How Buyer Feedback Works

How Buyer Feedback Works at FindLight

At FindLight, we help vendors strengthen relationships with potential buyers by promoting transparency and responsiveness. One key way we do this is by collecting direct feedback from buyers after they submit a Request for Quote (RFQ) through our platform.

How Feedback is Collected

Two business days after a buyer submits an RFQ to your company through FindLight, we send a short survey to understand their experience. The survey includes two parts:

Response Confirmation: Buyers answer whether they received a response:
- Yes
- No
- Yes, but it wasn’t helpful
Satisfaction Rating (Optional): Buyers can rate their experience on a scale from 1 to 10, with 10 being extremely satisfied, and leave additional feedback.

This quick feedback mechanism helps us gather valuable data while keeping the process simple and frictionless for the buyer.

Understanding Your Performance Metrics

Your Buyer Feedback Report can be found under My Account → Buyer Feedback. It provides a snapshot of how buyers perceive their interactions with your company:

Average NPS Score: NPS (Net Promoter Score) is an industry-standard metric used to measure customer satisfaction and loyalty. It’s based on a simple question: “How likely are you to recommend this company to a colleague or friend?” Buyers rate their experience from 1 to 10. Scores of 9–10 are considered “Promoters” and indicate high satisfaction. Your NPS score reflects the average of these responses and helps benchmark your performance. Learn more about how NPS works.
Response Rate (48h): This shows whether you responded to the buyer’s RFQ within 48 hours. It’s based on the time between RFQ submission and your first reply. The rate is calculated as the percentage of buyers who answered “Yes” to the question “Did the vendor reply?” out of all feedback received.
Buyer Comments: In addition to the NPS rating, buyers are asked a standardized multiple-choice question about their experience—for example, what they found helpful or lacking. They can select more than one option. These responses provide structured insights that are easy to compare. Some buyers also leave optional written comments, especially when they give high satisfaction scores (9–10).

Why This Matters

These metrics help you:

Identify strengths and areas for improvement
Benchmark responsiveness against industry expectations
Build buyer trust and improve conversion through transparency

As feedback volume grows, you’ll gain clearer insights into how buyers perceive your team and your RFQ process.