Survey - Obstacles in the Journey: Exit Intent Surveys

Having the survey on your website, you can catch people while they’re still “warm leads”, where people tend to give their most honest and relevant feedback. You’re more likely to get a response quickly as you’re not asking for personal details e.g email address.

If you can understand why website visitors are not converting at different stages of the customer journey, you can start to address these issues and build a better experience for your visitors. This leads to increased sales and conversions for your business!

eg not ordering a product because they didn’t know how long it would take to deliver. Solution - more info on the product page.

These surveys can also help you understand your brand’s position in the market through the questions you ask. Surveys can help you gain insight into what your brand’s pro’s and con’s are for the end user.

Target Specific Visitors: The survey can be set up to appear because of different triggers eg how they came to your website (Google, social media, referral from another site); particular page visits; whether they’re new or returning; their location and/or their device (mobile, desktop, tablet).

Your survey should only appear on relevant pages to the relevant audience. The worst thing you can do is display something that has nothing to do with what a person is looking at. For example, asking them why they wouldn’t use the service for their business, when they are looking for personal use. The visitor is already leaving the website, so you need to make it relate to what they were looking at to interest them.

Have a Goal: Most goals for exit intent surveys include reducing cart abandonment, reducing bounce rates, understanding why people purchased from you, or getting feature ideas from current customers.

Limited Questions: Visitors that are leaving your site don’t have the patience to answer a lot of questions. The ideal amount is 1 or 2 questions. Having pre-populated or multi choice answers can make it even easier to get a response from visitors.

Clear Design: The exit pop-up survey should fit the style and theme of the website. The best ways to achieve this are colours, fonts and images as well as the tone of voice.