2013 BIZRATE CIRCLE OF EXCELLENCE WINNERS ANNOUNCED

2013 BIZRATE CIRCLE OF EXCELLENCE WINNERS ANNOUNCED

Award Symbolizes Top Quality Customer Experience and Aids in Conversion

CUSTOMER RATINGS & REVIEWS, TRUST SYMBOLS ARE A DECIDING FACTOR IN MAKING PURCHASES ONLINE ACCORDING TO NEW SURVEY

LOS ANGELES – September 24, 2013 – Bizrate Insights, one of the largest sources of consumer-generated reviews of online retailers in the United States, announced the winners of its 14th annual Bizrate Circle of Excellence Award today. The award recognizes retailers that received outstanding online customer satisfaction ratings in each of seven key satisfaction indicators throughout a one-year period, as rated by their own, verified customers.

The 2013 Bizrate Circle of Excellence Award was earned by 133 online retailers, representing the top 2.6% of the Bizrate Insights North American Network. Among the award winners, 66 retailers received the highest distinction, the Platinum Award. The Bizrate Circle of Excellence Platinum Award is conferred to retailers that achieved winner status plus a score of at least 9.0 out of 10.0 in all seven key satisfaction indicators reviewed for the award.

“Earning the Bizrate Circle of Excellence Award signifies a retailer’s unwavering commitment to its customer’s satisfaction,” noted Bill Glass, CEO of Shopzilla, Inc., parent company to both Bizrate and Bizrate Insights. “Showcasing this award on-site broadcasts that the best online retail experience awaits shoppers, and research has shown that it can ultimately boost sales.”

“Our goal for retailers is to help them continually grow their business by making customer-centric improvements, while our goal for consumers is to help them identify retailers who will provide great online shopping experiences,” stated Hayley A. Silver, Vice President of Bizrate Insights. “Earning and showcasing this achievement does both. The Bizrate Circle of Excellence Award rewards those retailers who demonstrate the highest levels of customer satisfaction, while also signifying to shoppers that a store is trustworthy.”

The results of a study that Bizrate Insights conducted with over 5,000 verified online buyers demonstrates the importance of highlighting a retailer’s reputation through trust symbols and award vehicles like the Bizrate Circle of Excellence Award. The study shows that:

  • 50% utilized a trust symbol as a deciding factor in whether or not to purchase from a website
  • 75% read customer ratings and reviews about a website while considering a purchase
  • 48% clicked through on trust or security symbols to verify information
  • 41% look for online trust symbols when they are not familiar with the retailer

In addition, Bizrate Insights found that these trust symbols result in higher conversions for online retailers. For Sole Provisions, a two-time Circle of Excellence winner and purveyor of on-trend and comfortable footwear, including the award and Bizrate Customer Certified Medal in their marketing materials and website resulted in a 2.5% lift in conversion. “Positive customer feedback is rewarding on its own, but our ability to use that recognition to impact business is a win/win,” said Holden Nagelberg, CEO of Sole Provisions. “Incorporating the Bizrate Insights medals in all of our marketing communications has increased click-through rates from email, and conversion to purchase.”

 

Bizrate Circle of Excellence Satisfaction Indicators

Point of Sale metrics

Post Order Fulfillment metrics
  • Overall Satisfaction
  • Product Selection
  • On -Time Delivery
  • Ease of Finding
  • Repurchase Intent
  • Product Met Expectations
  • Customer Support
 

Winners must score statistically significantly higher that our Network average on all seven satisfaction indicators. Platinum Winners (*) must also score a 9.0 or above on all seven indicators. Customer feedback for the 2013 Award was collected August 2012 – July 2013.

