Jimmy Jazz reaches new heights

Jimmy Jazz is lookin’ fresh with their new Bizrate Customer Certified status.

Why not keep up with the latest emerging trend and showcase your customers’ thoughts on Jimmy Jazz using the Bizrate Insights Testimonials Widget.

Follow these simple steps to build your widget to share the buzz.

Want to take a peek of the reviews given from your customers?……..

See more ratings for JimmyJazz.com at Bizrate.com
Brought to you by Bizrate Insights

Look who’s Bizrate Customer Certified

Congratulations to Shari’s Berries for becoming Bizrate Customer Certified on August 7th! Shari’s Berries demonstrated a consistent commitment to customer satisfaction, as rated by their own customers.

Take advantage of your newly acquired customer certified status and showcase the comments that customers make about their shopping experience on Shari’s Berries using the Bizrate Insights Testimonials Widget.

Wouldn’t you love to display your comments? It is easy to use, just follow these simple steps to build your widget.

Checkout what customers are saying …

See more ratings for Shari’s Berries at Bizrate.com
Brought to you by Bizrate Insights

Merchants Newly Customer Certified

Congratulations to our merchants who achieved the status of customer certified from July 18th through July 31st!

This unique medal has been bestowed by their customers as a response to excellent customer care!

Getting started on the road to certification is easy, check it out!

Customer Certified Medal

Newly customer certified merchants – Week ending July 17th

Congratulations to this weeks newly Customer Certified Merchants!

This unique medal has been bestowed by their customers as a response to excellent customer care!

Getting started on the road to certification is easy, check it out!

Customer Certified Medal

This weeks newly Customer Certified merchants!

Congratulations to this weeks newly Customer Certified Merchants!

This unique medal has been bestowed by your customers as a response to your excellent customer care!

Getting started on the road to certification is easy, check it out!

Customer Certified Medal

Manage Bizrate Insights Consumer Feedback Subscriptions

The Bizrate Insights Subscription Management Center is available for retailers to:

 

  • Sign up to receive ratings and reviews collected via our Buyers Surveys and Abandonment Surveys including:
  • Edit the recipients list for each of these reports; and
  • View sample reports

To access this area, log-in to our Business Services site at merchant.shopzilla.com and click on the Subscription Management Center link located within the Customer Feedback & Ratings tab (see below).

Customer Feedback & Ratings

Site Abandonment Survey Code

Welcome to the Bizrate Site Abandonment Survey

The Site Abandonment Survey is a customer experience and feedback tool that allows retailers to hear from visitors who do not purchase. The survey code generates an invitation to provide feedback upon completion of the visit at all non-buying stages of the shopping process to help retailers better understand its site visitors and prospective buyers. Become empowered with invaluable answers from three Site Abandonment surveys with one simple JavaScript code. Please note that while you may contact customers regarding their survey responses, using email addresses collected from the survey for marketing purposes is strictly prohibited.

This one code yields three Site Abandonment exit surveys:

  • a ‘visitor abandonment survey’ for visitors who don’t use the shopping cart and exit the site;
  • a ‘cart abandonment survey’ for visitors who leave your site after engaging the shopping cart; and
  • a ‘checkout abandonment survey‘ for visitors who start the checkout process, but do not complete it.

In short, over 50 years of collective customer feedback experience, ranging from ecommerce to retail to traditional market research, has gone into the creation of our comprehensive suite of Buyer and Site Abandonment insights products. With our offering, Bizrate sparks a dialog between retailers and consumers in a way that is measurable and leads to insights, as well as a powerful action-oriented ‘to do’ list, helping you grow your ecommerce business and secure customer loyalty. [Read more...]

bizrate insights FAQs

bizrate® insights Buyer’s Point-of-Sale Code


Can I customize the point-of-sale invitation?

There are several standard (free) versions of the point-of-sale invitation available. If a retailer prefers that the invitation have its own look and feel, or one that is merely different from what bizrate offers, then retailers can create their own graphic for the invitation if it conforms to the size specifications of 500 x 455 pixels, functionally indicates an acceptance of the invitation with a click, and is approved by bizrate insights. (Fee applies.)
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Do popup blockers prevent the survey invitation from rendering?

