Online shoppers leave without saying why. These questions follow the order of a purchase: finding the product, checking out, delivery and returns. There's also a question for people who left without buying, the group most shops never hear from.
We've ticked a short starter set. Change it to suit you.
Finding what you wanted
Checkout
Delivery and returns
If you didn't buy
Overall
5questions in your form· about 1 min to answer
Tips for a better ecommerce survey
Send buyers the survey after delivery, not after payment, so they can answer the delivery questions.
Ask people who leave without buying separately, with a short pop-up as they go; they won't open an email.
If delivery cost tops the list of reasons, test a free-delivery threshold before you cut prices.