 

The 2013 Bizrate Circle of Excellence winners are:

1A Auto * Lens.com *
247inktoner.com * LensDiscounters.com
A Cherry On Top * LovelySkin  *
Abt Electronics * MardiGrasOutlet.com *
Allivet MMAWarehouse.com
AllStarHealth.com Muir Skate *
American Musical Supply Music123
AmericanMuscle.com * Name Brand Golf Shirts Direct *
AppliancePartsPros.com * OptiContacts.com
Ariva Skin Care Paper and More! *
Austin Canoe & Kayak Parts Dr
B&H Photo * PartSelect.com *
Baby SuperMall * PersonalizationMall.com *
Backcountry.com Pestmall
Badge-A-Minit * PetGuys.com
Barnes & Noble.com PoolDawg *
Bath & Body Works * ProgressiveRC
BatteryMart.com  * ProTrainings *
BatterySharks PtouchDirect.com
BBCrafts.com PureFormulas
Beanilla Trading Company * Pyramyd Air *
Birthday Express QVC
Bobbi Brown Cosmetics RacingUSA.com *
Bodybuilding.com * Ralph Lauren
Bose * REI
Brighton * Replacements, Ltd.
CajunGrocer.com * Revival Animal Health
Carl’s Golfland Ringside Collectibles
Carousel Designs * Rocky Mountain ATV/MC *
Christianbook.com  * RPP Hobby
Claddagh Ring Store * SafetyGlassesUSA.com *
Clinique SaltWorks *
Concordia Supply  * San Francisco Salt Company *
Country N More Gifts * Sanuk *
CPO Dewalt Schneider Saddlery
CPO Milwaukee Skin1 *
Crucial.com * SmartPak Equine *
Crutchfield  * Smashbox Online
Cutlery and More, LLC Sole Provisions
Daddies Board Shop * Sonic Electronix
Dave and Adam’s Card World * South Smoke Shop
DermStore.com Steven Singer Jewelers *
Discount Contact Lenses Strings and Beyond
DiscountFilters.com * Superior Labels
DiscountFurnaceFilter.com * SuperMediaStore.com
Do It Yourself Pest Control Supplies Guys
Do My Own Pest Control * Tervis
Dogfunk The Gallery Collection
Drs. Foster and Smith The Hitch Store *
Dungarees.net * The Perfume Spot *
Easy Appliance Parts * The Spa Depot
etrailer.com * The Vitamin Shoppe
Fairytale Brownies ThinkGeek
FragranceX.com * Tillamook Country Smoker
FRSport.com * TireBuyer.com
HitchSource.com TireCrawler.com *
Holabird Sports TobaccoGeneral
iAllergy Total Home Care Supplies
Ink Technologies TruckSpring.com
Jake Wilson UGG Australia *
Jimmy Beans Wool UncommonGoods
Jo Malone  * Vermont Teddy Bear
Josh’s Frogs * Vulcan Tire Sales
Ken’s Sewing Center * Woodwind & Brasswind
LaptopCharge.com * Yankee Candle Company *
Latemodel Restoration Supply * Zappos.com  *
zZounds *

 

About Bizrate® Insights:

With over 20 million surveys collected annually from over 6,000 retailers worldwide, Bizrate Insights is the largest source of verified customer-generated seller ratings and reviews, helping both online retailers and consumers make informed decisions. Bizrate Insights’ core solutions are FREE, allowing retailers of all sizes to build best-in-class customer experiences, gain competitive intelligence, and attract more qualified traffic from top search engines. Visit BizrateInsights.com to learn more about our solutions, used by over 40% of Internet Retailer Top 500 retailers, as well as thousands of smaller boutiques.

 

About Shopzilla, Inc.

Shopzilla, Inc. is a leading source for connecting buyers and sellers online. Reaching a global audience of over 40 million shoppers each month through both its destination websites and affiliate network, Shopzilla connects shoppers with over 100 million products from tens of thousands of retailers a month.  Shopzilla, Inc. manages a premier portfolio of online shopping brands in the US and Europe, consisting of Bizrate, Beso, Shopzilla, Retrevo, Tada, PrixMoinsCher, and SparDeinGeld, as well as a series of B2B businesses including Bizrate Insights, Shopzilla Publisher Program, and a display and audience targeting division, Aisle A. Headquartered in Los Angeles, CA, the company operates sites and business services in the United States, the United Kingdom, France and Germany. Shopzilla, Inc. is a portfolio company of private equity investor Symphony Technology Group (STG).