If a pop-up blocker is present on a consumers’ computer, then bizrate’s buyers’ survey invitation will render in a DHTML format (a pop-in). No change to the code needs to be made by retailers for this functionality; it is already built into bizrate’s code.
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Can I customize bizrate’s code?

bizrate® insights does not condone nor support customization of the buyers’ survey code beyond what is provided by bizrate. Requests for customizations should be submitted to bizrate through a bizrate insights account manager or bizrateinsights@bizrate.com.
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Can I customize the survey?

YES! Custom questions and custom formatting can be added to the standard survey as paid services. Please contact your bizrate insights account manager or email us at bizrateinsights@bizrate.com.
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Can I get custom reports and benchmark?

YES! We offer custom reports to meet each retailer’s needs which are emailed at regular intervals or the data can be directly accessed to create custom reports in our AccuRate cross-tabulation reportal. Both of these services are offered for fees.

Retailers may also purchase the ability to choose retailers for a custom benchmark (i.e. direct competitors, best of breed, etc) and add this to custom reports (for fees).

Please contact your bizrate insights account manager or email us at bizrateinsights@bizrate.com.
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How does the standard order fulfillment invitation email look?

Three days after a consumer has indicated (on the point-of-sale survey) that they expect to receive their order, bizrate emails the consumer an invitation to take a short survey about order receipt. The subject line for this email is “Shipping Verification – Response Requested”. If the consumer does not respond to this invitation, then 5 days later, bizrate issues one emailed reminder with the subject line of “Shipping Verification Reminder – Response Requested”.

Initial invitation to take an order receipt survey Reminder invitation to take an order receipt survey

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Customer service requests with respect to the surveys

We are happy to manage questions that originate from consumers as well as retailers. Consumer inquiries can be forwarded to help@bizrate.com. This email address may also be made available directly to consumers.
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Do you have a similar set of services for visitors who don’t purchase?

YES! We provide free standard Abandonment surveys and accompanying reports, as well as paid customizations.
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Survey system supported browsers

Bizrate’s buyers’ invitation and survey work with the following browsers:

PC MAC
IE 8.0 and above IE 8.0 and above
FireFox 3.5 and above FireFox 3.5 and above
Chrome 5.1 and above Chrome 5.1 and above
Safari 5.0 and above Safari 5.0 and above

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Security concerns

All calls from secure receipt pages (https) are made secure (SSL). All calls from non-secure receipt pages are made non-secure.
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5.11 Contact us

Do you still have questions? Would you like to setup a meeting to review?

Then please contact your bizrate® insights account manager or email us at bizrateinsights@bizrate.com.

 

bizrate® insights is a division of Shopzilla, Inc., which is a wholly owned subsidiary of Scripps Networks, Inc. Shopzilla is located at:

12200 West Olympic Blvd
Suite 300
Los Angeles, CA 90064
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Buyers’ Point-of-Sale Code

Welcome to the Bizrate Buyer Survey

The Bizrate Buyer Survey is a customer feedback and seller ratings collection tool that allows you to hear from your buyers throughout all parts of the buying experience.  The survey is comprised of two parts, the first of which is offered immediately after purchase, and the second after expected order receipt. By utilizing the Bizrate Buyer Survey, you are empowered with invaluable answers about the entire purchase and order receipt experience, while also collecting marketable seller ratings. Our tools even allow you to contact your customers about their buying experience (note: you may contact customers regarding their survey feedback, but using email addresses collected from the survey for marketing purposes is strictly prohibited). Getting started takes just a few minutes with the implementation of one small piece of JavaScript code.

1.2 The composition of the Bizrate Buyer Survey

The first half of the Buyer Survey, offered at the Point-of-Sale, is a code that is placed on the order confirmation page only, and is used to generate an invitation for the customer to provide feedback. The current standard invitation size is 500 x 455 pixels, contains your logo, the Bizrate logo, survey invitation text related to the incentive(s) offered, and is branded in the Bizrate color scheme. The invitation can be accepted, or closed, with one click. (Note: Invitation sizes may change to increase response rates.)

