Bizrate Insights’ Buyer Surveys Methodology
Bizrate regularly tests and updates the format and question design of its two-part Buyer Surveys to maintain and raise survey take rate and completion rate.
Two part survey
The point-of-sale survey, to which the customer is invited immediately post order completion, captures the site experience leading up to and including the sale. This represents immediate recall of purchase and related decisions.
- ORDER FULFILLMENT
The order fulfillment survey, to which the customer is invited at or shortly after they indicated expected order receipt, not only reviews the order receipt experience, but also provides an opportunity to match that experience against consumers’ expectations set at the point-of-sale.
- PAGES VS. LONG FORM
Bizrate Insights realizes the best survey take and completion rate when questions are presented to consumers across a few pages and with all or most questions above the fold (minimal scrolling).
- QUESTION ROTATIONS
In order to balance retailers’ needs for a lot of information with consumers’ needs to spend only a few minutes taking a survey, Bizrate Insights “rotates” the appearance of questions. The average point-of-sale survey is only 18-20 questions long (2-3 minutes); only 11% of survey respondents see all 32 standard point-of-sale questions.