Bizrate Insights Survey Program Rules

In order to maintain an unbiased ratings program, the following are not permitted and may result in termination from Bizrate Insights’ ratings & reviews program:
  • Encouraging or asking consumers to post a positive or favorable review.
  • Attempting to dissuade customers from providing unfavorable reviews.
  • Helping or assisting consumers in writing reviews; suggesting language for reviews.
  • Providing any financial incentive (money, discounts, products or other benefits) for writing a positive or favorable review, or for removing or repudiating an unfavorable review.
  • Requesting customers to remove previously submitted reviews that are for the correct retailer. Retailers may publicly respond to reviews via our website, noting updates and corrections made.
  • Having any employee, associate, or affiliated person post any review.
  • Altering the medal or survey code provided by Bizrate.
  • Posting the Buyer Survey standard Point-of-Sale code anywhere other than the order confirmation page.
Reviews must be submitted by consumers on their own initiative.

 

For questions and concerns please email us at bizrateinsights@bizrate.com.

 

New Bizrate Insights Extension for Magento Retailers!!!

 

Calling all Magento retailers! The Bizrate Survey can now easily be implemented onto Magento websites via the new
Bizrate Insights Magento Extension. This extension allows Magento retailers to seamlessly utilize the Bizrate Point of Sale Survey on their site along with the Bizrate Customer Certified Medal.

Click here to download the free extension on Magento Connect.

For details on installing the extension, please reference the Bizrate Buyers Survey Magento Module Installation and Configuration Guide.

All questions and feedback can be sent to bizrateinsights@bizrate.com.

Newly designed ratings and reviews pages on Bizrate.com

Bizrate is pleased to announce newly designed ratings and reviews pages on Bizrate.com. We are happy that our ratings pages are important to retailers and our Seller Ratings syndication partners – both of whom wanted more information shared with consumers and a unified experience. In response to this feedback, Bizrate.com is now displaying Point of Sale (POS) comments, as well as more aggregate and individual reviewer POS and Fulfillment ratings.

We hope you like the new design as much as we do! As always, we welcome your feedback at bizrateinsights@bizrate.com.

Online Consumer Pulse
Pinterest vs. Facebook: Which Social Sharing Site Wins at Shopping Engagement?

This is the third in a series of Online Consumer Pulses on Social Image Sharing and Online Shopping by Bizrate Insights.

 While Pinterest has established itself as the dominant source for visual inspiration in today’s social scape, questions continue to circle about whether the site can actually generate conversions.  As part of its series on Social Image Sharing and Online Shopping, Bizrate Insights continues to delve into how consumers connect with retailers on Pinterest.  In this third installment, we compare and contrast Facebook and Pinterest with respect to shopping conversions and product inspiration.

 

Pinterest is better at inspiring purchases than Facebook

While both Pinterest and Facebook are sites online consumers visit to connect with people who have similar styles and interests, Pinterest is more often used as a destination for shopping inspiration, tracking, and product discovery.  69% of online consumers who visit Pinterest have found an item they’ve purchased or wanted to purchase as compared to only 40% of online consumers who visit Facebook.  Additionally, significantly more online consumers agree that Pinterest is a place to “get inspiration on what to buy,” “help keep track of or collect things I like,” and “to keep up with the latest trends on things that I like.”

Pinterest also appears to be the stronger vehicle for brand association.  43% of Pinterest members agree that they use Pinterest to “associate with retailers or brands with which I identify,” compared to just 24% of Facebook users who agree to the same use with Facebook.

 

Activities with brands & retailers varies by social media platform

A greater percent (55%) of Pinterest users have engaged with retailers and brands via Pinterest, compared to the percent of Facebook users that engage retailers or brands on Facebook (48%).  But how customers engage differs for each of the two platforms.  Pinterest users are more likely to be “Creators”: adding and sharing retailer/brand related content, while Facebook users are more likely to be “Participators”: interacting with promotional activities developed by retailers and brands.

