Our goal is to create a community in which shoppers can easily communicate with retailers in a way that is measurable and leads to action, helping retailers grow their ecommerce business.
Why Should You Care?
The Bizrate Consumer Insights programme is all about helping retailers improve the shopping experience on their websites. We do this by enabling our retail clients to collect customer feedback and measure customer service and satisfaction levels, and by providing a suite of reports and analysis that makes improvements easily measurable. Participation in the programme can also increase the prominence of your product listings in Shopzilla’s Marketplace search results.
As we are reliant on the success of our retailers, the Bizrate Consumer Insights programme is entirely free to any retailer of any size.
Additional paid options are available for those who require further customisation, but these are in no way necessary to reap the benefits of the Insights programme.
What is Involved?
The Consumer Insights programme works by offering your customers the chance to complete a quick survey on the buying experience. This can be broken down into two approaches: the buyer surveys (collecting feedback from those visitors that make a purchase), and the non-buyer survey (from visitors that do not buy).
Buyer Surveys
- Survey offered after checkout, and second survey after receipt of goods
- Gathers key loyalty metrics – overall satisfaction, likelihood to buy again, likelihood to recommend
- Also collates data on site usability, demographics, merchandising, customer service and delivery
- Collects open comments and passes them on to you by email and in reports
Non-Buyer Survey
- Survey offered after visitors leave your site without buying
- Specific questions depending whether the visitor browsed and left, abandoned the cart without purchasing, or abandoned during checkout process
- Collects open comments and passes them on to you by email and in reports
Do you know why people are leaving your site without buying? Or why others regularly return to make multiple purchases? Shopzilla’s Consumer Insights programme can answer these questions and many more, and give you a new perspective on your current and potential customers.
You can choose the placement of the invite and frequency of the non-buyer survey, plus the percentage of your traffic that they get offered to. Each month, you’ll get a roll-up report of the months findings, and be able to compare your buyer survey scores with the scores of a customisable group of competitors.
We offer this service for free because it benefits everyone involved – shoppers love to share their experiences and help out fellow users; retailers get to know more about their customers and identify areas for improvement; and at Shopzilla, we get to build trust and engagement with both of these groups.
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