Shopping Cart Abandonment Surveys

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In the second quarter of 2022, over 75 percent of shoppers abandoned their carts on desktops. Eighty-five percent of shoppers abandoned their carts on mobile devices. How can eCommerce businesses improve that number? A shopping cart abandonment survey is a good start.

Cart Abandonment Statistics
Why Cart Abandonment Surveys Are Crucial
Every eCommerce marketer wants to know how to reduce their cart abandonment rate, and the first step is to understand why your shoppers are abandoning their carts in the first place.

Reasons for shopping cart abandonment
Source: Statista
There are many reasons for cart abandonment, but it’s not enough to know why most shoppers abandon their carts.

You need to know why your shoppers abandon their carts.

And one of the best ways to do that is to ask them.

How to Conduct a Shopping Cart Abandonment Survey
When you’re ready to get serious about reducing cart abandonment and you belize whatsapp data want to conduct a survey, you’ll need to determine three things:

What questions are you going to ask?
How are you going to ask them?
What survey software will you use?
How will you deliver the survey?
Recommended Questions
Some of the questions you’ll want to ask include:

Why didn’t you complete your purchase today?
What change would have persuaded you to complete the purchase?
What fears or concerns did you have about the purchase?
Did you have any unanswered questions before or during checkout?
Did something prevent you from completing your purchase?
You can ask these in different ways in the same survey to get more context. For example, you might ask: “Why didn’t you complete your purchase today?” and provide options in the form of checkboxes or a dropdown box. Then you might say, “What made you decide not to finishing checking out today?” with an open-ended text field so they can answer in more detail if they want.

Survey Question Format
But what are you going to ask? And how?

Depending on the software you choose, you may have a few simple question formats, or so many that you don’t even know what to do with some of them.

Survey Monkey question types
Source: SurveyMonkey
Besides all of the different types of questions, there are two question categories to consider.

The first category is open-ended questions. You ask questions and let respondents answer however they want. But the resulting data will take longer to analyze because you won’t be able to do anything with it (other than read the results one-by-one) until you clean up the data.

The alternative is to ask questions with a set range of options. That could mean a dropdown box, a ranking from 1 to 10, checkboxes, or any other field type that will restrict the responses. These results will be easier to analyze, but you might miss out on some good information that would have been provided in an open text field.

Fortunately, you don’t have to pick one or the other. The best option is to combine the two.