Bizrate Insights’ ESR has it all! So what is it?

BIZRATE INSIGHTS’ EXECUTIVE SUMMARY REPORT (ESR)

While we admit that “summary” may be a bit of a misnomer, this report is so packed with information that it alone can be the main source from which a busy manager can derive insights into their ecommerce business.

  • Compare
    • Your customer ratings and metrics to the prior period and the same period of the prior year
    • Your ratings versus that of 2 benchmarks – one of which is a custom group of Network retailers of your choosing (“Custom Category”) and one that is a Bizrate category (i.e. “Electronics”).
    • Your NPS® score to prior periods and competitive sets. We call it “Net Loyalty”.

  • Utilize statistics (done for you!)
    • Correlations identify how each aspect of the site and buying experience influences key loyalty metrics: Likelihood to Buy Again and Likelihood to Recommend
    • Statistical testing at the 95% confidence level let’s you know if changes in scores indicate a real shift in your business.

    Correlations

  • Trend
    • Each metric over 13 months or 5 quarters to check for growth and improvement (or areas in need of improvement) while also taking seasonality into account.

    Trending

The ESR can be purchased for monthly or quarterly frequency. Please email your Bizrate Insights Account Manager or bizrateinsights@bizrate.com for more information.

View your customer feedback on-demand with AccuRate

The latest “free” product to be introduced to the Bizrate merchant network is AccuRate. This service gives users the ability to run queries on the customer feedback that is most important to them in a matter of seconds. Data is updated daily to enable organizations to make decisions based on the latest information available.

Capabilities include:

  • 16 months of trended standard survey data and comments for year-over-year and quarter-over-quarter comparisons;
  • A competitive benchmark against one Bizrate category;
  • Complete cross-tabulation, filtering, and segmentation abilities; and
  • Report creation tools.

Click here for an online demo.  For more information on how to access AccuRate, contact us at bizrateinsights@bizrate.com.

Creating custom benchmarks for your Bizrate reports

If you want to know how your survey data compares to that of your competitors, then you can take advantage of two different benchmarking options that Bizrate® offers. In an earlier post, we talked about the standard benchmarks that we have available. These standard benchmarks are included in free reports such as the BizAdvisor.

We also offer the ability to benchmark against a custom set of retailers that you designate! Examples of these benchmarks include choosing a group of your direct competitors, creating a “best of breed” or other type of aspirational group, or using our Circle of Excellence (COE) benchmark that includes all current COE winners. You can choose any group of retailers from among the thousands that are active in our Network.

Custom benchmarks can be used in some of our reporting offerings, such as the Executive Summary Report (ESR). Whether it’s comparing your data to a broad group, or something more customized to your business needs, Bizrate® can help you gain context for your data.

Benchmark your survey data against others in your space!

One of the biggest benefits of joining the Bizrate Network is the ability to benchmark your standard survey data against others in your space! Over 5,000 retailers are part of the Bizrate Network annually, offering ample opportunity to see how your scores measure up against one of our standard benchmarks (listed below). You can also purchase a custom benchmark of retailers in our Network that you designate. Standard benchmark data is included in our free BizAdvisor report and in AccuRate, or in paid reports such as the Executive Summary Report.

One of the biggest benefits of joining the Bizrate Network is the ability to benchmark your standard survey data against others in your space! Over 5,000 retailers are part of the Bizrate Network annually, offering ample opportunity to see how your scores measure up against one of our standard benchmarks (listed below). You can also purchase a custom benchmark of retailers in our Network that you designate. Standard benchmark data is included in our free BizAdvisor report and in AccuRate, or in paid reports such as the Executive Summary Report.

Data Pass Through

When looking at the vast amount of data that BizRate can provide, many retailers often want to know how they can learn more about individual transactions.  One way to do this is via Data Pass Through.  Passing data to BizRate at the time of sale can allow the retailer to look closely at specific data points.  Passing through the Order ID, for example, can be done at no cost to you!  A small piece of code is included with the standard BizRate code and the Order ID is called in to the survey.  BizRate can then include the Order ID with comment, for Customer Support use, or with a respondent level data file.

But the Order ID isn’t the only piece of information that can be included with your survey data.  For a small fee, you can include any data that is collected on your site.  Examples include customer ID; web analytics ID, and referring URL just to name a few.  These additional pass through variables require a contract and raw/respondent level data to view across all scores.

Please contact us if you are interested in learning more.

Get Your Comments – The Comment Classifier Report

The Comment Classifier Report is exactly what its name implies – a report that allows you to quickly and easily sort and organize comments.  A raw export of comments, in Excel, is provided on either a daily or weekly basis (your choice) to an email address you designate.  The report includes the following for both Point-of-Sale and Fulfillment:

  • Customer Comment
  • Date and Time*
  • Customer Email Address*
  • Order ID*
  • Comment
  • Comment Type – defined by the customer
  • Comment Tone – defined by the customer
  • Customer Nickname*

*Note:  These areas will be blank when the customer has opted not to share personally identifiable information.