 

Facebook still dominates in awareness and usage among online consumers

Facebook still significantly surpasses Pinterest in reach.  The latest data from September 2012 shows that 63% of online consumers have a Facebook account; only 15% of online consumers have a Pinterest account.  That said, awareness of Pinterest among online consumers continues to trend upwards.  In August 2012, 46% of online consumers report that they have heard of Pinterest, up from 39% in May and 36% in March.

 

About the Study

The Bizrate Insights Social Image Sharing and Online Shopping Series is a set of surveys conducted via the Bizrate Insights survey platform and offered to online buyers immediately after purchasing from the Bizrate Insights Network of over 5,200 ecommerce retailers in the US and Canada.  Data from this study was collected from 7,431 online buyers from August 9-August 17, 2012.

For over 12 years, Bizrate Insights has helped retailers listen to their customers in a way that is fast and measurable, resulting in insights, action, conversation, and customer loyalty.  The Bizrate Insights customer feedback and ratings platform allows retailers to collect seller ratings directly from verified customers.  Standard ratings are published across the leading comparison shopping site, Bizrate.com, and syndicated across the web’s largest search engines to help drive conversion and traffic.  Collecting over 16 million surveys annually, Bizrate Insights is one of the largest sources of consumer-generated review content in the world, delivering actionable insights and valuable shopper data to key decision makers in e-commerce.

Visit http://bizrateinsights.com to learn more about our FREE and paid buyer and site abandonment survey and reporting products. For more information, please contact us.

 

Presidential Winner Prediction Gap Narrows for Online Consumers After the First Debate

– Online Buyers still Favor Obama to Win But Romney Gains Ground –

October 4, 2012, Los Angeles—56% of online buyers expect President Obama to win this year’s Presidential Election, according to data collected post-debate by the Bizrate Insights Online Buyer Presidential Election Tracker.  Bizrate Insights tracks online buyer consumer sentiment across its network of over 5,200 online retailers. While Mr. Obama has held the lead for online buyers since tracking began on September 25, 2012, that lead disappeared during the morning hours today.  Mr. Obama recouped his lead heading into the afternoon, but has dropped from  63% of online buyers believing Obama would be the clear winner on October 3rd to 56% on October 4th (by 2pm PT).

“This Tracker, and other Fun Facts that Bizrate Insights collects along with retailer ratings, helps provide a well-rounded picture of the online buyer,” stated Hayley A. Silver, Vice President of Bizrate Insights. “Additionally, we thought it would be interesting to trend how online buyers, our core segment, relate to the omnipresent Presidential Election scene.”

The Tracker also finds that Baby Boomers and Senior online buyers are the ones driving the loss in confidence for an Obama win.  Keep up to the date on what online consumers are predicting for the Presidential election here.

About the Study

The Bizrate Insights Online Buyer Presidential Election Tracker was launched on September 25, 2012.  The survey is conducted via the Bizrate Insights survey platform and offered to online buyers immediately after purchasing from the Bizrate Insights Network of over 5,200 ecommerce retailers in the US and Canada.

Bizrate Insights welcomes requests for Flash studies such as this one to relate points of interest to the online shopping community.

With over 16 million surveys collected annually from over 5,200 retailers worldwide, Bizrate Insights is the largest source of verified customer-generated seller ratings and reviews in North America, helping both online retailers and consumers make informed decisions. Bizrate Insights’ core solutions are free, allowing retailers of all sizes to build best-in-class customer experiences, gain competitive intelligence, and attract more qualified traffic from top search engines. Visit www.bizrateinsights.com to learn more about our solutions, used by over 40% of Internet Retailer Top 500 retailers, as well as thousands of smaller boutiques.

