Straight-to-Fulfillment (STFF) Survey Overview

Most buyers don’t complete the on-site post-purchase survey, and that’s feedback left on the table. Bizrate Insights’ Straight-to-Fulfillment (STFF) Survey recovers it by emailing a post-delivery survey to buyers who didn’t respond to the Point-of-Sale (POS) invitation on your order confirmation page.

Choose STFF when your goal is to maximize feedback volume and Seller Ratings from your existing buyer traffic. STFF is not a standalone program — it extends the Online Buyer Survey by capturing the buyers your on-site invitation misses.

How it works

The standard Online Buyer Survey flow starts with the POS survey on your order confirmation page; buyers who complete it receive the Fulfillment (post-delivery) survey by email. STFF adds a parallel path: buyers who don’t complete the POS survey are emailed a survey invitation directly, effectively skipping the POS step and going straight to fulfillment feedback.

To enable STFF, your Online Buyer Survey code must pass the customer’s email address and Order ID. No additional survey code is required.

The STFF survey experience is similar to the standard Fulfillment survey, with the addition of email address and high-level demographic questions that are normally collected as part of the on-site Online Buyer Survey — so you don’t lose that context for these respondents.

Why it matters

The POS survey converts a meaningful share of buyers into respondents, which still leaves the large majority unheard. STFF targets that remainder, meaningfully expanding:

• Feedback volume: More responses across your post-delivery experience, from a buyer population you weren’t hearing from.
• Seller Ratings: STFF responses are syndicated to Google to increase and power Seller Ratings across both paid ads and organic search results.
• Comparative insight: STFF responses are available in VitalSigns with direct comparisons to standard Fulfillment survey results, so you can see whether non-responders differ from your engaged respondents.

Bizrate continually tests and optimizes STFF email content and templates to increase response rates and maintain a positive customer experience.

Privacy commitment

STFF emails are CCPA and privacy compliant. Bizrate Insights will not store, rent, sell, or use customer email addresses for any purpose other than sending survey invitations — email addresses are deleted and destroyed after the invitations are sent.