Gain Valuable Customer Insights

How It Works

Find out why customers leave your business empty-handed, and what you can do about it, with customer intercept interview services from BestMark.

As part of your program, we’ll directly gather information from customers as they exit your establishment. This makes it possible for you to truly listen to your customers, discover why they’re not purchasing, and better understand what they want along with the needs you’re not fulfilling.

Get Insights at Your Exits

Customer intercept interviews are especially insightful because they take place at your location(s) during or immediately after your customers’ shopping experiences. It’s here that customers can accurately recall immediate details of their shopping experiences and express their reason(s) for purchasing or not purchasing.

Even a slight increase in the percentage of customers who purchase from you can make a tremendous impact on your bottom line. We’ll help you gather key insights from customers who don’t make a purchase, so you can better understand — and optimize — the customer experience.

BestMark will help you create interview questions that directly and concisely uncover the information you need to know, such as:

  • What departments / who did your customer interact with?
  • What are your customers’ unfulfilled needs?
  • Why are customers leaving your location(s) without purchasing?
  • Was the consumer’s purchase planned or impulsive?
  • If impulsive, what drove them to purchase?
  • If planned, where else would they have considered purchasing the product(s)?
  • Are your promotional materials/displays bringing customers in and making an impact?
  • Where else are your customers shopping and why?

Why BestMark?

BestMark benefits you with top-quality services and data at highly competitive rates. Due to our efficient processes, rules-based systems and sophisticated consulting of our intercept interviewers, our error rate is almost non-existent. We also pride ourselves on having the best quality assurance processes in the industry:


Quality assurance editors follow-up with the majority of intercept interviewers to ask specific questions and to provide recognition and/or constructive feedback for future interview assignments they may take.


Our dedicated staff of in-house field operations project managers will speak one-on-one with your intercept interviewer(s) to ensure they’re fully prepared, completely understand the specific client requirements and know that immediate support is only a phone call away should any questions or concerns arise.


We review data in depth to ensure that interviewers are collecting highly detailed consumer feedback.


Direct interaction with an interviewer helps boost response rates, broaden ranges of respondents and increase the length and quality of the responses you receive. Our customer intercept interviewers know that the manner in which they gather your data is just as important as the data itself. As an extension of your company, they will be courteous, appreciative and sincerely engaged when interacting with your customers.

Give Customers What They Want

Better understand why they’re not purchasing, then act, with customer intercept interview services from BestMark.