Upon acceptance of the invitation, the survey opens in a new window or tab, depending on the browser settings. The example below is in the actual size of 500 x 455 pixels:

Bizrate’s standard code allows you to supplement customer ratings and reviews by passing additional information regarding the order in to the code. This additional product and order data, when combined with survey responses, allows you to understand the details of the customer experience, as it differs based on products purchased, while providing additional detail to customer profiles and helping to improve customer service. Furthermore, by passing data through the survey, this holistic picture of the customers’ experience is rendered without requiring the customer to answer additional questions. Taking advantage of the full set of pass-in options may also qualify you to receive respondent-level data each month.

 

2.0 Implementation

2.1 Technical overview

The implementation of the Buyer Survey invitation code is simple.  Section 2.0 instructs the setup of a JavaScript code that should be placed on the receipt or order confirmation page only.

When the receipt, or order confirmation, page loads, this JavaScript code calls Bizrate’s survey invitation system servers to present a survey invitation that is specific to the associated website and accompanying Bizrate account settings.

You may choose to pass-in additional data from your site, as described in Section 2.3. If you do not wish to utilize all of the pass-in options available in the code at this time, then the code in Section 2.4 can simply be left as-is. If you choose to take advantage of the supplemental code and features in the future, then all that is required is an update to the passed-in parameters.

2.2 Getting your Merchant ID (MID)

The MID for an account is each site’s unique identifier in our system.  The MID is used in Bizrate’s Buyer Survey code to customize the invitation and survey experience according to the account’s settings.  It is critical that the correct MID be used in the survey code.  Please visit our website to learn how to get started. If you already have an account, but do not know the MID for your site, then we can help locate your MID.  Please note that your MID may already have been included in the code below.

2.3 Value Pass-in Data

The Buyer Survey’s code is capable of accepting passed-in alpha-numeric values, such as order ID, and “attaching” this data to survey responses.

Supplemental pass-in data provides you with a more holistic picture of the customer and allows you to gather product-level insights (what they bought that resulted in the ratings and reviews given on the survey). It also makes this data easily accessible for Customer Service, who may want to respond to a customer’s ratings and reviews directly. Please note that while you may contact customers regarding their survey response, using email addresses collected from the survey for marketing purposes is strictly prohibited.

To pass standard data to Bizrate, include all desired values within that corresponding line of code found in Section 2.4 below. You may need to write a snippet of code for each variable that you want to pass-in to call that information from another location on your page and populate it within the survey code. The section below explains where to populate the pass-in variables within the code.

Standard pass-in data for the Buyer Survey

  1. orderId: Pass the order number using the following line of code in Section 2.4: var orderId=insert your value or code here;   (Note: unless URL-encoded, this value may not include special characters.)
  2. cartTotal: Pass the total amount spent (in dollars) using the following line of code in Section 2.4: var cartTotal=insert your value or code here; (Note: cartTotal is a numeric field.  Do not include alpha/special characters, such as $, or the data will not be accepted.)
  3. billingZipCode:  Pass the billing zip code using the following line of code in Section 2.4: var billingZipCode=insert your value or code here;
  4. Product Data pass-in Product Set:
    1. URL: Pass the full web address (URL) for each product purchased using the following line of code in Section 2.4: URL=insert your value or code here^  The product URL should be the full URL, including domain name.  Please see examples below: 

                                       i.      Correct URL pass-in: http://www.merchant.com/product_ID_1234.  

                                       ii.      Incorrect URL pass-in: /product_ID_1234.

    1. Product SKU: Pass the product SKU (the unique Stock Keeping Unit or identifier) using the following line of code in Section 2.4: SKU=insert your value or code here^
    2. (Note: you must use the same “SKU” value that is used in your site’s product feed.)

