ePublicEye.com

Frequently Asked Questions

Q. What is ePublicEye.com?

ePublicEye.com is:

a service that allows consumers to rate e-businesses for privacy, reliability and customer satisfaction.

a service that independently monitors and maintains consumer generated merchant ratings.

a service that follows-up after every reported purchase to confirm that shoppers receive their orders when promised.

the first organization to help shoppers get a better sense of who is behind a web site, by webcasting interviews with company owners and key executives.

a company that aggregates and publishes customer generated merchant ratings.

a trusted infomediary that uses customer feedback to empower both consumers and merchants.

the organizer of the most widely used consumer confidence program among emerging Internet businesses

the sponsor of the largest self-regulating privacy monitoring program online.

Since 1996 ePublicEye.com has been a trusted infomediary between buyers and sellers, collecting and publishing eConsumer Intelligence (tm), to make online transactions safer and more satisfying. This is achieved through our Open Customer Satisfaction Reporting System, a program that uses actual customer feedback to help consumers identify companies that are reliable and committed to customer satisfaction. Simultaneously, this same consumer feedback is used by merchants to better understand customer needs, and to improve the level of satisfaction they deliver to their patrons. In 2001 ePublicEye launched the Safe Shopping Radio Network which primarily webcasts audio FAQ's and related safe shopping information. ePublicEye webcasts help raise the comfort level of online shoppers by providing inside information that is critical to the buying decision and impossible to get from a "text only" site.

Frequently Asked Questions:

What is eConsumer Intelligence?
How does ePublicEye.com protect consumers?
What else does ePublicEye.com do to protect consumers?
How does ePublicEye.com help merchants?
Is ePublicEye.com like the Better Business Bureau?
Is ePublicEye.com a non-profit organization?
How can a commercial enterprise maintain its integrity?
How do you ensure the validity of reports published?
How does your system resolve merchant disputes?
Why are all sites not listed by category?
Why do some merchants show ratings but no comments?
Are sites listed by category better than those not listed?
What is the "A" List?
Why should I register my Internet Business?
How do I get my company registered?
How much does the service cost?
What does ePublicEye.com do with the information collected?
Who has access to my information?

Q. What is eConsumer Intelligence ?

eConsumer Intelligence (tm) is a term created by ePublicEye.com to define the kind of consumer information we collect and distribute. Specifically, eConsumer Intelligence is knowledge about an online company that is learned from personal shopping experience. Typically called customer feedback or consumer experience, ePublicEye.com is the first company to collect and leverage this feedback to empower both consumers and merchants.

Q. How does ePublicEye.com use eConsumer Intelligence to help consumers shop more safely?

Though nothing can guarantee absolute safety online, here is how ePublicEye.com uses eConsumer Intelligence to reduce the risk to consumers:

ePublicEye.com registered merchants bearing the "monitored 24 hours" seal are required to display it prominently and link it to the ePublicEye.com Customer Satisfaction Database. Consumers may file a report of their experience with a registered business any time of day or night, 7 days a week. The reports, once confirmed, are recorded instantly and are immediately available to other consumers. Our monitoring system is designed to provide an open, unbiased history of consumer experiences with ePublicEye.com registered merchants. By checking ePublicEye.com maintained customer satisfaction records, consumers can determine if they are dealing with a reliable company with whom they can shop more safely. In addition, "Professional members" give shoppers sound answers to frequently asked questions through audio FAQ’s linked to their listing. By listening, shoppers get a better sense of who is behind the web site, how knowledgeable they are about their products and services and how "customer friendly" the company is.

Q. What else does ePublicEye.com do to protect consumers?

All ePublicEye.com "Platinum" registered merchants are included in our Credit Card Fraud Protection Program. The program is aimed at reducing the risk for online consumers. Online shoppers who make credit card purchases from ePublicEye.com Platinum registered merchants will be insured against unauthorized use of their credit card. See details

Q. How does ePublicEye.com help online merchants?

ePublicEye.com registration provides merchants a tool to rapidly build consumer trust in their brand. In addition, ePublicEye.com provides merchants with feedback directly from their customers that can be used to improve customer satisfaction, increase customer trust, and develop loyal repeat customers. Subscribing to the ePublicEye.com monitoring system is the fastest way for merchants to prove their commitment to customer satisfaction, while displaying the ePublicEye.com "safety mark" is the clearest way to communicate that commitment. In addition, merchants can choose a "Professional Level Membership" which adds a 3 minute webcast to their listing. This ePublicEye interview with a company executive is available to shoppers "on demand." These interviews help give shoppers the comfort level they need to make a purchase from an unknown company.

