Understanding why customers abandon their shopping carts is critical to improving your website’s conversion rates. This survey template can be used by any team that wants to improve its conversion rates by understanding and addressing the concerns of potential customers. You can use it when you notice a high cart abandonment rate or as part of your regular website optimization efforts.
By asking customers why they haven’t completed their purchase directly in your product, you can uncover the barriers that prevent them from doing so, identify opportunities to improve your website’s user experience, make website changes that address those concerns, and most importantly, boost the likelihood of customers completing their purchases in the future. This survey template is particularly useful for B2C e-commerce websites because the ability to convert visitors into customers is vital for their success. Even a small improvement in conversion rates can translate into significant revenue gains.
Let’s see this survey template in action. Imagine a customer adds several items to their cart but ultimately decides not to purchase anything. By using the survey, you discover that the customer was still deciding whether to buy or they were planning to buy, but not ready to do so yet. Through your survey’s open-ended follow-up questions, you discover that the customer was holding back because they were unsure about the quality of the product, or they couldn’t find information about shipping costs.
Armed with this information, you can make changes to your website, such as providing more detailed product descriptions, adding shipping information to the product page, and addressing any other concerns that the customer has expressed. That way, the next time a similar customer comes around, there’s nothing getting in the way of them completing their purchase.
