Stop Trusting Your Star Ratings: Why 98% of Shoppers Still Leave Your Store — Cheryl Zajac | Why Your Star Ratings Fail, How Real Feedback Boosts Sales, What Non-Buyers Reveal, How Pre-Purchase Surveys Work, Why AI Misses Human Intent (#498)

In this episode, we dive into why website analytics and star ratings fail to show the full customer journey.  Cheryl Zajac, VP of Client Insights at Bizrate Insights, shares how collecting pre-purchase and post-delivery feedback helps brands fix friction points and boost conversions.  She also reveals how to capture non-buyer insights, use targeted survey triggers, and balance AI data with human understanding to drive true growth. Topics discussed in this episode:  How star ratings hide critical checkout friction.What 98 percent of non-buying traffic reveals.Why pre-purchase surveys capture lost revenue.How targeted triggers improve response rates.What custom questions uncover about intent.Why small sample sizes deliver actionable insights.How post-delivery data boosts buyer retention.What drives shoppers to competitor websites.Why human empathy beats AI data analysis.How real customer feedback fixes site drop-offs.Star ratings tell you how customers feel. Bizrate Insights reveals what’s driving those ratings, helping ecommerce brands create smoother shopping journeys, inspire confident purchases, and build lasting loyalty. Turn verified shopper feedback into clear priorities and better customer experiences. Learn more at bizrateinsights.com/coffee Links & ResourcesWebsite: https://bizrateinsights.com/coffee/LinkedIn: https://www.linkedin.com/company/bizrateinsights/X/Twitter: https://x.com/bizrateinsightsGet access to more free resources by visiting the show notes at https://tinyurl.com/yuhp9nv6______________________________________________________LOVE THE SHOW? HERE ARE THE NEXT STEPS!Follow the podcast to get every bonus episode. Tap follow now and don’t miss out!  Rate & Review: Help others discover the show by rating the show on Apple Podcasts at https://tinyurl.com/ecb-apple-podcasts   Join our Free Newsletter: https://newsletter.ecommercecoffeebreak.com/   Partner with us: https://ecommercecoffeebreak.com/partner-with-us/