Feedback Surveys
Understand why customers abandoned a purchase
Around 84% of visitors add something to their shopping carts but leave a site without buying. Feedback surveys help you to find out why.
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How it works
Survey shoppers about their reasons for leaving the site or ask customers for feedback on your products and service.
Email Surveys
Understand why your visitors are abandoning with just one click. Simple multi-choice questions maximize responses.
On-Site Surveys
Ask for feedback at the point a visitor wants to leave, and you’ll still have time to change their mind. These surveys can be displayed when customers show exit intent, allowing you to provide real-time solutions based on your visitor’s response.
Results & Benchmarking
Surveys allow you to see where you are performing well or identify areas for improvement. We collate data and benchmark results against other websites in your industry.
About Feedback Surveys
On average, around 84% of site visitors who add items to their cart will abandon checkout without making a purchase, finishing quote forms, or completing travel bookings.
Finding out why people abandon provides valuable insight for retailers, which enables them to improve the online experience and increase conversion rates for other shoppers.
People will abandon for a variety of reasons. For example, some may be researching with little intention to buy on that visit.
However, some will abandon because of problems that can be fixed, and Feedback Surveys sent after abandonment can produce some valuable insights which help sites to minimize abandonment rates.
Feedback Surveys can be used on-site, at the point where customers are considering abandoning a purchase or booking. These can be set to deliver at a point when the visitor looks likely to abandon, asking them why they decided not to buy, with the ability to offer help at the point where it’s needed.
Surveys can also be emailed to customers who abandoned the site. They’re often used alongside cart abandonment email cycles. When a visitor abandons a purchase, retailers can trigger cart abandonment emails, often showing cart contents and attempting to tempt customers back to the site to complete their purchase.
If shoppers don’t respond to these emails, a follow up can be sent with an invitation to complete a Feedback Survey about their reasons for not buying.
It’s also important to gain insights from customers that do make a purchase. This feedback can be used by retailers to learn more about their products, such as how comfortable shoes are, which products are performing best in terms of customer satisfaction, and to address any issues uncovered by the surveys.
Timing is key, and the optimal send time will depend on the product involved. Customers need to have had enough time to use and get to know the product, but it also helps to time survey messages at a point when the purchase is still fresh in their minds.
Send times can be customized according to the products customers have bought, as some products might take more time to evaluate than others. Surveys can also be targeted towards specific items that you need more feedback on.
Whether served to shoppers on-site or sent via email, our feedback surveys are designed to be simple to complete in order to maximize the amount of useful feedback you receive from shoppers.