    3. GTIN: Pass the unique Global Trade Item Number (GTIN), inclusive of EAN, UPC, or ISBN, using the following line of code in Section 2.4: GTIN=insert your value or code here^ More information about GTIN can be found here.
    4. Product Price: Pass the price paid for the product using the following line of code in Section 2.4: PRICE=insert your value or code here|

(Note: Utilize all four Product Data pass-in values in a Product Set per product purchased.  Up to 5 products per order may be passed, separated by pipes “|”; if multiples of the same item are purchased, then pass each in a separate Product Set.)

2.4 Code template for the order confirmation page

Copy and paste the JavaScript code below to your website’s receipt or confirmation page. If your Merchant ID is not included in the code below, then replace the placeholder for MID, including brackets [], with your MID.

This code template contains all standard pass-in data as described in section 2.3. The appropriate data must be dynamically placed into the corresponding values upon load of the page in order to pass to Bizrate for reporting. The values need to fall between the equals-sign (=) and the caret (^) or single quote (‘). In the code below, the pass-in lines are “commented out” (i.e. ignored) using “//”; remove these “//” for the lines that you wish to include.




(Note: if you decide not to use any, or all, pass-in data, then leave the entire code intact with blanks as shown for data not being passed.)

Clarification for usage of single quote for pass-in variables like orderId, cartTotal, billingZipCode:

  1. If you are passing-in the actual value, then that value must be enclosed in single quotes.  For example: var orderID = ‘ID23456’; In this case, ‘ID23456’ is the actual Order #, so it must be enclosed in single quotes.
  2. If you are passing-in a variable that then calls the actual value, then single quotes cannot be used around that variable.  For example: var orderID = call_OrderID; In this case, call_OrderID is a variable calling the actual value, such as ID23456, from elsewhere, so single quotes may not be used.

 

3.0 Quality assurance

Once the code setup is complete, it is important to confirm that the implementation was successful.

  1. Place a test order from the site with actual product(s); this can be done in a test environment.
  2. The survey invitation should appear on top of the order confirmation page.  If the pop-up invitation is blocked due to a pop-up blocker, then a DHTML layer invitation is rendered with the same design.
  3. When the invitation is clicked, the Bizrate Buyer survey should open in a separate window or in a separate tab, depending on your browser settings.
  4. Take a test survey to confirm that data is collecting.

    (Note: The survey is live and test surveys will be recorded in our system. For test surveys, include only an email address and a general comment (i.e. test comment) and do not take more surveys than necessary. If you want Bizrate Insights to confirm that data is collecting, then you must take the survey and contact us or your Account Manager directly.)

Here is an example of a Bizrate Survey invitation seen with a successful implementation:

If your test order experience was not in alignment with the example above, then there may be a problem with your implementation.  Please review the following common errors to troubleshoot the problem.

3.1 The most common errors and solutions:

  1. The invitation does not appear.
    1. Check that the retailer’s MID was placed in the code, including the removal of the brackets [].
    2. If the MID and bracket removal are correct, then there may be conflicting script on the page. Try moving Bizrate’s code to the top of the page body (within the body tags).
  2. The invitation reads “this online store” instead of the retailer’s name and logo.
      1. Check that the correct MID was placed in the code, including the removal of the brackets [].  See Section 2.2 for instructions to get your MID. If you don’t know your login information, then please click on the “forgot your password” link on the login page.
      2. Check that your site name was entered and logo was uploaded when the Shopzilla account was created.  Login to the merchant site at http://merchant.shopzilla.com to check the name and logo; update if necessary.  If you do not have a login and password, the please contact us.
  3. A different site’s name and logo are appearing on the survey invitation.
      1. An incorrect MID has been included in the code.  Fix immediately.  See Section 2.2 for instructions to get your MID. If you don’t know your login information, then please click on the “forgot your password” link on the login page.
  4. The site’s name appears in the invitation, but not the logo.
      1. Each site must provide Bizrate with the two logos to be used: one in the invitation and one in the surveys. Please visit our website to see logo specifications and learn how to upload your logo.
  5. The invitation renders properly, but it does not look like the example above.
      1. There are several standard designs for the invitation that have been optimized to gain the highest invitation acceptance rates.  For example:

“Reward” invitation – This invitation has the highest survey response rate.

