Top Questions to Ask if You Have Low Checkout Conversion

Posted on 2024-5-4 by Chris Gregori

If your e-commerce site is experiencing low conversion rates at checkout, deploying a well-timed pop-up survey can provide insights directly from users abandoning their carts. Here are some key questions to consider including in your checkout pop-up:

For Users Abandoning Their Cart:

1. What made you decide not to complete your purchase today?

   • Offer multiple choice options like: Unexpected costs, Payment issues, Too many steps, Security concerns, Other (with ability to elaborate)
   • This question helps identify major blockers or friction points deterring users from converting.

2. Was there a step that caused frustration?

   • Open-ended question to pinpoint specific pain points in the checkout flow.

3. How can we improve the checkout experience for you?

   • Open-ended feedback lets users suggest improvements in their own words.

For Users Who Completed Checkout:

While it’s equally important to learn from successful conversions, you can provide a more positive framing, such as:

1. How would you rate your overall checkout experience today?

   • Use a rating scale (e.g., 1-5 stars) to gauge satisfaction levels quickly.
   • Follow up poor ratings with: “What could we do to make it better?”

2. Were there any points where you considered abandoning your cart?

   • If yes, ask: “What made you continue with your purchase?”
   • Uncovers hurdles users overcame and motivating factors for conversion.

3. Is there any other feedback about the checkout process?

   • Open-ended catch-all for additional insights.

By triggering these questions as a pop-up widget when users abandon their cart or complete checkout, you can capture highly relevant, in-the-moment feedback. Analyze responses to identify common issues, implement improvements, and boost conversions through an optimized user experience.

Of course, you can just automatically collect feedback and ask dynamic, personalised follow-up questions using uini.io