For more information, please contact bizrateinsights@bizrate.com

Bizrate® Insights Names the 2012 Bizrate Circle of Excellence Award Recipients

Bizrate® Insights Names the 2012 Bizrate Circle of Excellence Award Recipients
94 Online Retailers That Consumers Can Depend on to Deliver Top Quality Service –

LOS ANGELES – September 10, 2012Today, Bizrate Insights, one of the largest sources of consumer-generated reviews of online retailers in the United States, announced the winners of its 13th annual Bizrate Circle of Excellence Award for its North American Retailer Network. The Award recognizes retailers that received outstanding online customer satisfaction ratings throughout a one year period, as rated by their own, verified customers.

The 2012 Bizrate Circle of Excellence Award, a symbol of trust and dedication to the customer, was earned by 94 online retailers, representing the top 1.8% of the Bizrate Insights North American Retailer Network of over 5,200 retailers. Online retailers earning this prestigious Award received significantly higher*customer ratings than the Network average across all seven key satisfaction indicators listed below.

Among the Award winners, 38 retailers received the highest distinction, the Platinum Award, representing 0.7% of the Network. The Bizrate Circle of Excellence Platinum Award is conferred to retailers that achieved winner status plus a score of at least 9.0 out of 10.0 in all seven key satisfaction indicators reviewed for the Award.

Bizrate Circle of Excellence Satisfaction Indicators

Point of Sale measurement Post Order Fulfillment measurement
Overall Satisfaction Repurchase Intent
Product Selection Product Met Expectations
Ease of Finding What The Customer Is Looking For On-Time Delivery
Customer Support

* Based on statistical significance. Customer feedback for the 2012 Award collected August 2011 – July 2012

“Every year, the Bizrate Circle of Excellence continues to be an emblem of the best online retail experience that a consumer can have from retailers both big and small, and across nearly all product categories,” stated Bill Glass, CEO of Shopzilla, Inc., the parent company for both Bizrate and Bizrate Insights. “The Bizrate Circle of Excellence Award boosts consumers’ confidence when shopping online, whether it’s at a well-known retailer or smaller boutique hoping to garner a first order. On average, 37% of shoppers check Bizrate’s ratings and reviews before they buy—by placing the Bizrate Circle of Excellence Award on product pages, shopping carts, and checkout, these award-winning retailers can further boost consumer confidence.”

From a retailers’ perspective, Bizrate’s trust symbols and ratings are an important seal of customer approval. “As an industry leader, we are constantly striving to deliver the best customer experience—in both product selection and customer service, and as a company we are invested in the belief that our customers deserve the best,” remarks Pat Schmidt, VP of Operations for 2012 Bizrate Circle of Excellence Award Winning merchant Footlocker.com, Inc. (the Eastbay and CCS brands are 2012 winners).  “Bizrate Insights is a core partner in helping us measure how satisfied customers are with their experiences with us and in helping us respond to evolving customer needs and wants.  This win shows that we are delivering on our promises by helping our customers look and feel their best in our high-quality shoes and clothing.  We’re excited to use this Bizrate Circle of Excellence Award to build an even bigger base of satisfied shoppers.”

Bizrate Insights congratulates the 2012 winners:

The 2012 Bizrate Circle of Excellence Award recipients (winners are listed alphabetically; Platinum Award recipients denoted with an asterisk)

