Cart Abandonment Survey
This cart abandonment survey helps e-commerce businesses understand why shoppers leave without completing their purchase. It identifies common barriers including pricing concerns, shipping costs, checkout friction, payment issues, and comparison shopping behavior. The form uses smart conditional logic to probe deeper based on the primary reason, providing actionable insights to reduce abandonment and improve conversion rates.
Try the Form
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
475
476
477
export function cartAbandonment(form: FormTs) {
// Cart Abandonment Survey - E-commerce exit intent feedback
// Demonstrates: RadioButton, Dropdown, conditional sections, dynamic visibility, recovery options
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Before You Go...',
computedValue: () => 'Help us understand how we can serve you better',
customStyles: {
backgroundColor: '#f97316',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Primary Reason
// ============================================
const primarySection = form.addSubform('primarySection', {
title: 'What stopped you from completing your purchase?',
customStyles: { backgroundColor: '#fff7ed', padding: '16px', borderRadius: '8px' }
});
primarySection.addRow(row => {
row.addRadioButton('primaryReason', {
label: 'Select the main reason',
options: [
{ id: 'price_too_high', name: 'Price was too high' },
{ id: 'shipping_cost', name: 'Shipping costs were unexpected' },
{ id: 'just_browsing', name: 'Just browsing / not ready to buy' },
{ id: 'comparing', name: 'Comparing prices elsewhere' },
{ id: 'checkout_issues', name: 'Checkout was too complicated' },
{ id: 'payment_issues', name: 'Payment method not available' },
{ id: 'trust_concerns', name: 'Security/trust concerns' },
{ id: 'found_elsewhere', name: 'Found it cheaper elsewhere' },
{ id: 'delivery_time', name: 'Delivery time too long' },
{ id: 'other', name: 'Other reason' }
],
orientation: 'vertical',
isRequired: true
});
});
// ============================================
// SECTION 2: Price Concerns (Conditional)
// ============================================
const priceSection = form.addSubform('priceSection', {
title: 'Tell Us About Pricing',
isVisible: () => {
const reason = primarySection.radioButton('primaryReason')?.value();
return reason === 'price_too_high' || reason === 'comparing' || reason === 'found_elsewhere';
},
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' }
});
priceSection.addRow(row => {
row.addRadioButton('priceExpectation', {
label: 'How much were you expecting to pay?',
options: [
{ id: 'much_less', name: 'Much less (30%+ cheaper)' },
{ id: 'bit_less', name: 'A bit less (10-30% cheaper)' },
{ id: 'slightly_less', name: 'Slightly less (under 10%)' },
{ id: 'same', name: 'About the same price' }
],
orientation: 'vertical'
});
});
priceSection.addRow(row => {
row.addSlider('acceptablePrice', {
label: 'What discount would make you complete the purchase?',
min: 5,
max: 50,
step: 5,
showValue: true,
unit: '% off',
defaultValue: 15
});
});
priceSection.addRow(row => {
row.addThumbRating('wouldBuyWithDiscount', {
label: 'Would a discount code convince you to buy today?',
showLabels: true,
upLabel: 'Yes, probably',
downLabel: 'No, not right now',
alignment: 'left'
});
});
// ============================================
// SECTION 3: Shipping Concerns (Conditional)
// ============================================
const shippingSection = form.addSubform('shippingSection', {
title: 'Shipping Feedback',
isVisible: () => {
const reason = primarySection.radioButton('primaryReason')?.value();
return reason === 'shipping_cost' || reason === 'delivery_time';
},
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#dbeafe', borderLeft: '4px solid #3b82f6' }
});
shippingSection.addRow(row => {
row.addRadioButton('shippingConcern', {
label: 'What\'s your main shipping concern?',
options: [
{ id: 'cost_unexpected', name: 'Shipping cost was higher than expected' },
