Site Abandonment Survey Overview

Bizrate Insights’ Site Abandonment Survey collects real-time Voice-of-Customer feedback from shoppers as they leave your site, before they buy. While the Online Buyer Survey tells you how the purchase went, the Site Abandonment Survey tells you why a visitor left, which is indispensable.

The journey from pre-purchase to purchase is no longer linear. Today’s shoppers are doing more research and discovery and forging their own paths. With our Site Abandonment solution – by capturing feedback as visitors are about to leave your site, you can learn where they came from, why they didn’t buy, and where they plan to go next—and even reach out in time to help save the sale. 

Choose the Site Abandonment Survey when your goal is to understand and reduce lost sales, grow your opted-in marketing list, and measure sentiment from the majority of visitors who leave without buying. Plus, it gives you an opportunity to reach out and save the sale before they buy elsewhere.

How it works

Place the Site Abandonment code on the pages of your site where you want to collect feedback. The invitation can appear on any page containing the code, so you control coverage by choosing where the code is placed (or by adjusting trigger settings).

Invitations are triggered based on shopper behavior, tailored by device:

1. Desktop: Bizrate’s TrueExit™ technology detects exit intent — triggering the invitation as the shopper’s cursor moves toward the URL bar to leave your site — so feedback is collected without interrupting the shopping experience.
2. Mobile and tablet: Because exit behavior differs on touch devices, the invitation is triggered by time on site. Many retailers add page views and scroll percentage as additional triggers for these devices.

All trigger settings — Time on Site, Time on Page, Page Scroll %, Page Views, and TrueExit bounce (desktop only) — can be customized at the merchant level and by device type, using both “AND” and “OR” logic. A frequency cookie (21 days by default, adjustable) ensures shoppers aren’t invited too often; once the invitation appears, it won’t appear again until the cookie resets, whether or not the survey was completed.

When a shopper accepts the invitation, the survey opens in a separate pop-over window. Shoppers can keep it open and return to it after leaving — or once they’re done shopping — so the survey never forces itself on anyone still browsing.

As a fully managed service, your Bizrate Client Experience Manager works with you to optimize trigger settings, timing, and frequency for your site.

What the survey covers

The standard survey is a single page that takes about one minute to complete, and every question is optional. Some questions are dynamic, adapting to the shopper’s purchase and exit intent. Key metrics and topics include:

• Reason for visit
• Point of abandonment
• Reason for abandonment
• Success metrics and Key Performance Indicators (KPIs)
• Net Promoter Score (NPS)
• Future purchase intent
• Open-ended comments with sentiment analysis
• Demographic profiles

KPIs and NPS align with the Online Buyer Survey, so when you run both, you can compare performance across the pre-purchase and post-purchase journey.

With upgraded plans, custom questions can be added to a second survey page — for example, gauging interest in a loyalty program, learning which competitor a shopper plans to buy from instead, or asking what you could improve to win their business. Custom questions can branch from any standard question or stand alone, and support binary, single-select, multi-select, open text, and rating-scale formats.

Turn abandonment into action

• Save-the-Sale: Receive real-time email alerts when a shopper leaving your site asks to be contacted, so your team can resolve the issue and win back the sale in the moment.
• Grow your marketing list: Collect opted-in email addresses from shoppers who abandon, then bring them back with targeted emails and offers.
• Measure and trend NPS: Track Net Promoter Score among shoppers who leave, alongside your other touchpoints.

The Site Abandonment Survey achieves a 1–3% response rate — among the industry’s highest for this survey type. To encourage participation, the invitation includes Bizrate’s “Surprise & Delight” incentive, offering shoppers entry into a daily cash giveaway. Because this invitation lives on your site pages rather than after a purchase, it’s intentionally designed to be less intrusive than the Online Buyer Survey experience.