Site Abandonment Survey Code

by Hayley Silver • ,

Welcome to the Bizrate Site Abandonment Survey

Updated: June 2015

The Site Abandonment Survey is a customer experience and feedback tool that allows retailers to hear from visitors who do not purchase. The survey code generates an invitation to provide feedback upon completion of the visit at all non-buying stages of the shopping process to help retailers better understand its site visitors and prospective buyers. Become empowered with invaluable answers from three Site Abandonment surveys with one simple JavaScript code. Please note that while you may contact customers regarding their survey responses, using email addresses collected from the survey for marketing purposes is strictly prohibited. This one code yields three Site Abandonment exit surveys:

  • a ‘visitor abandonment survey’ for visitors who don’t use the shopping cart and exit the site;
  • a ‘cart abandonment survey’ for visitors who leave your site after engaging the shopping cart; and
  • a ‘checkout abandonment survey‘ for visitors who start the checkout process, but do not complete it.

In short, over 50 years of collective customer feedback experience, ranging from ecommerce to retail to traditional market research, has gone into the creation of our comprehensive suite of Buyer and Site Abandonment insights products. With our offering, Bizrate sparks a dialog between retailers and consumers in a way that is measurable and leads to insights, as well as a powerful action-oriented ‘to do’ list, helping you grow your ecommerce business and secure customer loyalty.

How the survey code works

Bizrate POS Survey While shopping on your site, a customer may receive an invitation to take a survey at the conclusion of their visit. When the invitation is offered, the shopper can accept the invitation or decide not to provide feedback by clicking “no thanks” or closing the invitation. Upon acceptance, the survey then launches in a small window hidden behind your site so it does not distract from the shopping experience (note: individual browser settings may result in varied experiences). This way, when the shopper has completed their visit to your site, the survey will be awaiting them. After interacting with your site, the user will see the survey for completion. Once the survey is submitted, the information is recorded in conjunction with the survey responses. All standard questions are fixed within the survey (although optional to the consumer to answer) with an eye toward benchmarking once we reach critical mass. We also offer the option to purchase and add custom questions and custom reporting, as we offer with Bizrate’s Buyer survey. Please speak with your Bizrate Insights Account Manager or email bizrateinsights@bizrate.com to learn more about custom questions. Most importantly, Bizrate built this code so that it is not only easy to implement, but also so that most of the control is in your hands. You decide which pages the survey invitation may appear, how frequently it is served to the same visitor, what percent of your traffic will receive the invitation, and where the invitation renders on each page. Furthermore, you can pass us data on the backend to improve your ability to glean insights: referring URL, the page the invite is generated from, and customer/session/web analytics ID.

Technical welcome

The three Site Abandonment surveys are combined in one simple JavaScript code. This code should be placed on each page or template of your website where you would like the survey invitation to potentially launch. We strongly recommend placing the code on every page of your website except checkout (optional, you may place the code there) and the receipt or order confirmation page (where Bizrate’s Buyer Survey code resides). Please remember that you can use the optional settings reviewed in the Additional Settings section to change aspects of the invitation at the page or template level. Once a potential buyer enters a page of the website where the JavaScript code is active, a survey invitation, that is specific to your site and accompanying Bizrate account, is launched. If you are passing Bizrate any data on the back-end, then it will be passed through the code with the call to launch the survey invitation. However, none of this information is recorded at this point.

Technical overview

The implementation of the Site Abandonment Survey code is fairly simple. Setup with the default settings includes one line of JavaScript code and is explained in detail in the Code Setup section. There are several parameters of the survey invitation which can be changed at the page or template level if the default settings do not meet the needs of the business. These parameters include the position of the invitation on the webpage, the frequency that the invitation is offered to repeat visitors, the percentage of sessions the invitation will launch, and pass-in values, such as the page the invitation is generated from, the referring URL to your site, and a customer, session or web analytics ID. Step-by-step instructions to complete these enhancements can be found in the Additional Settings section. (Note: the Site Abandonment survey invitation should render at the top layer, above all other images on your site. We have set the Z Index of the invitation layer at 1,000,000. If your site uses layers at this level or higher, then please consider lowering your layers below 1,000,000. If this presents a problem, then contact us at bizrateinsights@bizrate.com to discuss a solution.)

Code setup

Implementing the default Site Abandonment Survey code is just one step. Copy and paste this piece of JavaScript code onto each page of your website that you would like the invitation to possibly appear. The code:

(Note: we recommend against putting the code on your checkout pages, but you may do so at your option; do not put the code on your receipt page, where Bizrate’s Buyer Survey code resides).