123inkjets Cyberweld.com PersonalizationMall.com*
1A Auto* Dave and Adam’s Card World* PetGuys.com
A Cherry On Top* DermStore.com PtouchDirect.com
Abacus Private Store* Discount Contact Lenses* PureFormulas.com
ACLens DiscountFilters.com* Pyramyd Air
Adagio Teas Do My Own Pest Control* Ralph Lauren
Aeropostale Dogfunk REI
American Musical Supply* Drs. Foster and Smith Replacements, Ltd.
AmericanMuscle.com* Dungarees.net* Ringside Collectibles
AppliancePartsPros.com* Eastbay Rocky Mountain ATV/MC
Austin Canoe & Kayak Easy Appliance Parts SafetyGlassesUSA.com*
B&H Photo* etrailer.com* Schneider Saddlery
Baby SuperMall* Fairytale Brownies ShipMyContacts.com
Bath & Body Works* Ferret.com SmartPak Equine*
BatteryMart.com* Filters Fast Smashbox Online
Bobbi Brown Cosmetics FRSport.com* Sole Provisions
Bodybuilding.com* Jake Wilson Strings and Beyond
Bose* Jimmy Beans Wool The Gallery Collection
Brooks Sports, Inc. Jo Malone* The Hitch Store*
Bumble and bumble Knitting-Warehouse The Perfume Spot
CajunGrocer.com Latemodel Restoration Supply* The Spa Depot*
Carl’s Golfland LD Products* The Vitamin Shoppe
CCS LensDiscounters.com ThinkGeek
CD Universe LovelySkin TireBuyer.com
Celebrate Express MardiGrasOutlet.com* TobaccoGeneral
ChristianBook.com* Metro Medical Online UGG Australia
Clinique Motorcycle Superstore Vat19.com
Concordia Supply* Muir Skate* Vermont Teddy Bear*
CondomDepot.com Music123 Zappos.com*
Crucial.com* Musician’s Friend zZounds*
Crutchfield* Origins
Cutlery and More, LLC* PartSelect.com*

 

About Bizrate® Insights:

With over 16 million surveys collected annually from over 5,200 retailers worldwide, Bizrate Insights is the largest source of verified customer-generated seller ratings and reviews in North America, helping both online retailers and consumers make informed decisions. Bizrate Insights’ core solutions are free, allowing retailers of all sizes to build best-in-class customer experiences, gain competitive intelligence, and attract more qualified traffic from top search engines. Visit www.bizrateinsights.com to learn more about our solutions, used by over 40% of Internet Retailer Top 500 retailers, as well as thousands of smaller boutiques.

 

About Shopzilla®, Inc.:

Shopzilla, Inc. manages a premier portfolio of online shopping brands in the US and Europe, consisting of Bizrate, Beso, Shopzilla, TaDa, PrixMoinsCher, and SparDeinGeld.  Shopzilla connects shoppers with over 100 million products from tens of thousands of retailers with its unique portfolio of engaging and informative websites.  Reaching a global audience of over 40 million shoppers each month through both its destination websites and affiliate network, Shopzilla is a leading source of sales and consumer feedback for online merchants and retail advertisers. With offices in Los Angeles, San Diego, and London, the company operates sites and business services in the United States, the United Kingdom, France and Germany. Shopzilla, Inc. is owned by Symphony Technology Group (STG).

Online Consumer Pulse: For the smaller shop, Pinterest brings sales

This is the second in a series of Consumer Pulses on Social Image Sharing and Online Shopping by Bizrate Insights.

In a series of surveys of online buyers, Bizrate Insights is helping the ecommerce community understand how the new group of visual shopping sites can help consumers connect with retailers and the products, lifestyles, or brands that they sell.  Our first Consumer Pulse on this topic found that 1 in 4 online consumers recall having made a purchase by directly clicking on an image in a visual image sharing site, validating the promise of these sites as an avenue for retailers to drive product consideration and retail sales.   This second installment focuses specifically on the visual shopping site most recognized by respondents, Pinterest, and investigates browsing versus buying behavior.

 

Browsers favor Home & Garden images while Apparel images drive buying

Categories browsed and categories driving purchases differ. Though the quality of images, great click-through experiences, and sizable followings will make the popularity of each category change over time, currently Clothing & Apparel retailers are leading the pack in driving purchases while Home, Garden & Pool/Spa just edges it out for grabbing the most interest for window shopping.

 

Bizrate Insights - Top10 Categories Browsed and Puchased on Pinterest

 

Pinterest Brings Customers to Etsy and Smaller Boutiques

While the brands and stores that drove purchases from Pinterest were varied, there is currently a distinct trend favoring smaller retailers and individual sellers.  Nearly 1 in 5 online shoppers claim that their recent purchase, made after seeing an image on Pinterest, came from Etsy.