Comment Classifier

Please contact us to learn more or to get started.

Press Release: Free Reports Added to BizRate’s Customer Feedback Program

Free Reports Added to BizRate’s Customer Feedback Program
–BizRate® Research expands its free offering to include BizAdvisor and Comments Classifier –

Los Angeles, CA (September 23, 2009) – BizRate® Research announces the expansion of its free buyer feedback program to include two new reports: the BizAdvisor and the Comments Classifier. These new reports provide online retailers with enhanced insights about buyer behavior and needs.

The two new reports are now available to all of the 4500+ retailers already participating in the BizRate® Research Point-of-Sale and Order Fulfillment Network. The BizAdvisor report sample report helps online retailers efficiently assess and prioritize improvements to key functional areas based on their correlation to key loyalty metrics and future buying intent. BizAdvisor also allows retailers to benchmark the behavior of their buyers against the buyers of other retailers within their category in the BizRate Network. These benchmarks are drawn from approximately one million surveys collected monthly from the buyers within this network. We’ve published a sample BizAdvisor report for your review.  The Comments Classifier report provides more in-depth commentary and examples within each functional area. Additionally, the reports will include data points to augment the retailer’s insights about buying behavior, such as:
· Net Loyalty Scores
· Category Benchmarking
· Correlations and Quadrant Analysis
· Buyer Demographics
· Customer Comments Classified by Tone and Functional area

“These reports provide the foundation for consumer insights development and subsequent action plans. The BizRate® Customer Feedback program is indispensable for online retailers who are serious about prioritizing improvements to their ecommerce experience based on their buyers’ needs,” stated Hayley Silver, Director of Consumer Insights, BizRate Research.

BizRate® Research provides the opportunity for online retailers to improve customer satisfaction and loyalty with its robust assortment of customer feedback tools. The recent announcement of its abandonment survey and this latest addition of the BizAdvisor and Comments Classifier reports significantly increased the consumer insight tools available to online retailers. The foundation of the Customer Feedback services that BizRate has provided to online retailers for over 10 years, are at no cost. BizRate also offers additional services, including survey customization, for a fee.

About BizRate® Research:
BizRate Research assists retailers in listening to their customers and starts a dialogue between retailers and customers with the end goal of growing consumer loyalty to the retailer. BizRate Research provides tools and reports to over 4,500 retailers to enlighten them about the customer experience and make them aware of the “why” in what consumers think and do. For over 10 years, BizRate’s consumer feedback and ratings platform amplifies the consumers’ voice in a way that is fast and measurable, resulting in insights, action, and consumer loyalty. For more information on our buyer and abandonment survey and reporting products, please contact us at researchsales@bizrate.com. BizRate Research is a division of Shopzilla, Inc.

About Shopzilla, Inc.:
Shopzilla, Inc. is one of the largest and most comprehensive online shopping networks on the web. Through its leading comparison shopping sites, BizRate.com® and Shopzilla.com®, Shopzilla helps shoppers find the best value for virtually anything they want to buy from thousands of online retailers. Based in Los Angeles, Shopzilla operates sites in the U.S., U.K., France and Germany. The company is owned by Scripps Networks Interactive, Inc. (NYSE:SNI), which include national lifestyle TV networks such as HGTV, The Food Network, Fine Living and more.

Digging In – Respondent Level Data Files

Respondent Level Data Files – aka Raw Data – aka Everything You Need and More

Bizrate offers a number of reports and tools to help you review your data – VitalMail, VitalSigns, AccuRate Reports and BizAdvisors to name a few. But all of these provide data at an aggregate level. What happens when you want to see your data at the customer level? Bizrate can help!

Bizrate collects and maintains all responses at the customer level. Respondent level data files contain all of the data collected from the surveys (buyers or abandonment) for the time period: every answer, every open text response, and all data passed to Bizrate by the retailer regarding the transaction (none of which is personally identifiable information). These data files are delivered in excel and each row represents one individual respondent.

Our standard files include all questions that Bizrate puts on every survey plus any of our free passed in data, such as order number. For retailers who qualify to receive the Buyers Survey or Abandonment Survey or both survey respondent level data files for free, these reports are delivered monthly. For all others, purchase options (standard or custom) are available.

Or retailers can customize their Respondent Level Data Files in terms of content, frequency of receipt, or both (for a fee). Your team can include all of the data we collect, or just specific information (i.e. Customer Support Questions Only), and can choose to receive the data at the desired frequency. When used in conjunction with Bizrate’s aggregated reports, this report gives the full picture of the individual experience from purchase to receipt.

