Unable to see the conversions roll in despite putting in all the efforts? Convert your passive browsers into active buyers by engaging them right when they’re about to leave with the most effective exit intent survey questions.
Investing considerable effort in attracting potential customers to your website through paid ads, organic SEO, and marketing strategies can be disheartening, only to witness them abandon the site without any engagement or action. A conversion, an opportunity, or even a prospective customer is lost every time a user abandons your website.
So, how do you make the most of the last few seconds they’re investing in your website or product?
Welcome exit intent surveys - the last chance to engage with visitors before they jump onto another website (probably your competitor).
Capture Effective Feedback At Exit Intent🔥
Collect real-time, in-moment feedback right before they exit your site to collect useful insights & take appropriate actions.
By presenting a well-crafted exit intent survey, you can proactively engage with your visitors and create a positive experience even as they depart, opening the doorway for their return. Not just that, by capturing their feedback with the right exit intent survey questions, you also get access to a treasure trove of information about the reason behind their exit and areas of improvement. Used strategically, this data could help address their concern and potentially recover the lost conversion before they abandon your site entirely. You can find all types of exit intent survey questions targeting different aspects of your business- user experience, website usability, reasons for abandonment, product preferences, feature/service requirements, or overall customer satisfaction.
Wondering what these exit intent survey questions are that could help you drive customer satisfaction?
In this blog, we'll explore some effective exit intent survey questions that you can use to gather feedback from your audience. We'll also discuss the best practices for creating and distributing exit intent surveys. Let’s dive deep into how to make the most of exit intent surveys, better understand your visitors, and make data-driven decisions to optimize your customer satisfaction and experience.
Table of Content
- Steps to Implement an Exit Intent Survey
Steps to Implement An Exit Intent Survey
Exit intent surveys can be a game-changer for your business if you want to improve your website's user experience and drive conversions. They are one of the most effective forms of website survey to capture user feedback before the jump out. By detecting when visitors are about to leave and collecting their insights through a simple survey or interesting feedback form, you can gauge deeper into the reason behind their exit and the changes you can make to keep them engaged.
Here are the steps you can follow to effectively implement an exit intent survey:
Create the Exit Intent Survey
Creating an exit survey involves adding specific questions that directly address the purpose of the survey. You can include qualitative open-ended questions, quantitative multiple-choice questions, and a rating scale to understand customers’ reasons for exiting.
While creating an exit intent survey, ensure it is visually appealing and easy to navigate, with clear instructions on completing it.
Exit Intent Survey Template
To fetch maximum response, here's an exit survey that you can share with your customers to know why they are leaving your service.
Exit Intent Survey Questions
To bridge the gap between customer intent and conversion, it is important to carry out an exit intent survey. By strategically deploying well-crafted survey questions, you can better understand customers' needs, preferences, and pain points.
If you’re looking to start creating your own exit intent survey, here are a few of the most popular questions your business can use.
Shopping Cart Abandonment Survey
There could be multiple reasons visitors add products to their cart and abandon it without buying. While some might just be window shoppers or casually comparing items, some serious reasons might be leading to shopping cart abandonment. Maybe they got distracted while browsing. Or what if they found the same product for a better price somewhere else? What if they found the delivery charges to be unreasonable? The reasons could be countless.
And that’s exactly why one must ask the users and identify the reason so that required action can be taken to ensure their return, increase the chances of conversion, and boost sales.
Here are some shopping cart abandonment survey questions that you can add to your exit intent survey:
- What prompted you to quit shopping?
- Do you need any additional information to complete the purchase?
- Do you have any queries you’d like to ask before you place your order?
- What is your biggest concern about purchasing from us?
- Were there any concerns or issues that made you hesitate to proceed with the checkout?
- Were there any specific products you could not find or were out of stock?
- Did you encounter any difficulties during the checkout process?
- Were there any security concerns that made you hesitate to purchase?
- Were there any pricing or discount-related issues that influenced your decision?
Website Navigation Survey
According to a study by Baymard Institute, 25% of users abandon websites due to poor navigation. To improve the user experience and reduce website abandonment rates, it's important to understand how visitors navigate your website.
