Don\u2019t Ignore Non-Buyers<\/h3>\n
Another group worth surveying is window shoppers\u2014those almost-customers who clicked around on product pages for a while, added a few items to their shopping cart, maybe even initiated the checkout process, but for some reason did not go all the way.<\/p>\n
![\"window-shop\"](\"https:\/\/qualaroo.com\/blog\/wp-content\/uploads\/2016\/10\/window-shop.png\")
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Just as it\u2019s beneficial to learn what makes your product \u201cmust-have\u201d for your most loyal users, it\u2019s critical you learn what objections and barriers are stopping these lookers from becoming buyers. But how do you even begin to go about getting answers from visitors who didn\u2019t complete the checkout process and thus didn\u2019t provide any contact information?<\/p>\n
Once they exit, these visitors\u2014both their insight and their potential purchases\u2014might as well have never existed. Though you can always run retargeting ads, even the best campaigns will return a fraction of these visitors. You need another tool in your arsenal, one that allows you to catch them in the moment\u2014while they\u2019re still on your site, dealing with whatever objections are keeping them from taking that ultimate step from visitor to customer.<\/p>\n
Uncover Hidden Issues with Onpage Surveys<\/h3>\n
Known as page-based, on-site, or in-line surveying, this type of survey is implemented directly on key pages of your website, when and where you need it most. If, for example, you manage an ecommerce site that struggles with cart abandonment, you can present visitors with an on-site survey during the checkout process and find out what exactly is preventing visitors from completing their orders.<\/p>\n
![\"headsets\"](\"https:\/\/qualaroo.com\/blog\/wp-content\/uploads\/2016\/10\/headsets.jpg\")
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HeadsetsDepot.com uses a Qualaroo onpage survey to determine why shoppers abandon their carts.<\/p>\n
You can use that feedback to inform your testing and optimization program, improving conversion rates and profitability of your ecommerce store. The feedback may surprise you. While you may get a slew of price objections, you may also learn that your site didn\u2019t feel trustworthy enough, or that they were unsure of your return policy. These are all easy fixes with messaging and creative tweaks that can be tested.<\/p>\n
More serious issues can be uncovered as well, like one Qualaroo customer who found a potential $60,000 issue with javascript validation<\/a> for certain shoppers using Safari web browsers. Needless to say, your successful customers could never tell you about this critical error.<\/p>\n Let\u2019s look at another example. Say you have a page with an exceptionally high bounce rate. You\u2019ve poured over your analytics reports and heatmaps, but you still can\u2019t find an explanation. To get to the bottom of what\u2019s going on, try implementing an exit survey asking visitors exactly what they\u2019re were looking for and why they felt they weren\u2019t able to find it on you site.<\/p>\n By using an exit survey you keep the friction low for converting visitors, but get one last chance to ask an exiting visitor what went wrong\u2014before they\u2019re gone forever. Many of them won\u2019t bother with the survey, but you\u2019ll get enough responses to formulate your next series of conversion rate optimization hypotheses. From discovering that your messaging misses the mark, to identifying traffic channels that aren\u2019t effective, your exit survey can give you the context you need to make the optimizations that will really improve performance. You\u2019ll no longer have to guess at what to test next.<\/p>\n Best of all, if you use a Qualaroo Convert exit survey<\/a>, you can reroute respondents to additional conversion opportunities based on their responses. Let\u2019s say that a visitor is leaving because they don\u2019t know if you provide shipping to international addresses. If you uncover that objection to converting in your survey you can route that person to a live chat with customer service<\/a> to discuss shipping options.<\/p>\n Not only did you get valuable feedback to improve the messaging on your website, but you saved a potential customer in real time.<\/p>\n If you\u2019re focusing your surveying on only the people that convert, you\u2019re missing out on real opportunities to improve the performance of your website and the success of your business. With on-site surveys, you can unlock a whole new source of insights that lead to new opportunities.<\/p>\n A single question at the right point in the conversion process can save you weeks or months of guessing about what to test next. Often, the answer you\u2019re looking for is not one you or anyone on your team would\u2019ve considered. And that\u2019s okay\u2014as long as you\u2019re asking those who do have the answers.<\/p>\nReducing Bounce Rates to Improve Conversions<\/h3>\n
Learn from Those That Don\u2019t Convert<\/h3>\n