 

BizrateInsights - Store purchased from Pinterest

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Interest in Pinterest continues to grow

In May 2012, 39% of online consumers reported having heard of Pinterest, up from 36% two months earlier.  Of those that have heard of Pinterest, 48% have visited and 28% have an account.

42% of Pinterest visitors go to the site once a week or more. Those with accounts tend to visit more frequently than those without accounts; 58% of those with accounts visit once a week or more, versus 18% of those without accounts. The Health & Beauty, Baby Gear, and Flowers, Food, Drinks & Gifts categories have the highest percentages of visitors (>60%) who browse once a week or more.  Furthermore, 22% of visitors who have heard of Pinterest but do not have an account intend to open an account within the next six months.

 

Bizrate Insights - How Often Do You Visit Pinterest?

 

 

 

 

 

 

 

 

 

 

 

 

 

Please download the free PDF report here.

 

About the Study

The Bizrate Insights Social Image Sharing and Online Shopping Series is a set of surveys conducted via the Bizrate Insights survey platform and offered to online buyers immediately after purchasing from the Bizrate Insights Network of over 5,000 ecommerce retailers in the US and Canada.  Data from this study was collected from 20,362 online buyers from May 8-May 30, 2012.

For over 12 years, Bizrate Insights has helped retailers listen to their customers in a way that is fast and measurable, resulting in insights, action, conversation, and customer loyalty.  The Bizrate Insights customer feedback and ratings platform allows retailers to collect seller ratings directly from verified customers.  Standard ratings are published across the leading comparison shopping site, Bizrate.com, and syndicated across the web’s largest search engines to help drive conversion and traffic.  Collecting over 16 million surveys annually, Bizrate Insights is one of the largest sources of consumer-generated review content in the world, delivering actionable insights and valuable shopper data to key decision makers in e-commerce.

Visit http://bizrateinsights.com to learn more about our FREE and paid buyer and site abandonment survey and reporting products.

 

 

Online Consumer Pulse: 1 in 4 Online Buyers Like Behavioral Retargeting Ads

The goal of behavioral retargeting is to recapture potential customers’ attentions and encourage them to complete their purchase on an item or category of items they recently viewed, but how do consumers feel about online advertisements and retargeting- is it liked or frowned upon?  Bizrate Insights asks in a recent online consumer pulse.

 

One in Four Online Consumers Appreciate Retargeting Ads

Most online consumers feel neutral or positive towards online advertisements for products or services they recently looked at elsewhere online.  25% “like it because the ad reminds [them] of what [they] were looking at previously.”

 

How consumers feel about retargeting ads

 

Showing a compelling and relevant product is the most effective at eliciting a call to action; 37% of online consumers clicked on an online advertisement because they “liked the product shown in the ad.” These ads also provide a convenient path to get to a website they intended to visit, with 28% citing that this is the reason that they clicked on an online ad.

Women were slightly more receptive to retargeting ads (26% liked them vs. 23% men) and women are significantly more likely than men to click on ads because it reminds them to revisit the product or the website with the added plus of convenience in getting there.

Primary reasons clicked on online advertisement- Men and Women

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

For more information, please download the free PDF report here.

 

About the Study

The 2012 Display Advertising Study was conducted via the Bizrate Insights survey platform and offered to online buyers immediately after purchasing from the Bizrate Insights Network of over 5,000 ecommerce retailers in the US and Canada.  Data from this study was collected from 5,343 online buyers from March 29– April 3, 2012.

For over 12 years, Bizrate Insights has helped retailers listen to their customers in a way that is fast and measurable, resulting in insights, action, conversation, and customer loyalty.  The Bizrate Insights customer feedback and ratings platform allows retailers to collect seller ratings directly from verified customers.  Standard ratings are published across the leading comparison shopping site, Bizrate.com, and syndicated across the web’s largest search engines to help drive conversion and traffic.  Collecting over 16 million surveys annually, Bizrate Insights is one of the largest sources of consumer-generated review content in the world, delivering actionable insights and valuable shopper data to key decision makers in e-commerce.

