Our Buyers Survey clients can also gain insight into those customers who do not purchase through our Abandonment Survey.  The implementation for this survey is easy and you can start to learn about your shoppers right away.

Once the Abandonment survey is implemented, you will qualify for free, standard monthly reporting.  These reports include both a Roll-Up report and a Respondent Level (raw) data file.  The Roll-Up report includes aggregated data across all of the standard questions.  Breakouts are included for each branch – browsers, cart abandoners and checkout abandoners.

If you want to dig in further, then the Respondent Level, or raw data file, offers you the opportunity to slice and cross-tabulate the data to suit your needs.

Take advantage of these two free reports and start collecting invaluable Abandonment feedback today! Please email your Bizrate Insights Account Manager or bizrateinsights@bizrate.com for more information.

BIZRATE INSIGHTS’ EXECUTIVE SUMMARY REPORT (ESR)

While we admit that “summary” may be a bit of a misnomer, this report is so packed with information that it alone can be the main source from which a busy manager can derive insights into their ecommerce business.

• Compare
  • Your customer ratings and metrics to the prior period and the same period of the prior year
  • Your ratings versus that of 2 benchmarks – one of which is a custom group of Network retailers of your choosing (“Custom Category”) and one that is a Bizrate category (i.e. “Electronics”).
  • Your NPS® score to prior periods and competitive sets. We call it “Net Loyalty”.

  

• Utilize statistics (done for you!)
  • Correlations identify how each aspect of the site and buying experience influences key loyalty metrics: Likelihood to Buy Again and Likelihood to Recommend
  • Statistical testing at the 95% confidence level let’s you know if changes in scores indicate a real shift in your business.

  

• Trend
  • Each metric over 13 months or 5 quarters to check for growth and improvement (or areas in need of improvement) while also taking seasonality into account.

  

The ESR can be purchased for monthly or quarterly frequency. Please email your Bizrate Insights Account Manager or bizrateinsights@bizrate.com for more information.

The latest “free” product to be introduced to the Bizrate merchant network is AccuRate. This service gives users the ability to run queries on the customer feedback that is most important to them in a matter of seconds. Data is updated daily to enable organizations to make decisions based on the latest information available.

Capabilities include:

• 16 months of trended standard survey data and comments for year-over-year and quarter-over-quarter comparisons;
• A competitive benchmark against one Bizrate category;
• Complete cross-tabulation, filtering, and segmentation abilities; and
• Report creation tools.

Click here for an online demo.  For more information on how to access AccuRate, contact us at bizrateinsights@bizrate.com.

If you want to know how your survey data compares to that of your competitors, then you can take advantage of two different benchmarking options that Bizrate^® offers. In an earlier post, we talked about the standard benchmarks that we have available. These standard benchmarks are included in free reports such as the BizAdvisor.

We also offer the ability to benchmark against a custom set of retailers that you designate! Examples of these benchmarks include choosing a group of your direct competitors, creating a “best of breed” or other type of aspirational group, or using our Circle of Excellence (COE) benchmark that includes all current COE winners. You can choose any group of retailers from among the thousands that are active in our Network.

Custom benchmarks can be used in some of our reporting offerings, such as the Executive Summary Report (ESR). Whether it’s comparing your data to a broad group, or something more customized to your business needs, Bizrate^® can help you gain context for your data.

One of the biggest benefits of joining the Bizrate Network is the ability to benchmark your standard survey data against others in your space! Over 5,000 retailers are part of the Bizrate Network annually, offering ample opportunity to see how your scores measure up against one of our standard benchmarks (listed below). You can also purchase a custom benchmark of retailers in our Network that you designate. Standard benchmark data is included in our free BizAdvisor report and in AccuRate, or in paid reports such as the Executive Summary Report.

When looking at the vast amount of data that BizRate can provide, many retailers often want to know how they can learn more about individual transactions.  One way to do this is via Data Pass Through.  Passing data to BizRate at the time of sale can allow the retailer to look closely at specific data points.  Passing through the Order ID, for example, can be done at no cost to you!  A small piece of code is included with the standard BizRate code and the Order ID is called in to the survey.  BizRate can then include the Order ID with comment, for Customer Support use, or with a respondent level data file.

But the Order ID isn’t the only piece of information that can be included with your survey data.  For a small fee, you can include any data that is collected on your site.  Examples include customer ID; web analytics ID, and referring URL just to name a few.  These additional pass through variables require a contract and raw/respondent level data to view across all scores.

Please contact us if you are interested in learning more.

The Comment Classifier Report is exactly what its name implies – a report that allows you to quickly and easily sort and organize comments.  A raw export of comments, in Excel, is provided on either a daily or weekly basis (your choice) to an email address you designate.  The report includes the following for both Point-of-Sale and Fulfillment:

• Customer Comment
• Date and Time*
• Customer Email Address*
• Order ID*
• Comment
• Comment Type – defined by the customer
• Comment Tone – defined by the customer
• Customer Nickname*

*Note:  These areas will be blank when the customer has opted not to share personally identifiable information.

Please contact us to learn more or to get started.

Respondent Level Data Files – aka Raw Data – aka Everything You Need and More

Bizrate offers a number of reports and tools to help you review your data – VitalMail, VitalSigns, AccuRate Reports and BizAdvisors to name a few. But all of these provide data at an aggregate level. What happens when you want to see your data at the customer level? Bizrate can help!

Bizrate collects and maintains all responses at the customer level. Respondent level data files contain all of the data collected from the surveys (buyers or abandonment) for the time period: every answer, every open text response, and all data passed to Bizrate by the retailer regarding the transaction (none of which is personally identifiable information). These data files are delivered in excel and each row represents one individual respondent.

Our standard files include all questions that Bizrate puts on every survey plus any of our free passed in data, such as order number. For retailers who qualify to receive the Buyers Survey or Abandonment Survey or both survey respondent level data files for free, these reports are delivered monthly. For all others, purchase options (standard or custom) are available.

Or retailers can customize their Respondent Level Data Files in terms of content, frequency of receipt, or both (for a fee). Your team can include all of the data we collect, or just specific information (i.e. Customer Support Questions Only), and can choose to receive the data at the desired frequency. When used in conjunction with Bizrate’s aggregated reports, this report gives the full picture of the individual experience from purchase to receipt.

Respondent level data files are often large – too large to send via email. Therefore Bizrate’s standard delivery mechanism is FTP. We create password protected FTP accounts for retailers who receive these data files from us and provide the retailer with the login information as well as notice when files are posted. The notifications are all done via email.

If you have any questions on respondent level data, then please contact us.