Here are some questions that you can consider for your website exit survey:
- Did you find what you were looking for on our website?
- Did you find our website easy to navigate?
- Was there any information you were unable to find on our website?
- Did you encounter any technical issues while using our website?
- Is there anything you would suggest we improve about our website navigation?
- Did you use our search function to find what you were looking for?
- Was our website loading speed fast enough for your liking?
- Did you find our website visually appealing and easy on the eyes?
- How would you rate your overall experience with our website?
Pricing Abandonment Survey
Even if your target customers like the features of your product, it might happen that they will abandon it after knowing the price. It could be that you don't fit their budget, or they find your price not justifying your product.
If visitors leave your website without taking any further action after reaching your pricing page, it could indicate that something is not working in your pricing strategy or on the pricing page itself. This can lead to a lower conversion rate and loss of potential customers.
By asking the following questions, you can understand the problem and find a solution to fix it:
- What pricing concerns or issues made you hesitate to proceed further?
- Were there any specific pricing options or features unsuitable for your needs?
- Did you find the pricing competitive compared to other alternatives in the market?
- Were there any uncertainties or confusion about the pricing structure?
- Did you encounter any difficulties while trying to compare different pricing options?
- Is there a particular price point at which you would consider our offering more compelling?
- Were there any specific concerns about the value or benefits offered at the given price?
- Would additional information or clarification about our pricing influence your decision?
- What improvements can we make to our pricing strategy to better meet your expectations?
Product Concern Survey
There could be various reasons your customers are unhappy with your product and therefore choosing to exit. Some common concerns include product quality, functionality, user experience, compatibility, and pricing issues. Customers might also exit due to a lack of product information, unclear product descriptions, or difficulty finding the right product on the website. With website feedback at the time of their
Here are some questions to gauge the product concern for customer exit:
- What are you hoping to achieve with our product?
- Did our product meet your expectations? If not, why?
- What did you dislike about our product?
- Was the product easy to use and understand?
- Did you experience any technical difficulties while using our product?
- Did our product solve the problem you were trying to address?
- How does our product compare to similar products on the market?
- Would you recommend our product to others? Why or why not?
- Could we have done anything differently to improve your experience with our product?
Goal Completion Survey
If your customers are using your product or service to complete specific goals such as signing up for newsletters, downloading resources, making a purchase, or any other action that you want them to take, then it is crucial to ensure that they can achieve these goals efficiently and without any hindrances. However, if they are exiting the process before completing the goal, it could be due to various reasons such as confusion, lack of trust, technical difficulties, etc.
Consider these questions to create an exit intent survey for goal completion:
- What can we do to help you complete your goal of visiting our website?
- Did you complete your intended goal on our website today?
- Did you encounter any issues while attempting to complete your goal?
- Did you find the information or product you were looking for?
- If you were not able to complete your goal, would you tell us why?
- Were there any technical difficulties you experienced while trying to complete your goal?
Lead Generation Survey
An exit intent survey for lead generation can be a valuable tool to capture contact information from website visitors who may be interested in your products or services but are not yet ready to purchase. By setting up survey collection during exit intent, you can contact them with targeted email marketing campaigns or personalized sales contacts to nurture the relationship and keep your business and products in mind until they are ready to buy.
These survey questions can help identify and connect with promising leads, ultimately increasing your chances of converting them into customers.
Here are some lead generation survey questions you can add:
- Are you interested in learning more about our products/services?
- Would you like to receive updates about our latest offers and promotions?
- Would you like to speak to a sales representative about our products/services?
- Would you like to schedule a demo of our product/service?
- Can you tell us what could have persuaded you to make a purchase today?
- Are there any specific features or benefits you're looking for in our products/services?
- Would you like to receive a free trial of our product/service?
- Can you share your email address or phone number to receive more information about our products/services?
Landing Page Bounce Research Survey
When you invest time and resources in driving qualified traffic to your website through marketing campaigns, you expect to see a significant improvement in your conversion rate. However, it can be frustrating when the bounce rate from your landing pages is higher than average.
