/ customer journey intelligence

Capture the gaps.
Close the loops. Convert more.

Track satisfaction across all digital and physical touchpoints. With Bizrate Insights, you don’t just see part of the journey. You see the full picture and have the insights to improve it.

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See our plans

/ customer journey highlights

Your Customer Experience—Fully Mapped

From checkout to curbside, every touchpoint matters. Bizrate Insights gives you the data to understand what’s going right and where customers are getting stuck.

overview - by feature - Customer Journey Intellegence (1)

Get the Full Picture of the Customer Journey

Capture feedback everywhere—at checkout, post-delivery, and even from visitors who never made a purchase. This 360° view helps you understand what’s working, what’s not, and where opportunities are being lost.

Insights Across Every Channel and Touchpoint

Measure online and offline moments in one unified view. Bizrate Insights ties together all your customer experiences to uncover inconsistencies and strengthen brand trust.

Actionable Feedback That Fuels Growth

Fix friction, amplify what works, and keep improving. By aligning feedback with each stage of the journey, you can pinpoint pain points and moments of delight. And with data always coming in, you can continuously adapt.

Insights From Website Visitors Drives More New Business at Orvis

Reducing Site Abandonment with Better CX

Orvis used Bizrate Insights’ Site Abandonment solution to engage customers as they left. This allowed them to gather actionable insights, which led to changes that reduced the number of abandoners and improved the online shopping experience.

Enhancing the Customer Experience with VitalSigns

In their own words: “We can’t say enough good things about the VitalSigns™ dashboard… It’s incredibly easy to navigate and to narrow down the specific information that’s needed if executives or developers have a question about the customers' voice."

“Getting that big picture of the customer’s voice was incredibly important as we move toward improvements and re-platforming of our website.”

Jason Pafford, VoC and Communications Supervisor at Orvis

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/ what you get

See Every Step Through Your Customers' Eyes

Every interaction matters—from the first click to the final delivery. Bizrate Insights gives you the full picture. Understand what your customers love, what slows them down, and where to focus next to create smoother, more successful journeys.

Understand Every Step of the Journey

Capture feedback during pre-purchase, at-purchase, post-purchase, and even when a shopper leaves without buying. That means you’re not guessing where the experience broke down—you’re seeing the full picture.

From Checkout to Unboxing, Get into the Details

Survey your customers right after checkout to evaluate the online shopping experience and again after delivery to assess fulfillment and shipping. You’ll see exactly where expectations were met or missed with open-ended feedback.

Learn From the Ones Who Got Away

Site abandonment surveys capture feedback from users who leave before buying. Whether it’s unexpected costs, confusing UX, or delivery concerns, these insights help you fix friction points and win back potential customers.

Connect Online and Offline Touchpoints

Whether your shoppers choose curbside pickup, in-store pickup, or delivery, we tie together feedback from every channel. With. Bizrate Insights, you’ll know if the offline experience lives up to the online promise and where to make it better.

Target Improvements that Make the Biggest Impact

Map feedback at and fulfillment to see if customers love your product selection but stumble during checkout, or are raving about delivery but frustrated by support. With journey-specific insights, you can prioritize improvements where they matter most.

Optimize Every Step—Again and Again

Turn feedback into a continuous improvement loop with customer journey intelligence, not a one-and-done snapshot. Every fix you make gets reflected in the next round of feedback so you can build a brand known for responsiveness and reliability.

Optimize Merchandising and Improve Operations

Uncover performance gaps, inventory issues, and disruptions.

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Identify product trends and demand fluctuations using customer feedback.

Pinpoint stock issues before they impact sales.

Optimize inventory planning by aligning with real customer preferences.

Understand where orders are sourced to track site-level issues.

Track fulfillment problems using pass-through data.

/ customer success

Smarter journeys start here

“We've valued our six-plus-year partnership with Bizrate in helping monitor our customers' experiences across the shopping journey. The data and dashboards have been easy to use in understanding how we're benchmarking to competitors. We also have valued the team's responsiveness and willingness to work with us on adaptations for our specific business.”

Tyler England,

VP Customer Strategy & Insights, Overstock.com

/ more features

What Else Can You Unlock?

Customer Journey Intelligence is just the beginning. Unlock the full potential of your customer insights with features that fuel smarter decisions, stronger relationships, and bigger wins for your business.

Net Promoter Score (NPS)

Measure loyalty across every key touchpoint—then use those insights to boost satisfaction, retention, and revenue.

See how

Google Seller Rating Syndication

Turn real reviews into star power with automatic syndication that improves search visibility and builds customer trust.

See how

Expert Insights Analysis

Go beyond dashboards. Our analysts turn your data into clear, customized strategies that drive measurable improvement.

See how

Competitor Benchmarking

Know exactly where you stand. Compare your performance against industry leaders and set smarter goals that keep you competitive.

See how

Unlimited Data Collection

Collect as much feedback as you need—no caps, no surprises. More data, better insights, and decisions you can trust.

See how

/ customer journey resources

Relevant resources

/ start improving today

Optimize the journey. Build real loyalty.

Customer journeys don’t end at checkout—and neither should your insights. With Bizrate Insights, pinpoint where customers drop off, what keeps them coming back, and create experiences that build long-term loyalty.

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Get started

/ faqs

Frequently asked questions

Find answers to some common questions about Bizrate Insights and our products

What is Customer Journey Intelligence?

Customer Journey Intelligence is the practice of collecting end-to-end feedback across all pre-purchase, during-purchase, and post-purchase touchpoints—many online and offline—to reveal specific friction points and moments of delight.

It moves beyond a single-moment survey to provide a complete, holistic view of the customer experience.

The unified data reveals high-impact fixes by mapping customer sentiment to specific journey stages.

How do you capture abandonment intent pre‑purchase?

We capture pre-purchase abandonment intent through exit-intent prompts and custom prompts (e.g., TrueExit) that ask visitors why they are leaving your site so you can identify and fix specific blockers fast.

This insight provides the "why" behind bounce rates that traditional analytics can't offer.

You gain specific details about issues like shipping costs, product discovery, or trust concerns before the user leaves.

Can I measure fulfillment quality?

Yes, you can measure fulfillment quality using post-delivery surveys to capture feedback on key metrics like shipping speed, order accuracy, product packaging quality, and the returns experience.

This data allows you to hold carriers and logistics partners accountable with verified customer scores.

It provides the necessary signal to optimize your warehouse or fulfillment operations.

Does this connect online and offline channels?

Yes, our unified journey view connects digital and physical touchpoints, including online checkout, Buy Online Pickup In-Store (BOPIS), and delivery services into one cohesive reporting structure.

This allows you to track consistency and friction across all of your omnichannel services.

You get a single source of truth for customer experience, no matter the interaction point.

How does this drive improvement?

Customer Journey Intelligence drives improvement by identifying high-impact fixes at every stage so you can prioritize efforts that measurably improve customer satisfaction and conversion rates.

The system connects sentiment to specific touchpoints, providing a clear prioritization roadmap based on customer pain points.

You can focus on high-leverage fixes (e.g., in checkout or fulfillment) that deliver the greatest lift in satisfaction and loyalty.

This stage-by-stage view helps align cross-functional teams on the single most critical problem to solve next.

Capture the gaps.
Close the loops. Convert more.

Your Customer Experience—Fully Mapped

Get the Full Picture of the Customer Journey