Welcome to the Bizrate Buyer Survey
1.2 The composition of the Bizrate Buyer Survey
The first half of the Buyer Survey, offered at the Point-of-Sale, is a code that is placed on the order confirmation page only, and is used to generate an invitation for the customer to provide feedback. The current standard invitation size is 500 x 455 pixels, contains your logo, the Bizrate logo, survey invitation text related to the incentive(s) offered, and is branded in the Bizrate color scheme. The invitation can be accepted, or closed, with one click. (Note: Invitation sizes may change to increase response rates.)
Upon acceptance of the invitation, the survey opens in a new window or tab, depending on the browser settings. The example below is in the actual size of 500 x 455 pixels:
Bizrate’s standard code allows you to supplement customer ratings and reviews by passing additional information regarding the order in to the code. This additional product and order data, when combined with survey responses, allows you to understand the details of the customer experience, as it differs based on products purchased, while providing additional detail to customer profiles and helping to improve customer service. Furthermore, by passing data through the survey, this holistic picture of the customers’ experience is rendered without requiring the customer to answer additional questions. Taking advantage of the full set of pass-in options may also qualify you to receive respondent-level data each month.
2.1 Technical overview
You may choose to pass-in additional data from your site, as described in Section 2.3. If you do not wish to utilize all of the pass-in options available in the code at this time, then the code in Section 2.4 can simply be left as-is. If you choose to take advantage of the supplemental code and features in the future, then all that is required is an update to the passed-in parameters.
2.2 Getting your Merchant ID (MID)
The MID for an account is each site’s unique identifier in our system. The MID is used in Bizrate’s Buyer Survey code to customize the invitation and survey experience according to the account’s settings. It is critical that the correct MID be used in the survey code. Please visit our website to learn how to get started. If you already have an account, but do not know the MID for your site, then we can help locate your MID. Please note that your MID may already have been included in the code below.
2.3 Value Pass-in Data
The Buyer Survey’s code is capable of accepting passed-in alpha-numeric values, such as order ID, and “attaching” this data to survey responses.
Supplemental pass-in data provides you with a more holistic picture of the customer and allows you to gather product-level insights (what they bought that resulted in the ratings and reviews given on the survey). It also makes this data easily accessible for Customer Service, who may want to respond to a customer’s ratings and reviews directly. Please note that while you may contact customers regarding their survey response, using email addresses collected from the survey for marketing purposes is strictly prohibited.
To pass standard data to Bizrate, include all desired values within that corresponding line of code found in Section 2.4 below. You may need to write a snippet of code for each variable that you want to pass-in to call that information from another location on your page and populate it within the survey code. The section below explains where to populate the pass-in variables within the code.
Standard pass-in data for the Buyer Survey
- orderId: Pass the order number using the following line of code in Section 2.4: var orderId=insert your value or code here; (Note:unless URL-encoded, this value may not include special characters.)
- cartTotal: Pass the total amount spent (in dollars) using the following line of code in Section 2.4: var cartTotal=insert your value or code here; (Note: cartTotal is a numeric field. Do not include alpha/special characters, such as $, or the data will not be accepted.)
- billingZipCode: Pass the billing zip code using the following line of code in Section 2.4: var billingZipCode=insert your value or code here;
2.4 Code template for the order confirmation page
This code template contains all standard pass-in data as described in section 2.3. The appropriate data must be dynamically placed into the corresponding values upon load of the page in order to pass to Bizrate for reporting. The values need to fall between the equals-sign (=) and the caret (^) or single quote (‘). In the code below, the pass-in lines are “commented out” (i.e. ignored) using “//”; remove these “//” for the lines that you wish to include.
(Note: if you decide not to use any, or all, pass-in data, then leave the entire code intact with blanks as shown for data not being passed.)
Clarification for usage of single quote for pass-in variables like orderId, cartTotal, billingZipCode:
- If you are passing-in the actual value, then that value must be enclosed in single quotes. For example: var orderID = ‘ID23456’; In this case, ‘ID23456’ is the actual Order #, so it must be enclosed in single quotes.
- If you are passing-in a variable that then calls the actual value, then single quotes cannot be used around that variable. For example: var orderID = call_OrderID; In this case, call_OrderID is a variable calling the actual value, such as ID23456, from elsewhere, so single quotes may not be used.
3.0 Quality assurance
Once the code setup is complete, it is important to confirm that the implementation was successful.
- Place a test order from the site with actual product(s); this can be done in a test environment.
- The survey invitation should appear on top of the order confirmation page. If the pop-up invitation is blocked due to a pop-up blocker, then a DHTML layer invitation is rendered with the same design.
- When the invitation is clicked, the Bizrate Buyer survey should open in a separate window or in a separate tab, depending on your browser settings.
