Abandonment Survey Code

Welcome to the Bizrate Abandonment Survey

The Abandonment Survey is a free customer experience and feedback tool that allows retailers to hear from visitors who do not purchase. The survey code generates an invitation to provide feedback upon completion of the visit at all non-buying stages of the shopping process to help retailers better understand its site visitors and prospective buyers. Become empowered with invaluable answers from three abandonment surveys with one simple JavaScript code.

This one code yields three abandonment exit surveys:

• a ‘visitor abandonment survey’ for visitors who don’t use the shopping cart and exit the site;
• a ‘cart abandonment survey’ for visitors who leave your site after engaging the shopping cart; and
• a ‘checkout abandonment survey‘ for visitors who start the checkout process, but do not complete it.

In short, over 50 years of collective customer feedback experience, ranging from ecommerce to retail to traditional market research, has gone into the creation of our comprehensive suite of Buyer and Abandonment insights products. With our offering, Bizrate sparks a dialog between retailers and consumers in a way that is measurable and leads to insights as well as a powerful action-oriented ‘to do’ list, helping you grow your ecommerce business and secure customer loyalty.

How the survey code works

While shopping on your site, a customer may receive an invitation to take a survey at the conclusion of their visit. When the invitation is offered, the shopper can accept the invitation or decide not to provide feedback by clicking “no thanks” or closing the invitation. Upon acceptance, the survey then launches in a small window hidden behind your site so it does not distract from the shopping experience. This way, when the shopper has completed their visit to your site, the survey will be awaiting them.

The surveys are short, with 6 questions at most, all of which are optional. In this version, the survey branches at the question on exit point to delve into the specific reasons for visit abandonment (shown to the left), cart abandonment, or checkout abandonment. We also ask all visitors their likelihood to recommend, reason for the visit, future purchase intent and location, and include an open comment box to provide feedback with an option to provide an email address so you may follow up with the customer if you so choose.

All standard questions are fixed within the survey (although optional to the consumer to answer) with an eye toward benchmarking once we reach critical mass. We also offer the option to purchase and add custom questions and custom reporting, as we offer with Bizrate’s buyers’ surveys. Please speak with your Bizrate insights’ account manager or email bizrateinsights@bizrate.com to learn more about the custom questions option.

Most importantly, Bizrate built this code so that it is not only easy to implement, but also so that most of the control is in your hands. You decide which pages the survey invitation may appear, how frequently it is served to the same visitors, what percent of your traffic will receive the invitation, the size of the invitation, and where the invitation renders on each page. Furthermore, at no cost, you can pass us data on the backend to improve your ability to glean insights: referring URL, the page the invite is generated from, and customer/session/web analytics ID.

 

Technical welcome

The three abandonment surveys are combined in one simple JavaScript code. This code should be placed on each page or template of your website where you would like the survey invitation to potentially launch. We strongly recommend placing the code on every page of your website except checkout (optional, you may place the code there) and the receipt or order confirmation page (where bizate’s buyers’ survey code resides). Please remember that you can use the optional settings reviewed in the additional settings section to change aspects of the invitation at the page or template level.

Once a potential buyer enters a page of the website where the JavaScript code is active, a survey invitation, that is specific to your site and accompanying Bizrate account, is launched. If you are passing Bizrate any data on the back-end, then it will be passed through the code with the call to launch the survey invitation. However, none of this information is recorded at this point.

Upon acceptance of the survey invitation, the survey is shown in a second window, size 720 x 300, behind your site so it does not interfere with the customers’ shopping experience. After interacting with your site, the user will see the survey for completion. Once the survey is submitted, the information is recorded in conjunction with the survey responses.

 

Technical overview

The implementation of the Abandonment Survey code is fairly simple. Setup with the default settings includes one line of JavaScript code and is explained in detail in the Code Setup section.

There are several parameters of the survey invitation which can be changed at the page or template level if the default settings do not meet the needs of the business. These parameters include the size of the survey invitation, the position of the invitation on the webpage, the frequency that the invitation is offered to repeat visitors, the percentage of sessions the invitation will launch, and pass-in values, such as the page the invitation is generated from, the referring URL to your site, and a customer, session or web analytics ID. Step-by-step instructions to complete these enhancements can be found in the additional settings section. (Note: the Abandonment Survey invitation should render at the top layer, above all other images on your site. We have set the Z Index of the invitation layer at 999,994. If your site uses layers at this level or higher, then please consider lowering your layers below 999,950. If this presents a problem, then contact us at bizrateinsights@bizrate.com to discuss a solution.)