{ id: 'free_shipping_threshold', name: 'Didn\'t want to buy more to get free shipping' },
{ id: 'delivery_too_slow', name: 'Delivery time too slow' },
{ id: 'no_express', name: 'No express shipping option' },
{ id: 'international', name: 'International shipping issues' }
],
orientation: 'vertical'
});
});
shippingSection.addRow(row => {
row.addSlider('maxShippingWilling', {
label: 'Maximum shipping cost you\'d be willing to pay ($)',
min: 0,
max: 20,
step: 1,
showValue: true,
unit: '$',
defaultValue: 5
});
});
shippingSection.addRow(row => {
row.addThumbRating('freeShippingConvert', {
label: 'Would free shipping convince you to complete the purchase?',
showLabels: true,
upLabel: 'Yes, definitely',
downLabel: 'Not the main issue',
alignment: 'left'
});
});
// ============================================
// SECTION 4: Checkout Issues (Conditional)
// ============================================
const checkoutSection = form.addSubform('checkoutSection', {
title: 'Checkout Experience',
isVisible: () => {
const reason = primarySection.radioButton('primaryReason')?.value();
return reason === 'checkout_issues' || reason === 'payment_issues';
},
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' }
});
checkoutSection.addRow(row => {
row.addCheckboxList('checkoutProblems', {
label: 'What problems did you encounter?',
options: [
{ id: 'too_many_steps', name: 'Too many steps' },
{ id: 'account_required', name: 'Required account creation' },
{ id: 'form_errors', name: 'Form errors/validation issues' },
{ id: 'slow_loading', name: 'Page was slow to load' },
{ id: 'confusing_layout', name: 'Confusing layout' },
{ id: 'missing_payment', name: 'My payment method wasn\'t available' },
{ id: 'payment_failed', name: 'Payment was declined' },
{ id: 'coupon_issues', name: 'Coupon code didn\'t work' }
],
orientation: 'vertical'
});
});
checkoutSection.addRow(row => {
row.addDropdown('preferredPayment', {
label: 'What payment method would you prefer?',
options: [
{ id: 'credit_card', name: 'Credit/Debit Card' },
{ id: 'paypal', name: 'PayPal' },
{ id: 'apple_pay', name: 'Apple Pay' },
{ id: 'google_pay', name: 'Google Pay' },
{ id: 'klarna', name: 'Buy Now Pay Later (Klarna, Affirm)' },
{ id: 'crypto', name: 'Cryptocurrency' },
{ id: 'bank_transfer', name: 'Bank Transfer' }
],
placeholder: 'Select preferred payment'
});
});
// ============================================
// SECTION 5: Trust Concerns (Conditional)
// ============================================
const trustSection = form.addSubform('trustSection', {
title: 'Trust & Security',
isVisible: () => primarySection.radioButton('primaryReason')?.value() === 'trust_concerns',
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#faf5ff', borderLeft: '4px solid #a855f7' }
});
trustSection.addRow(row => {
row.addCheckboxList('trustConcerns', {
label: 'What made you concerned?',
options: [
{ id: 'no_https', name: 'Website didn\'t seem secure' },
{ id: 'unknown_brand', name: 'Never heard of this store before' },
{ id: 'no_reviews', name: 'Couldn\'t find reviews' },
{ id: 'too_good', name: 'Prices seemed too good to be true' },
{ id: 'payment_security', name: 'Worried about payment security' },
{ id: 'return_policy', name: 'Unclear return policy' },
{ id: 'contact_info', name: 'No contact information visible' }
],
orientation: 'vertical'
});
});
trustSection.addRow(row => {
row.addSuggestionChips('wouldHelpTrust', {
label: 'What would help build your trust?',
suggestions: [
{ id: 'reviews', name: 'Customer Reviews' },
{ id: 'security_badges', name: 'Security Badges' },
{ id: 'money_back', name: 'Money-Back Guarantee' },
{ id: 'contact', name: 'Easy Contact' },
{ id: 'social_proof', name: 'Social Media Presence' },
{ id: 'secure_payment', name: 'Trusted Payment Methods' }
],
max: 3,
alignment: 'left'
});
});
// ============================================
// SECTION 6: Just Browsing (Conditional)
// ============================================
const browsingSection = form.addSubform('browsingSection', {
