One thing I learned ( and taught!) in my long career in senior sales and marketing directorships and teaching posts is, 'If you change a format make sure it's an improvement on what you already have', simple but true.
I just can't believe that ebay has made so many changes all, it seems, for the worse that the ones they replaced. A couple of examples will suffice: Purchase History, Buyer Feedback and now trying to contact their so-called Help Desk which hardly merits the name as all one gets is a list of menus and ,an hour or so ago, I tried to send an email , which was closed ( although it was well within the hours it said it was open).
One of the reasons we buy from the same shops, go to the same garage and barber is familiarity : we get used to the routine and want to stick to it, but at least we can see the service we are getting. So it is even more important that 'distant-buying' (ebay, of course) gives us some reassurance that comes with routine and, for want of a better word, 'sameness'.
Just because ( if this is the case- and I supect it is!), a new marketeer arrives he or she does not have to bring with them a format from theis old company along with their leaving-presents!
( Sometimes the 'baby' just requires fresh bath-water, not throwing out).
