opiniac.checkout

Understanding the causes of cart drop-off and abandonment of purchasing process

The main goal of any e-commerce website is making the users easily go through the purchasing process, from their needs and interests, to familiarizing them with the product and purchase, to the confirmation of transaction completion and the information about goods delivery date.

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To achieve that, it is necessary to stay in permanent contact with the users who visit the website. Also their behavior and experience on the site must be investigated. The digital statistics through which you may determine the pages being the most frequently left by the users and being the bottleneck of purchasing process, support basic assessment. To understand the reasons for resignation from purchasing, however, the users' „reviews” should be listened to by gathering comments at the moment when they decide to drop-off the purchasing.

 

Using the adjusted questions, through the opiniac.checkout survey appearing on the website, the  indications on the following issues may be obtained:

What was the most common cause of purchase interruption by users, for example:

  • Price levels, lack of quantity discounts
  • Other, more competitive offers in the Web
  • Long and complicated process of placing the order
  • Concerns about transaction safety
  • Unattractive date or cost of delivery 
  • Limited availability and types of payments 
  • The requirement to register and login
  • Errors and technical problems 
  • Another, quite trivial reasons for users, which may prove to be crucial to non-placing the order in the online store

 

User problems while shopping:

  • Troubles with correct [desired] filling the form
  • Lack of clear messages, e.g. regarding the status of the order, choosing the method of delivery or payment method
  • Emergence of unintelligible error
  • Wrong calculation of price or discount for purchasing the selected products
  • Lack of proper redirection to the operator supporting payment for the goods ordered in  online store

 

Additional comments from the user, relating to the encountered problem:

  •  User's conclusions and remarks, described in his/her own words, for later expert analysis

 

The answers to those issues will determine what are users' greatest problems in going through the entire purchasing process, and thus what areas should be improved.

The opiniac.checkout survey can be placed on each page containing the process ending with the final goal and on the page with thanks for achieving that goal. Such processes may include e.g. purchasing, registration or newsletter signup.

As a part of opiniac.checkout survey, it is possible to take a screenshot by the user without leaving the page or having to install any browser add-ons.

 

The survey may be activated when one of the following events occur, indicating discontinuation of purchasing process or encountering a „bottleneck” by the user on the website:

  • staying on the webpage for more than a number of minutes defined in the system;
  • moving the cursor outside the page active area (e.g. to the address bar, „back” arrow, to the area where next subpage may be opened, to the task bar at the bottom of the screen). It is possible to define the number of coursor moves outside the page area, after which the survey is displayed;
  • leaving the purchase processing page and moving to a non-processing page, e.g. to the informative part of the website. For that case, it is also possible to define the number of coursor moves outside the page area, resulting in survey display;
  • revisiting the page by the user after a few days – the survey questionnaire is displayed to determine why the purchase was abandoned previously.

 

opiniac.checkout survey display options:

  • Displaying a layer with invitation to complete the survey, with "Yes", "No", "Another time" options.
  • “Yes” - displays the survey in a pop-up window. Simultaneously, blocking the display of another invitation is set for the period of 28 days;
  • “No” - removes the layer with invitation;
  • “Another time” - blocks displaying the invitation to complete the survey for 30 minutes.
  • Immediate display of survey layer. The fields adjust automatically to the survey size.

 

Main benefit from surveying the reasons for purchase abandon:

The opiniac.com Customers have permanent insight into the efficiency and proper functioning of purchasing process. With the use of ongoing reviews monitoring, they can immediately react to the problems posing an obstacle to the realization of purchases by their customers.

 

    • Understanding the reasons for leaving the website.

      Observation of users' behaviour is possible through a multitude of various statistics that are a treasure trove of knowledge for every website owner. Data collected in service statistics illustrate behaviour of particular users, regarding, among other things, the following aspects: how long the users stayed on a particular page, where they came to the website from, what pages they visited, and which of them was a page from which they left the website.

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      Multidimensional survey for the Clients

      Basic survey offered by opiniac.com platform allows for collection of declarative ratings and reviews from users on the websites. The survey is embedded on Customer's website and presented, as standard, in the lower right corner of the page, in the form of a opiniac.com pictogram + text inviting to participate in the survey.

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      Understanding the causes of cart drop-off and abandonment of purchasing process

      The main goal of any e-commerce website is making the users easily go through the purchasing process, from their needs and interests, to familiarizing them with the product and purchase, to the confirmation of transaction completion and the information about goods delivery date.

      see more

      Precise survey on website users' loyalty

      The main objective of the NPS [ang. Net Promoter Score] is measurement of customers' loyalty. In other words, the NPS examines whether a customer/user will recommend your business/website to his/her friend.

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      The survey placed within the website content.

      opiniac.insert is a survey placed within the content of analyzed website. The method of placing allows to measure loyalty, evaluation of the offer, brand or other elements placed above the survey. Using the suited questions, through the opiniac.insert survey appearing on the website, the indications on the following issues may be obtained:

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      Survey on mailing attractiveness /dedicated questions to the recipients.

      To obtain users' opinions about correspondence received from the website, it is worth using not only the available statistical tools to measure the effectiveness of the carried out promotional campaign. Also the opiniac.email survey should be used, which will enable knowing users' opinions on the correspondence content.

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      Free testing of opiniac.com platform.

      Free trial version is available for 1 month. With it, the complete functionality of the system may be used but limited to the basic questionnaire – with a set of questions based on the most common problems or issues relating to websites' users.

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      Segmentation of the survey among website visitors

      The survey consists in displaying the questionnaire or invitation to participate in the survey to a predefined group of website users. That group may be defined on the basis of selected criteria, e.g. specific behavior on the website, visiting selected pages, or it may include all new users visiting the website.

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Contact

  • Immediate contact

    kontakt@opiniac.com

  • Sales and marketing

    +48 503 480 656

  • Support and Surveys

    +48 661 627 620

  • Address for correspondence

    opiniac.com
    ul. Murarska 59
    54-135 Wrocław, Poland

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