By asking targeted questions in the website survey at exit intent, you can gain valuable insights into what changes you need to make to improve your landing page conversions. For instance, you can ask questions about the design, layout, content, or information provided on the page. This information can help you optimize your landing pages, reduce bounce rates, and increase conversions.
Some example questions for a landing page bounce research survey could include:
- Were you able to find the information you were looking for on this page?
- Was the layout of the page easy to understand and navigate?
- Did the page load quickly enough for you?
- Were the images and visuals on the page helpful?
- Did the content on the page match your expectations?
- Did you encounter any technical issues while browsing the page?
- What was missing from the page that would have made you more likely to take action?
Best Practices for creating Exit Intent Survey
Simply adding a website exit intent survey will not get you actionable feedback. Your survey should be done in such a manner that it is engaging, relevant, and easy to complete for the visitors.
Here are some best practices that you can follow while implementing exit intent surveys:
- Keep it short: Understand that your users might be in a hurry or have a limited time attention span, so your survey should be short and to the point. It should not be loaded with unnecessary questions that would further.
- Make it visible: Your exit intent survey should be highly visible and easy to find for the visitors who are about to leave your website. Use pop-ups, overlays, or catchy designs to garb visitors’ attention and are prompted them to provide feedback.
- Test the survey: Before launching your website exit intent survey, it's important to test it thoroughly to ensure it is configured across all devices. Conduct A/B tests to compare different survey formats, questions, and designs to see which ones are most effective at capturing visitor feedback using survey software.
- Make it easy to exit: While capturing visitor feedback is important, you also want to ensure that your exit intent survey does not create a negative impression of your brand by interfering with the user experience. Provide visitors with a clear and easy way to exit the survey if they choose not to participate.
- Create targeted survey: By creating targeted exit intent surveys for different segments of customers based on their behavior on your website, you can gather more relevant and specific information about the causes of customer churn.
Distribute the Exit Intent Survey
To maximize customer response, you need to know when and where to place your exit intent survey to minimize disruption to customer experience and maximize response. By analyzing customer engagement data through analytics, you can identify the optimal time to display the survey and the most popular channels where customers engage with your product.
Let us look at some ways in which you can distribute your exit intent survey:
Distributing surveys to collect in-app user feedback is the best option when you have a large number of customers who use your application. By capturing the customers’ exit intent in-app, you can identify app-specific reasons other channels might not capture.
In-product feedback surveys are the best medium when you want to obtain insights while the customers are using the product at the moment. By sharing exit intent surveys from in-product, you can collect real-time feedback from engaged users that can be useful for getting product feature requests and identifying usability issues.
Choosing a website as the distribution channel to share the exit intent survey could be your best move toward achieving a higher response rate as it is easily accessible by the customers.
By embedding an exit intent feedback survey on the website, you can gather in-moment customer feedback. Website surveys can be a convenient touchpoint for customers to share their experiences and opinions in real-time.
You can embed an exit intent survey on your website through a pop-up, pop-over, or survey when a user is about to leave the website.
By asking exit intent survey questions through email surveys when your customers have interacted with your product, you can collect more targeted feedback from engaged customers. Even though less used, sharing an exit-intent email survey via email allows you to customize your survey based on questions, length, and images.
Implementing exit intent surveys can be a powerful tool for your business to understand your customers better and improve their product, app, or website user experience. By asking the right questions based on the aspect you want to get insights upon, you can gather valuable data into why customers leave your website and how you can better address their concerns.
The journey of discovering potential customers to conversion requires a thorough understanding of the customer's needs, preferences, and behaviors. By implementing an exit intent survey, you can deliver what your customer wants and increase sales.
Whether you're just starting or looking to optimize your existing conversion funnel, strategically asking the right exit intent survey questions can help deliver a best-in-class customer experience. With the right questions and best practices in place, you can gather actionable insights and improve your conversion rates.
Sign up for a 7-day free trial with Zonka Feedback to get your hands on useful features like pre-built customizable templates for carrying out an effective exit intent survey and sharing the survey using various channels. It also allows you to explore advanced reporting and analytical capabilities to analyze survey responses and effectively close the feedback loop by taking action on feedback.