Q. Is ePublicEye.com like the Better Business Bureau?

Only in the sense that we help consumers find reliable businesses. ePublicEye.com's standards for membership are more demanding than the Better Business Bureau's, and our reports are more detailed. ePublicEye.com is the first service to allow consumers to determine the reliability of online merchants based on evaluations by a merchant's actual customers. Through our Open Customer Satisfaction Reporting System, ePublicEye.com offers true 24 hour monitoring of online merchants. Our system provides immediate access to reports filed by past customers of an Internet merchant. To see comparison chart click here.

Q. Is ePublicEye.com a non-profit organization?

No ePublicEye.com is a .COM, by definition we are set up to be a commercial enterprise.

Q. How can a commercial enterprise maintain its integrity?

ePublicEye.com built integrity and reliability into our primary "monitoring system" by providing a direct link from consumers to our database, and back to consumers. ePublicEye.com is out of the loop. We simply provide the system that allows prospective customers to view merchant ratings by past customers. In short, we provide the system, but consumers provide the ratings. This ensures the highest level of objectivity and independence. Furthermore, while some organizations give edited summaries or hide the details of consumer reports, full disclosure is a requirement for ePublicEye.com monitored merchants while they are building a trust record with us. Right down to the simplest comment, the details of reports received on new registered merchants are made available online to consumers. Like CSPAN, ePublicEye.com enables consumers to get the full picture. We call it "Transparent eCommerce" (tm) and no other organization offers consumers this level of openness.

Q. How does ePublicEye.com ensure that reports filed on an Internet business are valid?

Since our system is designed to resolve merchant/consumer disputes through self regulation, ePublicEye.com does not mediate complaints received from consumers. However, valid e-mail addresses are required with all reports to provide for confirmation, accountability and follow up. Complaints from non-customers, and reports that can not be confirmed are automatically rejected. Further, merchants are immediately notified when a consumer files a report on their business and are allowed to post resolutions or rebuttals to reports. ePublicEye.com does investigate reports of malicious filings.

Q. How does the ePublicEye.com system resolve merchant/consumer disputes?

Our dispute resolution system is incentive based and self-mediating. ePublicEye.com registered merchants, seeking to build trust with online consumers, agree to openly display their customer satisfaction ratings. Because their ratings are available to consumers, merchants have a high incentive to resolve complaints amicably and quickly. Merchants recognize that they must either resolve complaints quickly and constructively, or risk developing a trend of customer dissatisfaction that can compromise their registration. Ultimately, the dispute is arbitrated in the court of public opinion.

Q. Why aren't all registered merchants listed by category?

Though all registered merchants are listed in our search engine, the categorical index is a value added service to merchants who desire additional exposure.

Q. Why do some merchants show ratings but no comments?

Unedited ratings are always openly displayed and all comments are recorded and sent to both ePublicEye and the member company. However, merchants who have successfully developed a customer satisfaction record based on 25 reports or more have effectively developed a reliability rating and earn the option to continue to show their comments or not.

Q. Are the sites listed in the categorical index better than those not listed?

No. A listing in the categorical index simply means that the merchant has earned or paid for additional exposure. Our best sites for the period are listed on the "A" List.

Q. What is the "A" List and how do merchants get placed on it?

Selected companies that have begun to develop a trend of customer satisfaction may appear on the "A" List. It is a purely performance based listing. Merchants may not request nor pay to be on the "A" List.

Q. Why should I register my Internet Business?

Lack of trust continues to rate as the number one reason people are reluctant to engage in electronic commerce. ePublicEye.com offers online merchants a way to provide assurance to consumers in the most compelling and "certifiable" way. By subscribing to our monitoring service you agree to display your customer satisfaction record openly and provide consumers proof that your business is trustworthy and reliable. If you want to turn your Internet browsers in to buyers you should be registered by ePublicEye.com.

Q. How do I get my company registered ?

You may now apply to have your company evaluated for registration as a "Safer Shopping Site" by filling out our online application. If your company qualifies, you will be notified of your company's acceptance by e-mail. Your company will be added to our search engine, and you'll be authorized to display the "Registered Safer Shopping Site seal."

Q. How much does it cost to get my company registered?

ePublicEye provides a large suite of trust, promotion, and management service to e-businesses for $24.95 a month or $199.00 a year if paid in advance. For details click here.

Q. How does ePublicEye.com use the information collected?

ePublicEye.com uses the information we collect in three ways. First we publish consumer reports received on member merchants. Next we provide merchants with customer feedback collected from their own patrons. Finally, we offer digests of the global information collected in the form of ecommerce market summaries and statistics. As always, the information we distribute is stripped of all individually identifiable information, and ePublicEye.com does not sell, lease, share or otherwise distribute any specific customer information. Publically posted merchant information may be shared with our partners for the purpose of linking to merchant reports. However, individually identifiable merchant information is not shared or sold.

Q. Who has access to my information?

We are in the trust business and we realize that our process must protect the privacy of all users. For this reason, our general policy is to maintain absolute confidentiality for consumer as well as merchant information where applicable. To see our complete privacy policy and information use statement, click here.

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