Code setup

Implementing the default Abandonment Survey code is just one step. Copy and paste this piece of JavaScript code onto each page of your website that you would like the invitation to possibly appear.

The code:

This is the Abandonment Survey code for TestMerchant (MID = 12345) only:

<script type=”text/javascript” src=”https://eval.bizrate.com/js/survey_12345_1.js”> </script>

(Note: we recommend against putting the code on your checkout pages, but you may do so at your option; do not put the code on your receipt page, where Bizrate’s buyers’ survey code resides).

How to inactivate the survey invitation

If you do not want to offer a survey invitation on specific pages or templates of the website for periods of time, then you can set the Abandonment Survey code on those pages to inactive. Simply change the numeric value at the end of the JavaScript from “1″ to “0″ to inactivate the code as shown below. The code will still reside on the webpage, but will not cause a survey invitation to appear.

Example:

Inactivate the survey invitation (0) on the page for TestMerchant (MID = 12345):

<script type=”text/javascript” src=”https://eval.bizrate.com/js/survey_12345_0.js”> </script>

(Note: removing the code from a webpage or template will render the same result as setting code to inactive.)

 

Default invitation settings

The following default settings are in place:

• Standard invitation image with both logos used on Bizrate’s buyers’ survey invitation, your logo and Bizrate’s logo (please see below)
• Invitation size: 300 x 250
• Frequency cookie: 30 days (the same shopper should be presented with the survey invitation every 30 days, if cookies are on and not cleared)
• Percent of traffic: 100% (all shoppers without the frequency cookie set should receive the invitation)
• Position on page: centered in the browser window and approximately 1.5 inches down from the top of the webpage
• Pass-in values: none

These default settings may be changed; please see the ‘Optional Setup’ of the Abandonment Survey code in section 3.0.

Default Invitation image, size, & functionality

The default invitation size is 300 x 250. The invitation includes a “no thanks” close functionality on the bottom 15% of the invitation area. By clicking in this area, it will close the invitation without opening a survey. The top 85% of the invitation area, when clicked on, will open the survey hidden behind your website.

Default invitation: Size 0 = 300 x 250 {width: 300, height 250, closeY: 215}

(Note: You can choose from 3 invitation sizes. Invitation sizes can be set at the page or template level. Please see section 3.1 for additional sizes and instructions for setting the size parameter. Retailers can create their own graphic for the invitation if it conforms to the size specifications in section 3.1 and is approved by Bizrate Insights – fee applies.)

 

Quality assurance

Once the code setup is complete it’s important to check if the implementation was successful. If it was not successful, then please review the following common errors to troubleshoot the problem.

This is what you should see with a successful implementation:

1. Generate a survey invitation from the retailer’s site by landing on a page where the code was implemented.

• The survey invitation should render as a DHTML layer.
• Upon acceptance, the survey then launches in a small window hidden behind the retailer’s site.

What if the invitation does not render or does not render properly? The most common errors and solutions:

Q: The invitation does not render.

• Check that the retailer’s MID was placed in the code, including the removal of the brackets [].
• If the MID and bracket removal are correct, then there may be a conflicting script on the page. Try moving the code to the top of the page to remedy the issue or;
• Clear your cookies to remove the frequency cookie.

Q: The invitation reads “this online store” in lieu of the retailer’s name and logo.

• Check that the correct MID was placed in the code, including the removal of the brackets [].

Note: The correct MID can be found in account related emails from Shopzilla or at the bottom of the home page after logging in to merchant.shopzilla.com. If you don’t know your login information, then please click on the “forgot your password” link at merchant.shopzilla.com.

• Check that the retailer’s name was properly entered into the account when it was created.

Note: The retailer’s name can be found in account related emails from Shopzilla or on the home page after logging in to merchant.shopzilla.com. If you don’t know your login information, then please click on the “forgot your password” link at merchant.shopzilla.com.

Q: A different retailer’s name and logo are appearing on the invitation.

• The improper MID was placed in the code. Fix immediately.

Note: Not sure what the correct MID is? The correct MID can be found in account related emails from Shopzilla or at the bottom of the home page after logging in to merchant.shopzilla.com. If you don’t know your login information, then please click on the “forgot your password” link at merchant.shopzilla.com.