- Take a test survey to confirm that data is collecting.(Note: The survey is live and test surveys will be recorded in our system. For test surveys, include only an email address and a general comment (i.e. test comment) and do not take more surveys than necessary. If you want Bizrate Insights to confirm that data is collecting, then you must take the survey and contact us or your Account Manager directly.)
Here is an example of a Bizrate Survey invitation seen with a successful implementation:
If your test order experience was not in alignment with the example above, then there may be a problem with your implementation. Please review the following common errors to troubleshoot the problem.
3.1 The most common errors and solutions:
- The invitation does not appear.
- 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 conflicting script on the page. Try moving Bizrate’s code to the top of the page body (within the body tags).
- The invitation reads “this online store” instead of the retailer’s name and logo.
- Check that the correct MID was placed in the code, including the removal of the brackets . See Section 2.2 for instructions to get your MID. If you don’t know your login information, then please click on the “forgot your password” link on the login page.
- Check that your site name was entered and logo was uploaded when the Shopzilla account was created. Login to the merchant site at http://merchant.shopzilla.com to check the name and logo; update if necessary. If you do not have a login and password, the please contact us.
- A different site’s name and logo are appearing on the survey invitation.
- An incorrect MID has been included in the code. Fix immediately. See Section 2.2 for instructions to get your MID. If you don’t know your login information, then please click on the “forgot your password” link on the login page.
- The site’s name appears in the invitation, but not the logo.
- The invitation renders properly, but it does not look like the example above.
- There are several standard designs for the invitation that have been optimized to gain the highest invitation acceptance rates. For example:
“Reward” invitation – This invitation has the highest survey response rate.
“Value” invitation – This invitation has the second highest survey response rate.
“Sweepstakes only” invitation – This invitation has the third highest survey response rate.
To learn about other invitation incentive options, please contact your Bizrate Insights Account Manager, or firstname.lastname@example.org.
6. Only part of the invitation renders properly (it may look like your site covers it in some places).
- In order for the survey invitation to appear on the top layer of your page, we have set our Z Index to 999,999; your site should use layer levels of 999,998 or lower to ensure proper appearance. This is described in further detail in section 4.4.
If you have questions, or experience implementation issues, then please review the FAQ section on the Bizrate Insights website (www.connexity.com/faq). If the FAQs do not answer your question(s), then please contact your Bizrate Insights Account Manager or email us at email@example.com. Please be sure to include the source code for your entire order confirmation page as a text (.txt) attachment along with screenshots.
4.0 Optional Settings
4.1 Invitation positioning setup
The survey invitation defaults to the center of the browser window. This parameter can be set to position the survey invitation elsewhere in the shopper’s screen by modifying the coordinates in passin_x and passin_y to any desired integer. The coordinates for passin_x and passin_y control the positioning of the top-left corner of the invitation window.
If the pop-up invitation is blocked due to a pop-up blocker, then a DHTML invitation is rendered as a layer using the X and Y positions calculated in pixels. The positioning for a pop-up is measured from the upper-left of the screen; the positioning for DHTML is measured by the upper-left of the containing window. (Note: the variables for passin_x and passin_y will not work when the survey invitation is offered as static or inline.)
4.2 Serving the invitation: pop-up versus embedded
The survey invitation is a 500 x 455 pop-up by default that automatically converts to a DHTML layer in the presence of a pop-up blocker. To change the serving of the invitation to a static, embedded (inline) presentation, or a DHTML presentation at all times, you must request this change via Bizrate; you do not need to change or adapt the code in any way.
For an embedded presentation, you must place the code on the page in the exact location in which you want the invitation image to appear, which should always remain above the fold with at least 500 x 455 pixels of clean real estate for the invitation to render. (Note: embedded survey invitations typically reduce consumer response rates dramatically by about 50-67%).
4.3 Percentage based serving
If you wish to have the Bizrate survey invitation be offered to less than 100% of orders, then please contact your Bizrate account manager or firstname.lastname@example.org to request additional code and implementation instructions.
If there are other settings that you would like to request, then please contact your Bizrate Insights Account Manager or email us at email@example.com.
4.4 Z Index Configuration
Note: the Z Index value may not be set lower than the default of 999,999.
5.0 Support Information
5.1 Survey system supported browsers
Bizrate’s Buyer Survey invitation and survey work with the following browsers:
|IE 8.0 and above||IE 8.0 and above|
|FireFox 3.5 and above||FireFox 3.5 and above|
|Chrome 5.1 and above||Chrome 5.1 and above|
|Safari 5.0 and above||Safari 5.0 and above|
5.2 Security concerns
The code in this document utilizes https to ensure that all calls from secure receipt pages (https) are made secure (SSL). If your order receipt or confirmation page is not secure, then remove the “s” for a non-secure http call.
5.3 Contact us
Do you still have questions?
Would you like to setup a meeting to review?
Then please contact your Bizrate® Insights account manager or email us firstname.lastname@example.org.