Have you ever looked at your survey data and wondered what products those customers purchased? Perhaps low scores were concentrated among customers who bought a specific product, or category of products. Maybe you’ve been looking to begin collecting product reviews, or to supplement those that you already collect. Great news – Bizrate has recently expanded the standard Buyers Survey code in order to give retailers even more insight into what their customers are thinking!

We call this additional feedback Product Insights, and it consists of two parts – Product-Level Satisfaction and Product Reviews. Product-Level Satisfaction allows retailers to analyze their customers’ satisfaction at the specific product level, so that they can zero in on areas that need improvement. Our Buyers survey code has built in pass through values for Product SKU, Merchant Product ID, Product Price, Order Number, Total Cart Amount and Zip Code. If you decide to pass through these values, then you will receive a free monthly respondent level data file with all of your standard survey scores, along with the data that is passed through, making it easy to do product-level analysis.

In addition, we can also add a page to your fulfillment survey to ask customers to review one product from their order. These Product Review questions are standard, and are also provided in the free monthly respondent level data file.

Start gathering even more valuable customer feedback at the product level – all for free! If you are using our old survey code that does not include the free pass through values for product information, then please contact us at bizrateinsights@bizrate.com and we’ll help you get set up with the new version of the code.

Our Buyers Survey clients can also gain insight into those customers who do not purchase through our Non-Buyers Survey.  The implementation for this survey is easy and you can start to learn about your shoppers right away.

Once the Non-Buyers survey is implemented, you will qualify for free, standard monthly reporting.  These reports include both a Roll-Up report and a Respondent Level (raw) data file.  The Roll-Up report includes aggregated data across all of the standard questions.  Breakouts are included for each branch – browsers, cart abandoners and checkout abandoners.

If you want to dig in further, then the Respondent Level, or raw data file, offers you the opportunity to slice and cross-tabulate the data to suit your needs.

Take advantage of these two free reports and start collecting invaluable Non-Buyer feedback today! Please email your Bizrate Insights Account Manager or bizrateinsights@bizrate.com for more information.

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.

  

• 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.

  

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

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.