How to inactivate the survey invitation

If you do not want to offer a survey invitation on specific pages or templates of the website for periods of time, then you can set the Site Abandonment Survey code on those pages to inactive. Simply change the numeric value on the line of JavaScript code below from “1” to “0” to inactivate the invitation. The code will still reside on the webpage, but will not render a survey invitation. Example:

To inactivate the survey invitation (0) on the page, change this line of code:
(Note: removing the code from a webpage or template will render the same result as setting code to inactive.)

Default invitation settings

The following default settings are in place:

  • Standard invitation image with both logos used on Bizrate’s Buyer Survey invitation, your logo and Bizrate’s logo (please see below)
  • Invitation size: 300 x 250
  • Frequency cookie: 30 days (the same shopper should be presented with the survey invitation every 30 days, if cookies are on and not cleared)
  • Percent of traffic: 100% (all shoppers without the frequency cookie set should receive the invitation)
  • Position on page: the invitation defaults to a position 50 pixels from the top and 50 pixels from the left of the window
  • Pass-in values: none

These default settings may be changed; please see the ‘Optional Setup’ of the Site Abandonment Survey code in the Additional Setting section.

(Note: If the code is placed on any subdomain(s) except the standard www, then each Frequency Cookie will work independently of the main domain and subdomain(s). Example: A shopper visits the main domain ‘www.yourdomain.com’, then visits the subdomain ‘store.yourdomain.com’, both of which contain the survey code, then the shopper could receive an invitation at the main domain and the subdomain.)

Default Invitation image, size, & functionality

Site Abandonment InvitationThe default invitation size is 300 x 250. The invitation includes a “no thanks” close functionality on the bottom 15% of the invitation area. Clicking in this area will close the invitation without opening a survey. The top 85% of the invitation area, when clicked on, will open the survey hidden behind your website.

Default invitation size: 300 x 250 {width: 300, height 250, closeY: 229.5} (Note: Retailers can create their own graphic for the Site Abandonment invitation. The custom graphic must be approved by Bizrate Insights – fee applies.)

Quality assurance

Once the code setup is complete, it is important to check if the implementation was successful. If it was not successful, then please review the following common errors to troubleshoot the problem. This is what you should see with a successful implementation:

1: Generate a survey invitation from the retailer’s site by landing on a page where the code was implemented.

  • The survey invitation should render as a DHTML layer.
  • Upon acceptance of the invitation, the survey launches.

What if the invitation does not render or does not render properly? The most common errors and solutions:

1: The invitation does not render.

  • Check that the retailer’s MID was placed in the code, including the removal of the brackets [].
  • If the MID and bracket removal are correct, then there may be a conflicting script on the page. Try moving the code to the top of the page to remedy the issue or;
  • Clear your cookies to remove the frequency cookie.

2: The invitation reads “this online store” in lieu of the retailer’s name and logo.

  • Check that the correct MID was placed in the code, including the removal of the brackets [].

Note: The correct MID can be found in account related emails from Bizrate or at the bottom of the home page after logging in to merchant.bizrate.com. If you don’t know your login information, then please click on the “forgot your password” link at merchant.bizrate.com.

  • Check that the retailer’s name was properly entered into the account when it was created.

Note: The retailer’s name can be found in account related emails from Bizrate or on the home page after logging in to merchant.bizrate.com. If you don’t know your login information, then please click on the “forgot your password” link at merchant.bizrate.com.

3: A different retailer’s name and logo are appearing on the invitation.

  • The improper MID was placed in the code. Fix immediately.

Note: Not sure what the correct MID is? The correct MID can be found in account related emails from Bizrate or at the bottom of the home page after logging in to merchant.bizrate.com. If you don’t know your login information, then please click on the “forgot your password” link at merchant.bizrate.com.

4: The retailer’s name appears in the invitation, but not the logo.

  • Retailers provide Bizrate with the two logos used in the invitations and the surveys. Please upload your logos at merchant.bizrate.com. On the home page, go to Account Management tab and then Logo Manager. The specifications for the logos are:
  • Both logos must be a GIF image
  • Logo #1 max size: 110(w) x 28(h) pixels (Must be under 3k)
  • Logo #2 max size: 200(w) x 50(h) pixels (Must be under 5k)
  • A white background is preferred
  • No taglines or phone numbers are permitted
  • No animation is allowed

NOTE: It may take 24 – 48 hours for newly submitted logos to appear.

5: Part of the invitation renders, but not the entire invitation. It may look like the retailer’s site layers over it in places.

  • In order for the survey invitation to always be on top, we have set our Z Index to 1,000,000. We therefore recommend that retailers’ sites use layer levels of 999,999 or lower. If this is not possible, then please contact us to discuss alternate options at bizrateinsights@bizrate.com.

