How We Collect Customer Feedback

2 min read

Updated 23 Jul 2026

Bizrate Insights collects feedback through survey invitations shown at key points in the customer journey. These invitations are designed to reach shoppers and buyers when the experience is still fresh, so the feedback is timely, relevant, and easy to act on.

We use a simple three-step process:

1. Invite Customers
Invitations are triggered at key points in the customer journey.

2. Collect Feedback
Users complete the survey to rate your performance and leave feedback.

3. Review Data & Insights
Access actionable data, KPIs, and customer reviews, turning customer feedback into actionable insights.

Every plan includes unlimited standard surveys to ensure clients of all sizes have the data they need to power real business decisions. And survey invitations are tied to purchases, so every response comes from valid shoppers or buyers, helping ensure the feedback is authentic and trustworthy.

Our Survey Suite

All feedback Bizrate Insights captures comes from two core surveys that cover shopping through delivery. Fully custom surveys are also available.

Site Abandonment Survey (also called Pre-Purchase, Visitor Intercept, or Discovery): Captures feedback from shoppers who leave without making a purchase. Invitation triggers are fully customizable, so you decide when and where shoppers are invited to share feedback.
Online Buyer Survey: Bizrate Insights’ flagship survey, capturing feedback from verified customers at the point of purchase.
- Point-of-Sale: The first half of the Buyer Survey, with feedback collected post-purchase, on-site, at the time of sale
- Fulfillment: The second half of the Buyer Survey, with feedback collected after delivery via email.
Straight-to-Fulfillment: Collect feedback from shoppers who skip the on-site Point-of-Sale survey by passing customer details into the online survey code.
BOPIS: Gathers feedback from those shoppers to pick up curbside.
Product Reviews: We gather product-level feedback as part of the post-delivery survey, so you gather intel without sending additional emails.