Customer Journey Touchpoints

Bizrate Insights is designed to collect feedback across the entire shopping journey, not just at checkout. A shared set of KPIs is asked across surveys, which lets you compare performance from one stage of the journey to the next.

1. Site experience/Pre-purchase

The Site Abandonment survey captures feedback from shoppers who leave your site without buying, which is roughly 97% of visitors, in typical retail traffic. Its TrueExit technology surfaces the survey in real time, right where the cursor is, as a shopper signals they’re about to leave. It collects the reason for the visit, the point of and reason for abandonment, and future purchase intent. Save-the-Sale functionality lets your team step in to recover the sale in the moment, and you can grow your opted-in email list as you gather feedback. Trigger settings can be customized by device type, timing, and action.

2. Purchasing experience (Purchase and Post-purchase)

The Point-of-Sale (POS) survey invitation appears on the order confirmation/receipt page and asks about the site and purchase experience while it’s fresh. We usually see a response rate well over 10% for this survey. The large majority of shoppers who submit the first page go on to complete it. It helps you pinpoint checkout friction and resolve issues before they cost you loyalty. Email address is the only required field as it is needed to send the follow-up delivery survey.

3. Fulfillment experience/Post-delivery

The Fulfillment survey is emailed about 3 days after the expected delivery date (defaulting to 7-day delivery if no date is provided). It goes to customers who completed the POS survey, of whom roughly 25% complete the fulfillment portion. Questions adapt to how the order was received—traditional mail delivery, BOPIS, in-store pickup, or curbside—and gather feedback on delivery speed and accuracy, packaging and presentation, ease of returns and exchanges, and overall fulfillment satisfaction. Product reviews are collected here as well.

For buyers who skip the POS survey: if you pass Bizrate the customer’s email address and order ID, you can use the Straight-to-Fulfillment (STFF) survey to reach buyers who didn’t complete the point-of-sale survey, capturing post-delivery feedback that would otherwise be missed.