If you have questions or experience issues, search the FAQ section, or contact your Bizrate Account Manager for assistance and include your source code as a text (.txt) attachment.

Additional settings

Optional code can be added to each page above the default Site Abandonment Survey code to change the default parameters. You can specify the options at the page or template level or, if you have one set of parameters for multiple pages or templates, you can create a separate .js file for the parameters and include that file in each page or template.

Invitation position on page setup

This parameter sets the position of the survey invitation in the shopper’s window. The invitation is DHTML, therefore X and Y positions are calculated in pixels from the top-left corner. (Note: optional position settings should be included as additional JavaScript with the default Site Abandonment Survey code).

  • Values = Any integer (in pixels)
  • Default = The invitation defaults to a position of 50 x 50; 50 pixels from the top-left corner of the open window

Example: Position a survey invitation 100 pixels from the top-left corner of the open window for [MERCHANT NAME] (MID = [MID]):

Frequency cookie setup

The Frequency Cookie parameter (var br_frequency) determines how often, in days, a survey invitation is offered to the same individual shopper. For example, if you set the frequency to 7, then a cookie will be set such that repeat visitors will only see the Site Abandonment Survey invitation no less than* every 7 days regardless of their frequency of visiting your site. * This assumes that cookies are turned on and that the visitor does not clear their cookies. (Note: optional frequency cookie settings should be included as additional JavaScript with the default Site Abandonment Survey code).

  • Values = Any integer (in days)
  • Default = 30 days

Example: Set frequency to 7 for MID = [MID]:

Percent of traffic setup

The Percent of Traffic parameter (var br_percentage) determines the chance for a shopper to see a survey invitation on each page load. For example, if you set the percentage to 50, then the Site Abandonment Survey invitation will be shown on 50% of page loads. It should be noted that all other settings, such as the frequency cookie, still apply regardless of the percentage value. (Note: optional percent of traffic settings should be included as additional JavaScript with the default Site Abandonment Survey code.)

  • Values = 0 – 100
  • Default = 100 (percent)

Example: Set percentage of traffic to 50 for MID = [MID]:

Pass-in data setup

There are several standard pass-in values that can be utilized. Be sure to match the passed in value to the appropriate “Q” value listed below. (Note: optional pass-in data settings should be included as additional JavaScript with the default Site Abandonment Survey code. All pass-in data must be enclosed in single quotes ‘’ as shown below.) Pass-in data values: (Alphanumeric, with no spaces)

  • br_data[‘Q164’] = ‘Survey Invitation Page’;
  • br_data[‘Q165’] = ‘Referring URL’;
  • br_data[‘Q166’] = ‘Customer, session or web analytics ID’;
  • Default = No values are passed

(Note: you must initialize the br_data variable as shown below before setting any values.)

Below is an example that shows Q values to be passed through.

Examples: The survey invitation page is ‘Home’, the referring URL from which the customer arrived at your site is ‘http://www.google.com’, and the customer session ID is ‘111222333’ for MID = [MID]:

(Note: pass-in data is combined with the survey data in respondent level data files, which are available for purchase. Additional custom pass-in data can be added into the code and reported, which will incur a fee.)

Code template

Below is the code with all optional variables included that you can copy and paste to your pages or templates. This code contains all options previously discussed in the above sections with the default values. The first thing you need to do is replace the placeholder for MID, including brackets [ ], with your Bizrate MID. Then to customize this code for your site, all you need to do is replace the fields that you wish to set and leave the rest as is. If you need to register for a Bizrate MID or locate an existing account please visit here. (Note: All pass-in br_data must be enclosed in single quotes ‘enclose’ as shown below.)

If you have questions about reporting or experience issues, then please contact your Bizrate Account Manager or contact us for assistance.  

Survey system supported browsers

Bizrate’s Site Abandonment Survey invitation and survey work with the following browsers:

  • Chrome 18 and above
  • IE 8 and above
  • Firefox 24 and above
  • Safari 5 and above

This is not a popup

We’re only using DHTML layer technology to infuse a layer that will show our invitation on top of your content. This is NOT a popup and it is NOT in a separate window. It is therefore compliant with Google’s rules for your SEM and SEO marketing. Furthermore, the invitation will not be affected by popup blockers.  

DHTML layer troubleshooting

In order for the survey invitation to layer seamlessly at the top level on the site page, we have set our Z Index to 1,000,000. We therefore recommend that retailers’ sites use layer levels of 999,999 or lower. If this is not possible, then please contact us to discuss alternate options.  

Who to contact

If you have questions or experience issues, then please contact your Bizrate Account Manager or contact us for assistance and include your source code as a text (.txt) attachment.

 

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