VitalSigns is the Bizrate Insights reporting portal for understanding the complete customer shopping experience, from the first site visit through post-delivery. It turns verified buyer feedback into real-time KPIs, sentiment, and trends so your team always knows what is working, what is not, and why.
The platform reports feedback from verified buyers across three key touchpoints for a holistic view of your customer experience:
VitalSigns provides reporting across the customer journey through a single, easy-to-use portal.
Logging In
Log in at vitalsigns.bizrate.com using your Bizrate Insights credentials. You will start on the Home Dashboard, which shows a snapshot of your key metrics. Use the left sidebar (click the menu icon to expand) to navigate between reports and data views.
If you have trouble logging in, contact your account manager or the support team at help@bizrateinsights.com.
Introduction to Key Metrics
VitalSigns tracks the following core KPIs, each rated on a 1–10 scale and tracked separately for Point-of-Sale (POS) and Fulfillment (FF). Each answers a different question and is most valuable when read together.
KPI
Question it answers
Survey question
What to watch for
Overall Satisfaction
“Were they happy?”
How satisfied are you overall with this purchase experience at [Merchant]?
An important signal. If POS dips below 9.0, comments are often the best place to start.
Likelihood to Buy Again
“Will they come back?”
How likely are you to purchase from [Merchant] next time you are in the market to buy this type of product?
Scores lower than Overall Satisfaction indicate customers were satisfied but not delighted. Loyalty is at risk.
Likelihood to Recommend
“Will they tell others?”
How likely are you to recommend [Merchant]?
Drives your NPS. Low scores suggest customers are not yet ready to stake their reputation on you.
Getting the Most from VitalSigns
To get the most value from VitalSigns, we recommend a simple 3-step framework for reviewing your feedback. By moving sequentially from the ‘what’ to the ‘why,’ you can quickly transform raw data into actionable insights.
Think of your analysis as a logical progression:
Score: Start here to see where you stand right now.
Trend: Check this next to confirm if your metrics are improving, declining, or simply fluctuating.
Comment: Dive into the details to understand the ‘why’ behind those trends in your customers’ own words.
The 3-Step Approach: Spot the number, confirm the direction, then read the words behind it. Use this as the foundation for exploring the VitalSigns dashboards.
Getting Started
Installing Bizrate Insights
Surveys & Customer Feedback
Digging Into Your Data
Technical Documentation
Learning Library