 

Visit http://bizrateinsights.com to learn more about our FREE and paid buyer and abandonment survey and reporting products.

Online Consumer Pulse: For online retailers, online marketplaces provide access to consumers and a “halo of trust”

Our first Online Consumer Pulse on Marketplaces found that online marketplaces—websites where you can buy from multiple retailers through one shopping cart with one checkout process — are playing a valuable role in connecting consumers with products and retailers in one trusted, convenient location.  From a consumer perspective, online marketplaces could one day serve the much coveted “universal shopping cart” ideal.

Marketplaces also provide valuable services to online retailers.  By listing in a marketplace, retailers can:

  • Connect with and build awareness among new customers;
  • Gain customer trust through customers’ existing confidence in the marketplace;
  • Gain future direct sales; and
  • Enhance the customer shopping experience.

Additionally, the added layer of the marketplace does not detract from the perceived level of customer service, order fulfillment, and support that customers expect from retailers.  In fact, it may even improve it.

 

Marketplaces foster a trusted connection

A well-established online marketplace helps give online consumers the confidence to purchase from an unfamiliar retailer: 67% of online consumers “trust a purchase through a familiar online marketplace even if the retailer selling the item is unfamiliar to [them]”. Furthermore, those familiar with online marketplaces view marketplaces as a trusted mechanism for retailer and product discovery.  79% agree that marketplaces have “introduced them to retailers they would not have found otherwise.”

In addition to the trust halo from the marketplace, ratings influence the confidence consumers have with retailers, particularly if the retailer is lesser known.  88% of online consumers look for ratings and reviews, with 47% of online consumers seeking them only if [they] are not familiar with the retailer and 41% only purchasing if ratings and reviews are present.

 

Bizrate Insights - Marketplace Repeat Purchases

Marketplaces may also be an opportunity for retailers to build an incremental amount of longer term relationships with customers through repeat purchases. 11% of online consumers who have purchased from a marketplace cited that they would likely go directly to the same retailer’s site for a future purchase of the same item.

 

Marketplaces help retailers deliver quality experiences

Most online consumers who have purchased from marketplaces feel that the experience is the same or better than shopping directly on retailers’ websites, furthering the upside to retailers for participating in marketplaces.

 

Bizrate Insights - Marketplace Experience

Thinking about hosting a marketplace?
There are many pros to this model, starting with the expansion of inventory made available to shoppers without the overhead of storing and shipping it. Offering a strong selection of products is important to customers and exerts a strong influence over customer loyalty as evidenced by correlations of 0.60 and above across the Bizrate Insights network. Furthermore, most online consumers who have shopped through a marketplace have done so repeatedly and often believe that the marketplace enhances their shopping experience.

For more information, please download the free PDF report here.

About the Study

The 2012 Bizrate Insights/Forrester Research Marketplaces Study was conducted in partnership with Sucharita Mulpuru at Forrester Research.  Data was collected via the Bizrate Insights survey platform and offered to online buyers immediately after purchasing from the Bizrate Insights Network of over 5,000 ecommerce retailers in the US and Canada.  Data from this study was collected from 11,736 online buyers from March 7– March 18, 2012.

For over 12 years, Bizrate Insights has helped retailers listen to their customers in a way that is fast and measurable, resulting in insights, action, conversation, and customer loyalty.  The Bizrate Insights customer feedback and ratings platform allows retailers to collect seller ratings directly from verified customers.  Standard ratings are published across the leading comparison shopping site, Bizrate.com, and syndicated across the web’s largest search engines to help drive conversion and traffic.  Collecting over 16 million surveys annually, Bizrate Insights is one of the largest sources of consumer-generated review content in the world, delivering actionable insights and valuable shopper data to key decision makers in e-commerce.

Visit http://bizrateinsights.com to learn more about our FREE and paid buyer and abandonment survey and reporting products.