We maintain a 0.19% defect rate on Amazon vs 3.20% from the new metrics just posted by eBay.

 Amazon is a much tougher audience.  The metrics are meaningless in eBay because  they do not measure what the customer wants or expects ... they measure what eBay has established as non-sensical metrics that for the most part have nothing to do with true customer service measures. (eg with free shipping we use Economical as the baseline.  90% of our orders will ship Priority Mail.  Delivery is usually 2-3 days earlier than per eBay's 5-10 day metric even with the required 1 day shipping.  eg we are cited for a non-delivery using the eBay Global shipping program.  We have proof of delvery to the fulfillment center & eBay shows they shipped & delivered the item.  We are still cited.  eg ... customer emailed us apologizing for having to file a claim through eBay ... they had a question & didn't realize clicking the button would result in claim for item not as described.  eg customer tried to file claim for non-delvery through PayPal via their credit card company (fraud) which was disallowed for proof of delviery.  Filed 2 negative feedbacks which eBay will not remove).

Could go on and on but after awhile it gets to sounding like bad beat stories in poker.  Stuff is going to happen.  And eBay's not going to change.  So hang in there ... luckily the buyers are smater for the most part than eBay managment and they will recognize quality service.  You just have to worry about doing what's right for the customer ... not for eBay.  You'll kill yourself or go crazy trying to satisfy eBay's demands ... just listen to your customers & you'll be fine.