Bizrate Insights is designed to collect feedback across the entire shopping journey, not just at checkout. A shared set of KPIs is asked across standardized surveys, which lets you compare performance from one stage of the journey to the next.
1. Site experience (Pre-purchase)
Roughly 97% of retail visitors leave without purchasing, and the common assumption is that they came to buy, but something stopped them. Often, that isn’t the case. Many shoppers arrive to research, compare, or just browse. Understanding why they came and what they needed helps you serve every visitor well and shows where a better experience can turn intent into a sale. Our pre-purchase survey captures that context directly from your visitors. It shows why they came to your site, whether they accomplished what they set out to do, what they did while they were there, and what they plan to do next.
The survey is delivered by our TrueExit technology, which surfaces it in real time as a shopper signals they are about to leave, so feedback reflects the visit while it is still fresh. Trigger settings can be customized by device type, timing, and action to fit your site and audience. When a visitor does intend to buy, Save-the-Sale functionality lets your team step in and recover the sale in the moment, and you can grow your opted-in email list as you gather feedback.
The Point-of-Sale (POS) survey reaches shoppers right when they make a purchase, when the experience is still top of mind. Hearing from customers at this point tells you what is working on your site and where the purchase experience creates friction. You can also see which parts of the experience customers value and how likely they are to come back or recommend you. Because these are verified buyers speaking right after checkout, the feedback is specific, candid, and tied directly to a purchase.
Over time, using a consistent survey gives you a baseline to measure against your own past performance and your industry peers. These KPIs let you track the impact of changes and catch shifts in sentiment before they show up in sales. Read alongside post-delivery feedback, it also shows you whether an issue belongs to the purchase itself or to what happens after it, so your team knows where to focus.
The invitation appears on the order confirmation page, and response rates typically run well over 10%, with most shoppers who start the survey going on to complete it. Email is the only required field, since it is used to send the post-delivery follow-up.
The Fulfillment survey reaches customers after their order arrives. This is the part of the journey where a good purchase experience is either confirmed or undone. Hearing from customers here tells you whether delivery, packaging, and the product itself met expectations, and whether the customer walked away feeling confident about buying from you again. Because post-delivery feedback closes the loop on the same verified buyers who rated the purchase, you can see the full arc of the experience and understand how the end of the journey shapes loyalty and advocacy.
Over time, this gives you an early read on fulfillment issues before they show up in reviews or lost customers. Read alongside Point-of-Sale feedback, it shows you where an issue belongs, so your team can fix the right thing rather than the most visible one.
The survey is emailed a few days after the expected delivery date to customers who completed the POS survey, and questions adapt to how the order was received, whether by delivery or pickup. Product reviews are collected here as well.
For buyers who skipped the POS survey, Straight-to-Fulfillment (STFF) reaches them directly with the post-delivery survey, so that feedback isn’t lost.
Getting Started
Installing Bizrate Insights
Surveys & Customer Feedback
Digging Into Your Data
Promote Your Site
Learning Library
