Cart Abandonment Survey Template

How to Use the Cart Abandonment Survey Template

This section will walk you through how to set up and optimize the Cart Abandonment Survey Template for collecting valuable feedback from customers who leave without completing their purchase.

• Select the Template: Log into your Zonka Feedback account and access the Survey Builder. This allows you to customize or create new cart abandonment survey templates based on your business needs.

• Select the Template: Choose the Cart Abandonment Survey Template from the library. This ready-made template is designed to address common reasons for shopping cart abandonment, such as high shipping costs or limited payment options.

• Customize the Main Question and Response Options: Tailor the primary question—“What stopped you from purchasing today?”—to reflect the most common reasons your customers abandon their carts. You can modify response options like "Price was too high" or "Couldn’t find preferred payment method" based on your online business.

• Add Follow-Up Questions: For more specific feedback, use advanced survey logic to add follow-up questions. For example, if a customer selects "Shipping costs were too high," you can ask: "Would free or discounted shipping have changed your decision?"

• Customize the Design: Ensure your survey matches your brand’s look by adding your logo and adjusting colors and fonts. Zonka Feedback’s intuitive design tools make this process simple, ensuring a seamless integration with your website.

• Set Behavioral Triggers: Configure triggers like exit intent or inactivity to ensure the cart abandonment survey appears when users are about to leave. These smart triggers help you capture feedback without disrupting the shopping experience.

• Test and Preview the Survey: Before launching, use the Preview feature to test the survey flow and ensure everything works as intended. Ensure all questions and triggers function smoothly to provide a positive user experience.

• Deploy Across Key Channels: Once the survey is ready, deploy it as a pop-up on key pages, such as the shopping cart or checkout stage. You can also send follow-up surveys via email or SMS to users who abandoned their carts.

• Analyze and Act on Feedback: Monitor responses in real-time using Zonka Feedback’s dashboard. Analyze the feedback data to identify trends like high shipping costs or lack of payment options. Use these insights to improve the customer experience and reduce cart abandonment.

Why Customers Abandon Carts and How to Fix It?

Here’s a closer look at why customers abandon their carts and how you can use Zonka Feedback’s Cart Abandonment Survey Template to solve these issues:

• High Shipping Costs - Unexpected shipping fees are a common reason for cart abandonment.

  Solution: Gather feedback on shipping costs and offer free shipping on minimum orders or clear upfront cost details early in the process.

• Complicated Checkout Process - A lengthy or confusing checkout process frustrates users, causing them to abandon the cart.

  Solution: Based on feedback, simplify the checkout process by reducing form fields, offering guest checkout, and enabling auto-fill features for user convenience.

• Lack of Payment Options - Limited payment choices can drive customers away when their preferred method isn’t available.

  Solution: From the survey feedback, expand payment methods such as digital wallets, Buy Now Pay Later, or local currency options to meet customer expectations.

• Unexpected Costs at Checkout - Additional fees, like taxes or handling, shock customers at the final stage.

  Solution: Provide full transparency of costs, including fees, taxes, and delivery charges before checkout. Consider offering loyalty discounts to soften the impact.

• Just Browsing - Some customers are merely browsing or comparing prices when they abandon their carts.

  Solution: Use exit surveys to understand their mindset and follow up with personalized emails, reminders, or limited-time discount codes to bring them back.