title: 'When Will You Be Ready?',
isVisible: () => primarySection.radioButton('primaryReason')?.value() === 'just_browsing',
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' }
});
browsingSection.addRow(row => {
row.addRadioButton('purchaseTimeline', {
label: 'When do you plan to make a purchase?',
options: [
{ id: 'today', name: 'Today, just deciding' },
{ id: 'this_week', name: 'This week' },
{ id: 'this_month', name: 'This month' },
{ id: 'researching', name: 'Still researching options' },
{ id: 'not_sure', name: 'Not sure yet' }
],
orientation: 'vertical'
});
});
browsingSection.addRow(row => {
row.addThumbRating('saveCart', {
label: 'Would you like us to save your cart?',
showLabels: true,
upLabel: 'Yes, save it',
downLabel: 'No thanks',
alignment: 'left'
});
});
browsingSection.addRow(row => {
row.addCheckbox('notifyPriceDrop', {
label: 'Notify me if prices drop on items in my cart'
});
});
// ============================================
// SECTION 7: Other Reason (Conditional)
// ============================================
const otherSection = form.addSubform('otherSection', {
title: 'Tell Us More',
isVisible: () => primarySection.radioButton('primaryReason')?.value() === 'other',
customStyles: { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
otherSection.addRow(row => {
row.addTextarea('otherReason', {
label: 'Please describe what stopped you',
placeholder: 'Your feedback helps us improve...',
rows: 3,
autoExpand: true,
isRequired: true
});
});
// ============================================
// SECTION 8: Product Feedback
// ============================================
const productSection = form.addSubform('productSection', {
title: 'About the Product(s)',
customStyles: { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
productSection.addRow(row => {
row.addThumbRating('foundWhatNeeded', {
label: 'Did you find what you were looking for?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No / Partially',
alignment: 'left'
});
});
productSection.addRow(row => {
row.addTextarea('missingProduct', {
label: 'What were you looking for that you couldn\'t find?',
placeholder: 'Help us improve our selection...',
rows: 2,
autoExpand: true,
isVisible: () => productSection.thumbRating('foundWhatNeeded')?.value() === 'down'
});
});
productSection.addRow(row => {
row.addRadioButton('productInfoSufficient', {
label: 'Was there enough product information?',
options: [
{ id: 'yes', name: 'Yes, plenty of info' },
{ id: 'mostly', name: 'Mostly, but some gaps' },
{ id: 'no', name: 'No, needed more details' }
],
orientation: 'horizontal'
});
});
productSection.addRow(row => {
row.addCheckboxList('missingInfo', {
label: 'What information was missing?',
options: [
{ id: 'specs', name: 'Technical specifications' },
{ id: 'size_guide', name: 'Size guide/dimensions' },
{ id: 'reviews', name: 'Customer reviews' },
{ id: 'photos', name: 'More product photos' },
{ id: 'video', name: 'Product video' },
{ id: 'availability', name: 'Stock/availability info' }
],
orientation: 'vertical',
isVisible: () => productSection.radioButton('productInfoSufficient')?.value() !== 'yes'
});
});
// ============================================
// SECTION 9: Recovery Options
// ============================================
const recoverySection = form.addSubform('recoverySection', {
title: 'How Can We Help?',
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#f0fdf4' }
});
recoverySection.addRow(row => {
row.addCheckboxList('helpOptions', {
label: 'What would help you complete your purchase?',
options: [
{ id: 'discount', name: 'A discount code' },
{ id: 'free_shipping', name: 'Free shipping' },
{ id: 'remind_later', name: 'A reminder email later' },
{ id: 'chat_support', name: 'Live chat support' },
{ id: 'phone_support', name: 'Phone support' },
{ id: 'more_info', name: 'More product information' },
{ id: 'nothing', name: 'Nothing right now' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 10: Contact for Follow-up
