Shopzilla Solutions

Reporting and Analysis

By offering the buyer and non-buyer surveys to your customers, you can quickly build up a very large amount of data in a number of different areas – your customers’ buying behaviour, your website’s strengths and weaknesses, the effectiveness of your marketing campaigns – but what use is that data if you can’t effectively manage it, understand its implications and turn it into an actionable plan to improve your business?

Our Consumer Insights programme is not just about collecting information. It’s also about presenting that information to you in a useful way, and making sure you can access it without having to set aside lots of extra resources.

Vital Mail

Vital Mail is your daily update, an email report delivered direct to your inbox. This provides performance metrics on the key dimensions and compares them against the two previous weeks. A sampling of customer comments from the point of sale and fulfillment surveys are also included.

Executive Summary Report

The Executive Summary report is your monthly or quarterly snapshot of all scores, summarising all key metrics. It clearly indicates strengths and weaknesses in key areas that drive repurchase, and allows for month-over-month and year-over-year analysis. It also directly compares your scores with those of a selection of high-scoring stores in your department, allowing you to benchmark your performance against best-of-breed competitors.

Comment Classifier

The Comment Classifier is a free respondent level file that includes all customers’ open comments, their own categorisation of the tone those comments (positive, negative, neutral), as well as order number and timestamp (with the customer’s permission).

Quick Response

Quick Response forwards all customer comments to by email, in real time. This can be a massive boost to customer services, as you just need to click reply to send your response directly to the customer, helping you to sort problems or close the sale.

Vital Signs

Aside from the reports delivered directly to you by email, you also have access to Vital Signs, a password-protected, web-based application that provides twenty-four hour access to survey results and comments with a rolling 30 days of data.