There are several examples where uncovering points of friction are important. This is especially true if those visitors were not able to accomplish the task they set out to do. You can easily use Qualaroo to help uncover these friction points in the site experience to give you the opportunity to correct them.
Possible questions to ask to help uncover this objective:
- "Is there anything preventing you from completing your purchase?"
- "What could we do to make this site more useful?"
- "On this page, it seems like I should be able to..."
- "Is there anything on this site that doesn't work the way you expected it to?"
Recommended answer type: Text based answer
For this objective we strongly recommend not giving visitors a list of options. Reason being is this method can and will work against you by effectively leading the customer to the information or sources you already know about. We want to uncover the answers that we don't already know, and the best way to do this is to give your visitors the opportunity to tell you what they think.
If you need help understanding all the options available within the Survey Editor, please visit this portion of our Help Center.
Recommended targeting options
- Where should this survey appear?: Pages with low conversion rates, the checkout process.
- Who should be prompted to take this survey?: Use the "target by technology" to focus on specific browsers with odd/unexpected conversion rates. You can also focus on "unknown" visitors if using the identity feature if you want to target those who haven't signed up yet.
- When should this survey be displayed?: Either employ the page abandonment option or do a delay (15-30 seconds)
- How often should this survey be displayed?: Only show once per visitor
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, we ask you to keep in mind that what may work well for some many not work for all. Constantly test and tweak your surveys to hone in on what works best for your circumstances. Click here to see how we recommend making changes to your surveys to get better results.