// ============================================
const contactSection = form.addSubform('contactSection', {
title: 'Stay Connected',
isVisible: () => {
const helpOptions = recoverySection.checkboxList('helpOptions')?.value() || [];
return !helpOptions.includes('nothing');
}
});
contactSection.addRow(row => {
row.addCheckbox('subscribeOffers', {
label: 'Send me exclusive offers and discounts'
});
});
contactSection.addRow(row => {
row.addEmail('contactEmail', {
label: 'Email Address',
placeholder: 'your@email.com',
isVisible: () => contactSection.checkbox('subscribeOffers')?.value() === true,
isRequired: () => contactSection.checkbox('subscribeOffers')?.value() === true
});
});
// ============================================
// SUMMARY SECTION
// ============================================
const summarySection = form.addSubform('summarySection', {
title: 'Summary',
isVisible: () => primarySection.radioButton('primaryReason')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const reason = primarySection.radioButton('primaryReason')?.value();
const helpOptions = recoverySection.checkboxList('helpOptions')?.value() || [];
const wouldBuyWithDiscount = priceSection.thumbRating('wouldBuyWithDiscount')?.value();
const freeShippingConvert = shippingSection.thumbRating('freeShippingConvert')?.value();
if (!reason) return '';
const reasonLabels: Record<string, string> = {
'price_too_high': 'Price concerns',
'shipping_cost': 'Shipping costs',
'just_browsing': 'Just browsing',
'comparing': 'Price comparison',
'checkout_issues': 'Checkout problems',
'payment_issues': 'Payment issues',
'trust_concerns': 'Trust/security',
'found_elsewhere': 'Found elsewhere',
'delivery_time': 'Delivery time',
'other': 'Other reason'
};
let emoji = '🛒';
if (wouldBuyWithDiscount === 'up' || freeShippingConvert === 'up') {
emoji = '💰';
} else if (reason === 'just_browsing') {
emoji = '👀';
}
let summary = `${emoji} Cart Abandonment Summary\n`;
summary += `${'═'.repeat(28)}\n\n`;
summary += `📋 Main Reason: ${reasonLabels[reason] || reason}\n`;
if (helpOptions.length > 0 && !helpOptions.includes('nothing')) {
summary += `\n🤝 Recovery Options: ${helpOptions.length} selected`;
}
if (wouldBuyWithDiscount === 'up') {
summary += `\n💸 Would convert with discount`;
}
if (freeShippingConvert === 'up') {
summary += `\n🚚 Would convert with free shipping`;
}
return summary;
},
customStyles: {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px',
backgroundColor: '#fff7ed',
borderLeft: '4px solid #f97316'
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => primarySection.radioButton('primaryReason')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your input helps us create a better shopping experience. We hope to see you back soon!'
});
}
Frequently Asked Questions
When should this survey appear?
Trigger on exit intent (mouse moving toward browser close), after cart inactivity (2-3 minutes), or when users navigate away from checkout. Avoid showing immediately - wait until clear abandonment signals.
What's a typical cart abandonment rate?
The average cart abandonment rate is 69-70% across e-commerce. Mobile rates are higher (85%+). Understanding why through surveys can help reduce your specific rate significantly.
Should I offer an incentive to complete the survey?
A small incentive like 10% off or free shipping can boost survey completion AND potentially recover the sale. However, be careful not to train customers to expect discounts for abandoning.
What are the most common abandonment reasons?
Top reasons include: unexpected shipping costs (48%), required account creation (24%), complicated checkout (18%), security concerns (17%), and finding a better price elsewhere (16%). This survey helps identify your specific mix.
How can I use the survey data?
Use insights to prioritize checkout improvements. If shipping cost is top concern, consider free shipping thresholds. If trust is an issue, add security badges. Create segmented remarketing based on abandonment reasons.