Q: The retailer’s name appears in the invitation, but not the logo.

• Retailers provide Bizrate with the two logos used in the invitations and the surveys. Please upload your logos at merchant.shopzilla.com. On the home page, go to Account Management tab and then Logo Manager. The specifications for the logos are:

• Both logos must be a GIF image
• Logo #1 max size: 110(w) x 28(h) pixels (Must be under 3k)
• Logo #2 max size: 200(w) x 50(h) pixels (Must be under 5k)
• A white background is preferred
• No taglines or phone numbers are permitted
• No animation is allowed

NOTE: It may take 24 – 48 hours for newly submitted logos to appear.

Q: The invitation renders properly, but it does not look like the example above in the default invitation image section.

• There are several looks and feels for the invitation size options. Please see the additional settings section for further details.

Q: Part of the invitation renders, but not the entire invitation. It may look like the retailer’s site layers over it in places.

• In order for the survey invitation to always be on top, we have set our Z Index to 999,994. We therefore recommend that retailers’ sites use layer levels of 999,950 or lower. If this is not possible, then please contact us to discuss alternate options at bizrateinsights@bizrate.com.

If you have questions or experience issues, search the FAQ section, or contact your Bizrate account manager for assistance and include your source code as a text (.txt) attachment.

3.0 Additional settings

 
Optional code can be added to each page above the default Abandonment Survey code to change the default parameters. You can specify the options at the page or template level or, if you have one set of parameters for multiple pages or templates, you can create a separate .js file for the parameters and include that file in each page or template.

 

Invitation size options

We are offering 3 sizes for the Abandonment Survey invitation from which you can choose at the site, template, or page level. These invitations all include a “no thanks” functionality on the bottom 15% of the invitation area, that when clicked, will close the invitation without opening a survey. The top 85% of the invitation area, when clicked, will trigger a survey that opens in a 720 x 300 window. The three available invitation sizes for the Abandonment Survey are below.

Size 0 = 300 x 250 {width: 300, height 250, closeY: 215} – default

Size 1 = 180x 150 {width: 180, height 150, closeY: 130}

Size 2 = 300 x 100 {width: 300, height 100, closeY: 85}

 

Invitation size setup

You can set your choice of Abandonment Survey invitation size by adding a size parameter to the code.

(Note: optional size settings should be included as additional JavaScript with the default Abandonment Survey code).

Values for customization:

0 = 300 x 250 (size 0)

1 = 180 x 150 (size 1)

2 = 300 x 100 (size 2)

Example:

Display a 180 x 150 invitation (size 1) for TestMerchant (MID = 12345):

<script>
<!–
var br_size = 1;
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_12345_1.js”>
</script>

 

Invitation position on page setup

This parameter sets the position of the survey invitation in the shopper’s window. The invitation is dhtml, therefore X and Y positions are calculated in pixels from the top-left corner.

(Note: optional position settings should be included as additional JavaScript with the default Abandonment Survey code).

• Values = Any integer (in pixels)
• Default = Centered on the open window and about 1.5 inches from the top

Example:

Position a survey invitation 50 pixels from the top-left corner of the open window for TestMerchant (MID = 12345):

<script>
<!–
var br_pos_y = 50;
var br_pos_x = 50;
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_12345_1.js”>
</script>

 

Frequency cookie setup

The Frequency Cookie parameter (var br_frequency) determines how often, in days, a survey invitation is offered to the same individual shopper. For example, if you set the frequency to 7, then a cookie will be set such that repeat visitors will only see a the survey invitation no less than* every 7 days regardless of their frequency of visiting your site.

* This assumes that cookies are turned on and that the visitor does not clear their cookies.

(Note: optional frequency cookie settings should be included as additional JavaScript with the default Abandonment Survey code).

• Values = Any integer (in days)
• Default = 30 days

Example:

Set frequency to 7 for TestMerchant (MID = 12345):

<script>
<!–
var br_frequency = 7;
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_12345_1.js”>
</script>

 

Percent of traffic setup

The Percent of Traffic parameter (var br_percentage) determines the chance for a shopper to see a survey invitation on each page load. For example, if you set the percentage to 50, then the Abandonment Survey invitation will be shown on 50% of page loads. It should be noted that all other settings, such as the frequency cookie, still apply regardless of the percentage value.