Respondent level data files are often large – too large to send via email. Therefore Bizrate’s standard delivery mechanism is FTP. We create password protected FTP accounts for retailers who receive these data files from us and provide the retailer with the login information as well as notice when files are posted. The notifications are all done via email.

If you have any questions on respondent level data, then please contact us.

Press Release: Free Non-buyer Insights are finally here!

Free Non-buyer Insights are finally here!
–BizRate® Research offers a companion product to its free buyers’ surveys and reporting–

Los Angeles, CA (September 17, 2009) – BizRate® Research announces its new free non-buyer survey and reports product to help online retailers learn more about visitors’ experiences. The new product enhances the information available to online retailers for their end goal of increasing conversion and loyalty.

In response to retailer demand for greater insight into non-buyers, BizRate® created a new non-buyer survey and reports product as an added feature to enhance the suite of consumer insights tools it already offers to thousands of online retailers for free. “BizRate Research’s goal is to amplify the consumer voice such that each online retailer, and e-commerce as a whole, grows through consumer loyalty. Adding a listening post to collect the feedback of non-buyers complements the buyer point-of-sale feedback platform that BizRate has operated for over 10 years and, in doing so, offers retailers a comprehensive suite of customer satisfaction collection and measurement tools,” stated Hayley Silver, Director of Consumer Insights, BizRate Research.

This survey is easy to implement, provides rich information, and protects consumer privacy. Specifically, the non-buyer survey is designed to collect feedback from site visitors, cart abandoners and check-out abandoners. BizRate® Research also provides retailers with actionable monthly reports. When added to the widely adopted Buyers’ surveys and reports, retailers gain the “why” behind customer actions at every on-site touch point. “BizRate Research provides the most in-depth customer feedback and reporting tools for retailers – for free!” added Ms. Silver.

The non-buyer survey and reports product is currently in its beta; broader market release is scheduled for October 1, 2009. Several marquis retailers intend to integrate it in time for the 2009 Holiday season. Lucky Brand Jeans, first to launch the survey in July 2009, experienced a seamless implementation and is already beginning to reap the benefits of the new survey. “We expect those retailers with the code in their QA environments to move it to their live sites shortly,” reported Ms. Silver. “We welcome more retailers to join our program.”

References for this product, as well as our comprehensive offering, are available upon request.

About BizRate® Research:
The industry leader, BizRate Research assists retailers in listening to their customers and starts a dialogue between retailers and customers with the end goal of growing consumer loyalty to the retailer. BizRate Research provides tools and reports to over 4,500 retailers, representing approximately 18% of e-commerce*, to enlighten them about the customer experience and make them aware of the “why” in what consumers think and do. For over 10 years, BizRate’s consumer feedback and ratings platform amplifies the consumers’ voice in a way that is fast and measurable, resulting in insights, action, and consumer loyalty. For more information on our buyer and non-buyer survey and reporting products, please contact us at researchsales@bizrate.com. BizRate Research is a division of Shopzilla, Inc.
* excluding travel and services

About Shopzilla, Inc.:
Shopzilla, Inc. is one of the largest and most comprehensive online shopping networks on the web. Through our leading comparison shopping sites, BizRate.com® and Shopzilla.com®, Shopzilla helps shoppers find the best value for virtually anything they want to buy from thousands of online retailers. Based in Los Angeles, Shopzilla operates sites in the U.S., U.K., France and Germany. The company is owned by Scripps Networks Interactive, Inc. (NYSE:SNI), which include national lifestyle TV networks such as HGTV, The Food Network, Fine Living and more.

“Hot Topic” Program – What Is It?

Every quarter, BizRate Research launches a study as part of our “Hot Topic” program. “Hot Topic” is a way for us to gather data and glean insights on topics of importance to e-commerce, and to share this data with retailers.* Over the past two years of the program, topics have ranged from the nuts and bolts of e-commerce (Onsite Search, Email Marketing, Customer Support), to emerging trends (Mobile Commerce).

While retailers always have the option to create custom questions, they are not able to benchmark this data (as it is unique to them). One of the great things about the “Hot Topic” program is that retailers can benchmark their results against one of our Standard Categories (e.g. Apparel, Office Supplies, Electronics – BizRate’s Network represents 18% of e-commerce**) or against a custom benchmark that they determine.

We’ll be sharing some of the Network and Category level results in upcoming posts. If you are interested in learning more about the “Hot Topic” program, then please contact us. We welcome suggestions for future topics – leave a comment with your ideas!
*The “Hot Topic” report is available for a fee to retailers that offer the BizRate Point-of-Sale Survey to their buyers. To join our Network, please create an account.
**Excluding travel and services.