This is a BIG move: We’ve made a game-changing enhancement by including our powerful Site Abandonment Survey in ALL Bizrate Insights plans — from the free Growth tier to the customized Enterprise solution. 

Site Abandonment — also known as Site Intercept — provides invaluable insights into why customers leave ecommerce sites without making a purchase, helping you reduce abandonment rates and boost conversions.

Site Abandonment vs. Cart Abandonment: What’s the Difference and Why Does It Matter?

Site abandonment happens when a visitor leaves a website without taking any action. It’s a broader concept than cart abandonment, which specifically applies to the point at which customers add items to their shopping cart but leave without completing the sale.

While cart abandonment focuses on the final stage of the purchasing process, site abandonment can happen at any time in the customer journey. Understanding why customers are leaving your site will quickly help you determine whether any issues (such as poor navigation, lack of product information, or technical problems) are consistently driving them away.

Key Features and Benefits

Bizrate Insights’ site abandonment solution offers some impressive advantages as you look to turn site window shoppers into long-term, loyal customers:

• TrueExit™ Technology — Engages desktop shoppers about to exit your site with a pop-up alert. For mobile devices, we use metrics such as time on site and scroll percentage to trigger timely survey alerts.
• Real-time notifications — Get feedback alerts from customers who have bounced so you can reach out and save the sale.
• Opt-in marketing list growth — Expand your email subscriber base by capturing potential customers at the point of exit.
• VitalSigns reporting — Analyzes survey data and presents actionable insights.

Understanding Site Abandonment Through VitalSigns

The Bizrate Insights VitalSigns dashboard offers a comprehensive view of site abandonment metrics, giving you a clear picture of customer behavior and preferences. Here are some key insights available:

Overall Satisfaction, Likelihood to Recommend, and Likelihood to Visit Again Dashboard

These scores provide a quick snapshot of customer sentiment and potential for future engagement, allowing you to track your performance over time and make data-driven improvements.

Explore the visitor journey through points of abandonment 

Our dashboard shows the percentage of customers who abandoned at different stages, such as:

• Placed items in their cart
• Looked around or browsed
• Started but didn’t finish checkout

This breakdown helps identify where in the customer journey most abandonment occurs, allowing for targeted improvements. By understanding these pain points, you can reduce the number of lost sales.

Real Customer Feedback

Insights at a glance: Visit Intent, Comment Tone Summary, and Future Purchase Intent

Visit Intent — Gain insights into the main reasons customers visit your site, such as browsing with a specific item in mind or intending to make a purchase. This helps you understand customer motivations and tailor your site experience, potentially increasing your conversion rates and customer satisfaction.

Comment Tone Summary — Your dashboard provides a visual representation of customer comment tones, categorizing them as positive, neutral, mixed, or negative. This feature allows you to quickly analyze sentiment in customer feedback, enabling you to identify trends and address issues promptly.

Future Purchase Intent — You’ll receive data on where customers plan to make their purchase, including options like:

• Another website
• The company’s physical store
• Returning to the company’s website

This information helps you understand your competitive position and the potential for omnichannel sales.

Visit Frequency and Device Distribution — Access metrics on the proportion of new versus repeat visitors and the distribution of visits across desktop, tablet, and mobile devices. These insights help you optimize your site for different devices and understand customer loyalty. 

Net Promoter Score (NPS) Comparison: Buyers vs. Abandoners

VitalSigns offers robust NPS analytics. That includes the ability to compare NPS between customers who complete purchases and those who abandon your site:

• Comprehensive insights — Understand brand perception across the entire customer journey.
• Identify barriers — Pinpoint factors preventing purchases by comparing NPS differences.
• Track progress — Monitor NPS changes over time to measure the impact of site improvements.

By comparing NPS data from the Online Buyer Survey and Site Abandonment Survey, you gain a unique perspective on your brand perception.

Ultimately, all of this enables you to create more targeted marketing campaigns, improve conversion rates, and enhance the overall user experience.

Site Abandonment Benefits Are Now Available Across EVERY Plan

With the Site Abandonment Survey included in all plans, you can:

1. Identify specific pain points in the customer journey
2. Understand customer motivations and preferences
3. Optimize site design and functionality based on device usage
4. Tailor marketing strategies to address abandonment issues
5. Improve overall customer satisfaction and likelihood of return visits

Plus, if you happen to be on a free Growth plan, you can benefit even more by upgrading to higher tiers. They offer additional advanced analytics and customization options:

• Advanced — Adds features like sentiment analysis and real-time alerts
• Pro — Includes year-over-year data tracking and expanded customization
• Enterprise — Offers 1:1 meetings with our insights teams and access to our proprietary panel data

Our higher-tier plans let you ask custom, brand-specific questions, further enhancing the depth of insights available. Read more about each paid subscription option here.

Dive Into Your Site Abandonment Metrics Today

Whether you’re a small startup or a large enterprise, these insights can help reduce abandonment rates, improve customer satisfaction, and drive growth.

Let Us Give You a One-On-One Walkthrough

Our comprehensive suite of tools can transform your ecommerce business. Book a demo or request information today, and our team will be in touch to demonstrate how we can help you harness customer insights to drive revenue growth and build lasting customer relationships.