Shopzilla Solutions

Buyer Survey

The buyer survey comes in two parts – the point of sale survey, which collects feedback from customers that buy from your store, and the fulfilment survey, which follows up after goods have been delivered.

Respondents who complete both parts of the survey can choose to be entered into a cash prize draw, paid by Shopzilla, to encourage participation.

The surveys both include a number of questions addressing different areas of your business. All but three of the questions are optional, to minimise survey drop-off. These three questions measure:

• Overall Satisfaction
• Likelihood to Buy Again
• Likelihood to Recommend

These are the key loyalty metrics that can most impact your bottom line, and provide the best way of measuring any changes or improvements over time.

Point of Sale Survey

The point of sale survey is delivered to the customer with a browser pop-up after a purchase is completed on your website.  As well as the key metrics outlined above, the point of sale survey also gathers data on:

• Marketing
• Merchandising
• Usability
• Demographics/Firmographics

It also includes one open question where customers can leave comments of their own, giving you qualitative data above and beyond the statistics. Responses to this question can be emailed to you in real time, so you or your customer service staff can reply to the customer directly.

Fulfilment Survey

The fulfilment survey is sent to the customer by email after the goods have been delivered. This gives the customer a chance to rate aspects of your business that would not be apparent at the ordering stage. The three key loyalty questions are asked again, with further questions covering:

• Delivery
• Product Satisfaction
• Customer Support

All data from both surveys is gathered and collated by Shopzilla, and delivered to you in the form of reports by email, or available online at any time on our Business Services website.