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Get Early AccessCollect feedback on why your customers are abandoning their shopping cart and leaving your e-commerce website using Cart Abandonment Survey Template.
Customers abandoning carts without making a purchase? Use this quick Cart Abandonment Survey to find out the reason(s) behind customers leaving your e-commerce website and use the feedback to improve customer experience.
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This is the primary question included in the abandoned cart survey template:
1. What stopped you from purchasing today?
Price was too high
Cost of shipping was too expensive
Lack of payment options
Other (please specify)
This question helps pinpoint the exact reason a customer left without completing their purchase, such as high costs or limited payment options. It’s designed to gather actionable insights directly from users.
Purpose:
Identify Key Issues: Understand what’s preventing customers from finalizing their purchase.
Improve Checkout Flow: Make changes based on feedback to reduce barriers in the process.
Optimize User Experience: Use insights to refine the shopping journey.
Boost Conversion Rates: Address specific pain points to encourage users to complete their purchases.
Tailoring your cart abandonment survey question can help you gather more specific insights into why customers are leaving without completing their purchases. Here’s how to customize the question for deeper, actionable feedback:
Refine the Language for Clarity
Simplify the language based on common customer concerns. For example, instead of "Cost of shipping was too expensive," try a more specific option like, "Shipping costs were unclear or too high."
Example: "What stopped you from completing your purchase?"
The total price was higher than expected
Shipping fees were too expensive or unclear
Couldn’t find my preferred payment method
Other (please specify)
Add Contextual Questions Based on User Behavior
Personalize questions depending on user actions. If the customer has spent a significant amount of time on the shopping cart page or added items but abandoned, the question can reflect this context.
Example: "You’ve added items to your cart. What stopped you from completing your purchase?"
Shipping costs were too high
I was comparing prices
I couldn’t find a suitable discount code
Segment Questions Based on Abandonment Stage
Tailor the question based on where the customer left in the process—whether at the checkout stage or on the payment page. This allows for more focused feedback.
Example: "At checkout, what made you reconsider your purchase?"
Payment methods weren’t convenient
Checkout process was too complicated
Unsure about return policy
In Zonka Feedback’s Cart Abandonment Survey Template, adding follow-up questions allows you to gather more detailed insights into why customers are abandoning their carts. These additional questions are designed to uncover the root causes behind their actions, helping you refine your strategy.
1. Clarify Pricing Issues - If a user selects "Price was too high," you could follow up with:
Follow-up Question: "What price range would have encouraged you to complete your purchase?"
2. Address Shipping Concerns - For those selecting "Shipping costs were too high":
Follow-up Question: "Would free or discounted shipping have changed your decision?"
3. Investigate Payment Preferences - If "Lack of payment options" is chosen, follow up with:
Follow-up Question: "Which payment method would you have preferred?"
4. Understand Browsing Behavior - If a customer selects "I was just browsing," ask:
Follow-up Question: "What additional information would help you make a decision?"
This section will walk you through how to set up and optimize the Cart Abandonment Survey Template for collecting valuable feedback from customers who leave without completing their purchase.
Select the Template: Log into your Zonka Feedback account and access the Survey Builder. This allows you to customize or create new cart abandonment survey templates based on your business needs.
Select the Template: Choose the Cart Abandonment Survey Template from the library. This ready-made template is designed to address common reasons for shopping cart abandonment, such as high shipping costs or limited payment options.
Customize the Main Question and Response Options: Tailor the primary question—“What stopped you from purchasing today?”—to reflect the most common reasons your customers abandon their carts. You can modify response options like "Price was too high" or "Couldn’t find preferred payment method" based on your online business.
Add Follow-Up Questions: For more specific feedback, use advanced survey logic to add follow-up questions. For example, if a customer selects "Shipping costs were too high," you can ask: "Would free or discounted shipping have changed your decision?"
Customize the Design: Ensure your survey matches your brand’s look by adding your logo and adjusting colors and fonts. Zonka Feedback’s intuitive design tools make this process simple, ensuring a seamless integration with your website.
Set Behavioral Triggers: Configure triggers like exit intent or inactivity to ensure the cart abandonment survey appears when users are about to leave. These smart triggers help you capture feedback without disrupting the shopping experience.
Test and Preview the Survey: Before launching, use the Preview feature to test the survey flow and ensure everything works as intended. Ensure all questions and triggers function smoothly to provide a positive user experience.
Deploy Across Key Channels: Once the survey is ready, deploy it as a pop-up on key pages, such as the shopping cart or checkout stage. You can also send follow-up surveys via email or SMS to users who abandoned their carts.
Analyze and Act on Feedback: Monitor responses in real-time using Zonka Feedback’s dashboard. Analyze the feedback data to identify trends like high shipping costs or lack of payment options. Use these insights to improve the customer experience and reduce cart abandonment.
Here’s a closer look at why customers abandon their carts and how you can use Zonka Feedback’s Cart Abandonment Survey Template to solve these issues:
High Shipping Costs - Unexpected shipping fees are a common reason for cart abandonment.
Solution: Gather feedback on shipping costs and offer free shipping on minimum orders or clear upfront cost details early in the process.
Complicated Checkout Process - A lengthy or confusing checkout process frustrates users, causing them to abandon the cart.
Solution: Based on feedback, simplify the checkout process by reducing form fields, offering guest checkout, and enabling auto-fill features for user convenience.
Lack of Payment Options - Limited payment choices can drive customers away when their preferred method isn’t available.
Solution: From the survey feedback, expand payment methods such as digital wallets, Buy Now Pay Later, or local currency options to meet customer expectations.
Unexpected Costs at Checkout - Additional fees, like taxes or handling, shock customers at the final stage.
Solution: Provide full transparency of costs, including fees, taxes, and delivery charges before checkout. Consider offering loyalty discounts to soften the impact.
Just Browsing - Some customers are merely browsing or comparing prices when they abandon their carts.
Solution: Use exit surveys to understand their mindset and follow up with personalized emails, reminders, or limited-time discount codes to bring them back.
This template collects real-time feedback from users who abandon their carts. By understanding specific reasons like high shipping costs or complicated checkout processes, businesses can address these issues to enhance the customer experience and improve conversion rates.
Yes, the template allows full customization, letting you modify questions, add personalized follow-ups, and incorporate your brand’s design elements. You can also tailor questions to focus on specific checkout stages, ensuring the feedback you collect is highly relevant.
Zonka Feedback enables you to configure exit intent triggers that activate the survey when users move to leave the page. This ensures feedback is captured just before they abandon the cart, helping you identify critical issues in real time.
The survey provides insights into key cart abandonment drivers such as pricing, lack of preferred payment options, and unexpected fees. These insights allow you to pinpoint areas needing improvement, helping reduce cart abandonment and increase purchases.
Zonka Feedback allows you to automate actions based on customer responses. For example, you can send discount codes, follow-up emails, or targeted offers to re-engage users, encouraging them to return and complete their purchase.
The platform’s real-time dashboard allows you to track and analyze feedback. You can identify patterns, segment responses, and use these insights to make data-driven improvements to your checkout process, reducing cart abandonment rates and boosting sales.
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