Gathering Customer Feedback

Bizrate Insights collects verified, voice-of-customer feedback at key moments in the shopping journey from discovery through post-fulfillment using our standardized baseline surveys. We collect insights across both online and offline channels. Instead of relying on a single survey at a single moment, the platform gathers feedback at key touchpoints so you can understand what happened, why it happened, and what to do next. 

Online Buyer

The Online Buyer Survey is Bizrate Insights’ flagship solution and runs as two halves of the experience:

• Point-of-Sale (POS): The invitation appears on your order confirmation/receipt page and captures feedback about the site and purchase experience while it’s fresh, including KPIs (overall satisfaction, likelihood to recommend (which powers NPS), repurchase intent), and metrics like ease of checkout and product selection, in addition to customer comments, including sentiment.
• Fulfillment: After orders are delivered, Bizrate emails POS respondents an invitation to rate the post-delivery experience. If the customer doesn’t respond, one reminder follows a few days later. For those who don’t complete the POS survey at the time of purchase, the Straight to Fulfillment Survey provides an additional opportunity to share their experience.

Because the same KPIs are asked throughout the experience, you can compare performance from checkout through delivery for the same customer.

Site Abandonment & Discovery

The Site Abandonment Survey solution captures feedback from shoppers before they make a purchase. This includes visitors who are discovering your site and products, shoppers looking to buy, and those who are looking for customer support or other information. Custom invitation “triggers” allow you to set the timing, frequency, and survey experience to align with your goals without disrupting the shopping experience.

At this often-underserved part of the journey, you can see why shoppers came, where and why they hesitated or left, and what would bring them back. Save-the-Sale functionality lets your team step in to recover a sale in the moment, and you can grow your opted-in email list while collecting feedback. Trigger settings can be customized by device type.

Other Standard Surveys

Straight-to-Fulfillment (STFF)

Sometimes buyers don’t complete the first half of the survey at the time of purchase, but still want to provide post-delivery feedback. By passing through customer identifiers as part of the Online Buyer Survey code, the STFF functionality is activated. This allows Bizrate Insights to follow up directly with these customers to complete a fulfillment survey.

BOPIS

The BOPIS (Buy Online, Pick up In Store) solution is a two-part survey that ties the online and in-store pickup experiences together into one joined response, so you can see the full picture for a single order. It collects feedback on the pickup itself, employee helpfulness, availability of curbside or drive-up options, and the return process, where applicable. Coverage has been expanded to include curbside/drive-up pickup.

In Store

The In-Store survey add-on captures feedback from buyers who make purchases in a physical store rather than online. It can be delivered in whatever way reaches the shopper at the right moment, like on-receipt, emailed, or in-bag, so you can measure the in-store experience and compare it against your digital touchpoints for a unified, omnichannel view.

Custom Surveys

The standard surveys cover the core journey, but every business has questions of its own. On most plans, you can add custom questions to any survey touchpoint to measure awareness of a new initiative, gather feedback on a feature or policy, or explore topics the standard questions don’t reach. We’ll program the questions for you, and our Client Insights Team can help design them, drawing on a library of proven questions. Results appear in VitalSigns in their own cards alongside your standard metrics.

Product Reviews (via API)

Product reviews are collected alongside the shopping and delivery surveys, so you gather product-level feedback from verified buyers without sending separate emails. Only verified purchasers can leave a review.

Review content can be retrieved programmatically through Bizrate’s API and used downstream and in your other business tools.