Straight-to-Fulfillment (STFF) Survey

Even with the industry’s highest response rates, many buyers don’t complete the Point-of-Sale survey — which means a lot of potential post-delivery feedback could go uncollected. The Straight-to-Fulfillment (STFF) survey closes that gap. It reaches the buyers who didn’t complete the POS survey and captures the fulfillment feedback and product reviews that would otherwise be missed.

Where the standard Fulfillment survey can only follow up with customers who completed the POS survey, STFF works from data you already have. You pass Bizrate Insights the customer’s email address and Order ID, and STFF sends the post-delivery invitation directly. So if consumers skip the POS survey, you can still get feedback by going straight to fulfillment.

Because it reaches out to recent buyers directly, STFF is also one of the fastest ways to jump-start review collection. You can begin gathering verified post-delivery feedback and product reviews from your existing order flow immediately, rather than waiting for POS survey volume to build.

How it works

1. You pass the customer’s email address and Order ID to Bizrate Insights.
2. Bizrate emails the customer a post-delivery invitation. Like the standard Fulfillment invitation, it first asks the customer to confirm whether the order has arrived.
3. Customers who confirm receipt take a survey nearly identical to the standard Fulfillment survey.

Invitation emails and templates are continually tested and optimized by Bizrate Insights to maximize response rates and keep the experience positive for your customers.

Privacy is built in. Invitations are CCPA- and privacy-compliant, and the email addresses you pass are deleted and destroyed after the invitations are sent. Sharing your customer list with STFF doesn’t create a standing copy of it anywhere.

What we ask, and why

The STFF survey mirrors the standard Fulfillment survey experience: order receipt confirmation, the core KPIs (overall satisfaction, likelihood to recommend, likelihood to buy again), the fulfillment drivers (on-time delivery, order tracking, product availability, product met expectations, customer support), conditional deep-dives on support contact and returns, open comments, and product reviews.

Two additions distinguish it. Because STFF respondents never took the POS survey, the survey also collects the customer’s email address and the high-level demographics that would normally have been captured there. That keeps STFF responses directly comparable to your standard Fulfillment responses — same KPIs, same profile data — with no gaps.

Where the data goes

STFF responses appear in VitalSigns with direct comparisons to your standard Fulfillment survey results, so you can analyze both streams side by side — and check whether buyers who skip surveys at checkout feel differently about your brand than those who don’t.

STFF responses are also syndicated to Google, increasing the review volume behind your Google Seller Ratings across both paid ads and organic search. More completed fulfillment surveys means more verified reviews feeding your ratings.