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Using Exit Surveys to Uncover Why Potential Buyers Aren't Converting

One of the most sought-after targeting options within Qualaroo is the ability to run exit surveys. Exit surveys currently only work on the desktop version of surveys.

Where the Option Is and How It Works

The "exit survey" option is under the "Targeting" section under "When should this survey be displayed?". Select the option "When it looks like the user is about to abandon the page."

The option only fires the survey when the user approaches the close browser button.

This video walks you through some typical exit survey recipes.

Survey Content

What would've convinced you to complete the purchase of the item(s) in your cart?
What was your biggest fear or concern about purchasing from us?
If you did not make a purchase today, can you tell us why not?
Do you have any questions before you complete your purchase?
Is there anything preventing you from completing your purchase?

Recommended answer type:

Text-Based Answer

Single answer selection with the most common hesitation reasons and an "Other" option that leads to a free-form response. We recommend collecting these reasons first as part of your survey iteration process.

Example 1:

Example 2:

Example 3:

If you need help understanding all the options available within the Survey Editor, you can visit this portion of our Help Center.

Recommended Targeting Options

Where should this survey appear?: Target the shopping cart or checkout pages only (i.e., http://ecommercesite.com/checkout/cart). If this URL is dynamic, you'll want to use a Regular Expression. You can also rephrase and target the question on the purchase confirmation page.
Who should be prompted to take this survey?: 100% of all visitors
When should this survey be displayed?: When it looks like the user is about to abandon the page
How often should this survey be displayed?: Only show once per visitor, or continue showing until a visitor provides a response

TIP: If you're investigating cart abandonment, visitors will inevitably bring up the price issue. One trick some customers have found to combat this is to offer free shipping to customers who complete their purchase or a promotional code that will give visitors a discount on their overall purchase.

If you need help understanding all the options available within the Targeting Section, please visit this portion of our Help Center.

These are just suggestions. We recommend experimenting to see what works best for you!

While the suggestions mentioned are a great place to start, please keep in mind that what may work well for some may not work for all. Constantly test and tweak your surveys to hone what works best for your circumstances.

Click here to see how we recommend changing your surveys to get better results.

That is all about using exit surveys to uncover why potential buyers aren't converting.

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New Visitor/Discovery Surveys