“Value” invitation – This invitation has the second highest survey response rate.

“Sweepstakes only” invitation – This invitation has the third highest survey response rate.

To learn about other invitation incentive options, please contact your Bizrate Insights Account Manager, or bizrateinsights@bizrate.com.

6.  Only part of the invitation renders properly (it may look like your site covers it in some places).

  1. In order for the survey invitation to appear on the top layer of your page, we have set our Z Index to 999,999; your site should use layer levels of 999,998 or lower to ensure proper appearance. This is described in further detail in section 4.4.

If you have questions, or experience implementation issues, then please review the FAQ section on the Bizrate Insights website (www.bizrateinsights.com/faq). If the FAQs do not answer your question(s), then please contact your Bizrate Insights Account Manager or email us at bizrateinsights@bizrate.com.  Please be sure to include the source code for your entire order confirmation page as a text (.txt) attachment along with screenshots.

4.0 Optional Settings

4.1 Invitation positioning setup

The survey invitation defaults to the center of the browser window. This parameter can be set to position the survey invitation elsewhere in the shopper’s screen by modifying the coordinates in passin_x and passin_y to any desired integer. The coordinates for passin_x and passin_y control the positioning of the top-left corner of the invitation window.

If the pop-up invitation is blocked due to a pop-up blocker, then a DHTML invitation is rendered as a layer using the X and Y positions calculated in pixels. The positioning for a pop-up is measured from the upper-left of the screen; the positioning for DHTML is measured by the upper-left of the containing window. (Note: the variables for passin_x and passin_y will not work when the survey invitation is offered as static or inline.)

4.2 Serving the invitation: pop-up versus embedded

The survey invitation is a 500 x 455 pop-up by default that automatically converts to a DHTML layer in the presence of a pop-up blocker.  To change the serving of the invitation to a static, embedded (inline) presentation, or a DHTML presentation at all times, you must request this change via Bizrate; you do not need to change or adapt the code in any way.

For an embedded presentation, you must place the code on the page in the exact location in which you want the invitation image to appear, which should always remain above the fold with at least 500 x 455 pixels of clean real estate for the invitation to render.  (Note: embedded survey invitations typically reduce consumer response rates dramatically by about 50-67%).

4.3 Percentage based serving

If you wish to have the Bizrate survey invitation be offered to less than 100% of orders, then please contact your Bizrate account manager or bizrateinsights@bizrate.com to request additional code and implementation instructions.

If there are other settings that you would like to request, then please contact your Bizrate Insights Account Manager or email us at bizrateinsights@bizrate.com.

4.4 Z Index Configuration

If an existing layer covers the Bizrate survey invitation, preventing proper display or complete display of the invitation, then the Z Index of the survey invitation may be increased to render the invitation as the top layer of content on the page.  As with all values replaced in this script, the value must be followed by a semicolon to prevent a JavaScript error.

Note: the Z Index value may not be set lower than the default of 999,999.

 

5.0 Support Information

5.1 Survey system supported browsers
Bizrate’s Buyer Survey invitation and survey work with the following browsers:

PC MAC
IE 8.0 and above IE 8.0 and above
FireFox 3.5 and above FireFox 3.5 and above
Chrome 5.1 and above Chrome 5.1 and above
Safari 5.0 and above Safari 5.0 and above

5.2 Security concerns

The code in this document utilizes https to ensure that all calls from secure receipt pages (https) are made secure (SSL). If your order receipt or confirmation page is not secure, then remove the “s” for a non-secure http call.

5.3 Contact us

Do you still have questions?

If you have questions or experience issues, then please review the FAQ section on the Bizrate Insights website (www.bizrateinsights.com/faq).

Would you like to setup a meeting to review?
Then please contact your Bizrate® Insights account manager or email us bizrateinsights@bizrate.com.

Click here to download the Buyers Survey implementation documentation in PDF format.