Cart Abandonment & Checkout Issues Survey Template

Reduce cart abandonment by diagnosing checkout drop-offs. Capture payment failures, address validation errors, and form friction. 6-8 min survey.

What's Included

AI-Powered Questions

Intelligent follow-up questions based on responses

Automated Analysis

Real-time sentiment and insight detection

Smart Distribution

Target the right audience automatically

Detailed Reports

Comprehensive insights and recommendations

Template Overview

Questions

AI-Powered

Smart Analysis

Ready-to-Use

Launch in Minutes

This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.

Sample Survey Items

Multiple Choice

Where did you attempt to check out?

Mobile app
Mobile web browser
Desktop/laptop web browser
Tablet web browser

Dropdown

When was your most recent checkout attempt?

Within the last 7 days
8–14 days ago
15–30 days ago
More than 30 days ago

Multiple Choice

Which payment methods did you try during that checkout? (Select all that apply)

Credit/debit card
PayPal
Apple Pay
Google Pay
Bank transfer
Buy Now, Pay Later (e.g., Klarna/Affirm)
Gift card or store credit

Multiple Choice

Did your payment go through?

Yes, on the first try
Yes, after multiple tries
No, I abandoned checkout
No, I contacted support and completed later

Matrix

How easy or difficult were these payment steps?

Rows	Very easy	Somewhat easy	Neither easy nor difficult	Somewhat difficult	Very difficult
Entering card details	•	•	•	•	•
3‑D Secure/OTP step	•	•	•	•	•
Payment method not available	•	•	•	•	•
Card declined	•	•	•	•	•
Applying promo/gift code	•	•	•	•	•
Network timeout or slow loading	•	•	•	•	•

Numeric

How many times did you retry payment during that session?

Accepts a numeric value

Whole numbers only

Rating

Overall, how easy or difficult was entering your shipping/billing address?

Scale: 11 (star)

Min: Very difficultMax: Very easy

Multiple Choice

Which address fields caused issues, if any? (Select all that apply)

Street address line 1
Address line 2 / Apartment / Unit
City
State / Province / Region
Postal / ZIP code
Country selector
Phone number
Name fields

Multiple Choice

Did you use autofill for address details?

Yes, and it worked
Yes, but it caused issues
No

Q10

Matrix

For each item, how severe were validation or error issues?

Rows	No issue	Slight issue	Moderate issue	Major issue	Blocked me
Card number validation	•	•	•	•	•
Expiry or CVV validation	•	•	•	•	•
Postal/ZIP code format rules	•	•	•	•	•
Phone number format rules	•	•	•	•	•
Required field errors	•	•	•	•	•
Error message clarity	•	•	•	•	•

Q11

Opinion Scale

Error messages helped me resolve problems without leaving checkout.

Range: 1 – 10

Min: Strongly disagreeMid: NeutralMax: Strongly agree

Q12

Long Text

If you remember any specific error codes/messages or what blocked you, please describe.

Max 600 chars

Q13

Ranking

Rank the top three blockers you encountered (drag to rank).

Drag to order (top = most important)

Payment method unavailable
Address validation rejected correct info
Card declined or 3‑D Secure failed
Form usability (auto-fill, cursor focus, field order)
Promo/gift code issues
Slow loading or timeouts
Unclear or missing error messages

Q14

Numeric

Approximately how many minutes did checkout take from cart to confirmation (or stopping)?

Accepts a numeric value

Whole numbers only

Q15

Rating

Overall satisfaction with the checkout experience.

Scale: 11 (star)

Min: Very dissatisfiedMax: Very satisfied

Q16

Multiple Choice

Attention check: To confirm you are paying attention, please select "I am paying attention."

I am paying attention
I am not paying attention
Prefer not to answer

Q17

Dropdown

Age

18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say

Q18

Multiple Choice

Gender

Woman
Man
Non-binary
Prefer not to say

Q19

Dropdown

Region

North America
Europe
Asia-Pacific
Latin America
Middle East
Africa
Prefer not to say

Q20

Multiple Choice

Highest level of education completed

Less than high school
High school or equivalent
Some college or vocational training
Bachelor's degree
Master's degree
Doctorate
Prefer not to say

Q21

Multiple Choice

Current employment status

Full-time
Part-time
Self-employed
Student
Unemployed
Retired
Prefer not to say

Q22

Long Text

Any other feedback or suggestions to improve the checkout experience?

Max 600 chars

Q23

AI Interview

AI Interview: 2 Follow-up Questions on Checkout Issues

AI InterviewLength: 2Personality: [Object Object]Mode: Fast

Q24

Chat Message

Thanks for your time—your feedback will help us improve checkout!

Frequently Asked Questions

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