Nigerians, et al haven't figured out how to hack that yet. So use your My Messages box and stop being so paranoid.

eBay, the new Big Brother

Telling the regulars on eBay's boards about My Messages would likely illicit a snarky response and a gentle head shake.

I am sure there are loads of negative-talking "sellers" who think eBay was behind the Kennedy assassination, Watergate, and 9/11. (Those events generated a lot of income for eBay in the collectibles category. - they would say.) They feel Meg, Bill, and their minions all sit in a concrete reinforced room plotting their next move against the sellers, otherwise known as "the people who made eBay" in discussion board lingo. Here's a quote from one person insinuating there's "more to the story" re: the new Seller Performance Policy:

Wonder why this Seller Non Performance policy started at the end of the year at the time when most sales start to increase.
Some sellers lose while certain other sellers get increased sales.

The complainers have an incredibly adversarial relationship with eBay. They feel eBay owes them, which is absurd. These people have grown their sales, freely making adjustments as they see fit, to increase their business overall. But eBay is not allowed to do the same, when eBay makes changes it's because they are:

• stupid and don't understand sellers
• stupid and don't understand buyers
• greedy and uncaring
• trying to use mind-control to take over the world

How is it that eBay is so incompetent and yet so talented that they can plan all these conspiracies against sellers? It doesn't add up. eBay is trying to make money. They make money when sellers list and sell things to buyers. If sellers don't sell things, they'll quit trying and eBay loses. Simple.

Know when to quit

If though, eBay really is the big, bad monster the complainers say it is, then who is the real idiot? When I felt Bank of America was not treating me right, charging excessive fees and offering poor customer service, I went to another bank. If I stayed with them, knowing how they treated me, I would be the fool. Why is eBay so different? If they treat you poorly, charge too much, and you cannot sell anything because of their decisions, move along - maybe eBay is not for you. If you stay and take it, what does that say about you?

"I've talked enough about me, let's talk about what YOU think about me"

Most of the negative conversations are along the lines of "how this affects me." Notice how most sentences begin in this quote from one seller (there's no "I" in T-E-A-M folks):

I totally agree....Ebay just shot itself in the foot with this one.
I am so sick of being a seller here. it's just hurdle after hurdle with ebay. This basically puts each and every seller at the mercy of the buyer.
I can completely understand this policy ONLY as it relates to sellers who are ripping buyers off by not sending merchandise.
But this punishes EVERYONE who sells! we are LITERALLY at the whim of the buyer.

I really have to question the brains of the person(s) who came up with this absurd policy, and also those who agreed to let it pass into operation.
...are they TRYING to lose money? because a lot of good sellers are going to have to leave because of this. it's just become more work than it's worth.

I refuse to be bullied like this.
I bend over backwards to make my buyers happy and I am getting tired of being pushed around as if I am the one who needs to be "monitored" when the BUYERS are usually the ones who are doing something wrong (in my experience)
I have had more bad buyers this year than ever, and now they literally get to control my fate as a seller.
THANKS, EBAY!

I recently got my first neg as a seller because I wouldn't allow a buyer to return a designer blouse to me 2 months after she bought it, saying it "didn't fit"!
now stuff like this is going to be counted against me as a seller? no way, Ebay, you can get your fees from someone else. as soon as my website is up I am out of here. this is just the final straw for me.

As of this writing, you can see that the website must still be in progress...

Here's another, very constructive post. This one's discussing the new My eBay page design:

Can you say: "BLOATWARE"? Don't get carried away with needless features.

The eBay item number is CRITICAL in a single line item view for items sold for this seller.

Single line item views for each section are very important to me. For someone who has hundreds of items listed at any given time, wading through all that extra crap, er, ah, I mean features, will do nothing but waste my valuable time, slow me down, decrease productivity, and ultimately cost me, and eBay, money.

Thumbnail photos are totally useless in My eBay. What idiot can't simply look at a listing page from a text description if they are unsure of what the item is? They will only take up bandwidth and slow everything down. Once again, can you say "BLOATWARE"?

Keep it simple. Keep it clean, functional, and usable for high volume sellers. Who's financing your paycheck?

Have a great day,

J.B.

There is self-importance oozing from many of the complainers. It's just embarrassing to see how many sellers feel eBay actually watches and monitors them individually, and those that feel eBay doesn't pay enough individual attention to them.

As I've mentioned before regarding negative sellers, they often see a teeny tiny piece of the big picture when it comes to eBay. It's a lot like a mouse trying to describe the State of California based on what it's seen and heard living in your garage. There are a lot of things the mouse wouldn't understand for sure. But the main point is that almost no one knows the mouse exists, or really cares. If the mouse just lives it's life and doesn't cause problems, even you wouldn't care about it. But if it "violates" the rules somehow, it will be on your "radar" and you'll deal with it. Same with eBay, just stay off the radar, you're not really that important in the big picture.

All the changes on the site are met with grandiose comments about doom and gloom. Remember last time the My eBay page was redesigned? It was the same drama. Look what one seller wrote back then in 2004:

Dear E-bay,

Thank you for the three great years that I have be fortunate enough to be part of a wonderful community hosted by a great company. E-Bay was a god send when I was laid off from my job over three years ago. I have worked hard to build a good reputation and to become a [tag]Power Seller[/tag]. I am sorry to see this business relationship end and wish to express my regrets at this loss. The new My E-Bay 2.0 is unusable in its current form. The layout is substandard and badly conceived. The information that a seller must have easily available is hard to find and jumbled together with information that is no longer required or even useful. I find that the changes are a detrimental to business and will require more work and time than is profitable. I wish to thank you for over three great years and wish your company a return to the world of the sane.

Sincerely,
Oldwolf74

P.S. next time a Microsoft Program Designer shows up with a plan to improve your Website FEED HIM TO THE LIONS.

I can't believe eBay didn't scrap that 2.0 design when they read this. I mean, this seller probably brought in HUNDREDS of dollars.
As of today, Oldwolf74 has 274 listings on eBay. Guess that My eBay page wasn't unusable after all.

Popularity: 3% [?]