(Note: optional percent of traffic settings should be included as additional JavaScript with the default Abandonment Survey code.)

• Values = 0 – 100
• Default = 100 (percent)

Example:

Set percentage of traffic to 50 for TestMerchant (MID = 12345):

<script>
<!–
var br_percentage = 50;
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_12345_1.js”>
</script>

Pass-in data setup

There are several standard pass-in values that can be utilized at no cost. Be sure to match the passed in value to the appropriate “Q” value listed below. (Note: optional pass-in data settings should be included as additional JavaScript with the default Abandonment Survey code. All pass-in data must be enclosed in single quotes ‘’ as shown below.)

Pass-in data values: (Alphanumeric, with no spaces and no special characters.)

• br_data['Q164'] = ‘Survey Invitation Page’;
• br_data['Q165'] = ‘Referring URL’;
• br_data['Q166'] = ‘Customer, session or web analytics ID’;
• Default = No values are passed

(Note: you must initialize the br_data variable as shown below before setting any values.)

Below is an example that shows Q values to be passed through.

Examples:

The survey invitation page is ‘Home’, the referring URL from which the customer arrived at your site is ‘http://www.google.com’, and the customer session ID is ’111222333′ for TestMerchant (MID = 12345):

<script>
<!–
var br_data = [];
br_data['Q164'] = ‘Home’;
br_data['Q165'] = ‘http://www.google.com’;
br_data['Q166'] = ’111222333′;
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_12345_1.js”>
</script>

(Note: pass-in data is combined with the survey data in respondent level data files. These files are included in the default reporting options. Please see section 5.1 for further details. Additional custom pass-in data can be added into the code and reported, which will incur a fee.)

 

Code template

Below is the code with all optional variables included that you can copy and paste to your pages or templates. This code contains all options previously discussed in the above sections with the default values. To customize this code for your site, all you need to do is replace the fields that you wish to set and leave the rest as is.

Most important: replace [MID], brackets [] included, with the retailer’s Bizrate merchantID. If you do not have a Bizrate merchantID, or forgot this important information, go to business services for assistance at http://merchant.shopzilla.com/. Once logged in, see the bottom of the home page for the merchantID.

(Note: All pass-in br_data must be enclosed in single quotes ‘enclose’ as shown below.)

<script>
<!–
var br_frequency = 30;
var br_percentage = 100;
var br_size = 0;
var br_pos_y = null;
var br_pos_x = null;
var br_data = [];
br_data['Q164'] = ”
br_data['Q165'] = ”
br_data['Q166'] = ”
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_[MID]_1.js”>
</script>

 

Code Example

This example shows the Abandonment Survey code with changes to optional parameters. This code will result in the invitation displaying: to repeat visitors once per day; to 80% of page-level traffic; the survey invitation size is 180×150; and the invitation will be located 50 pixels from the upper left corner of the open shopping window. Furthermore, the invitation will pass in data provided by the retailer for: the page the invitation was accepted; referring URL prior to visiting the site; and customer ID.

Most important: replace [MID], brackets [] included, with the retailer’s Bizrate merchantID. If you do not have a Bizrate merchantID, or forgot this important information, go to business services for assistance at http://merchant.shopzilla.com/. Once logged in, see the bottom of the home page for the merchantID.

<script>
<!–
var br_frequency = 1;
var br_percentage = 80;
var br_size = 1;
var br_pos_y = 50;
var br_pos_x = 50;
var br_data = [];
br_data['Q164'] = ‘Home’;
br_data['Q165'] = ‘http://www.google.com’;
br_data['Q166'] = ’111222333′;
//–>
</script>
<script type=”text/javascript”
src=”https://eval.bizrate.com/js/survey_[MID]_1.js”>
</script>

Default Reporting Options

Included are the following reports:

• Abandonment Roll-Up Report: Aggregate level data on the single and multiple choice standard questions, all typed in answers associated with an “other” answer choice, and customer open comments. Aggregate data includes the counts and percentages of each answer by question, and distributions and averages for ratings questions aggregated for the time period (it is not presented by individual respondent). This report will contain only standard question data and be delivered monthly. Examples from the report:

• Respondent level data files will include all standard survey responses at the customer level, as well as values that are passed in (see Pass-In Data Setup in section 3.6). This report will be delivered monthly.
• (Note: As adoption of this new product grows, we intend to offer standard benchmarking data in the Aggregate level report.