Form & Checkout Abandonment Diagnostic Survey

Welcome, and thank you for taking a few minutes to share your experience. This short survey (approximately 4–5 minutes) asks about a recent task you started but did not complete on our platform. Your responses are confidential, reported only in aggregate, and will be used to improve the product experience. Participation is entirely voluntary — there are no right or wrong answers, and you may stop at any time.

When did you last attempt this flow?

• In the last 24 hours
• 2–3 days ago
• 4–7 days ago
• 8–14 days ago
• 15–30 days ago
• More than 30 days ago
• I don't remember

What were the main reasons you did not finish? Select all that apply.

• Too many steps or took too long
• Confusing navigation or instructions
• Price or fees felt too high
• Trust or security concerns
• Technical issue or error
• Payment declined or verification failed
• Missing required info (e.g., ID, document)
• Slow load times or performance
• Wanted to compare options or not ready
• Prefer to do it on another device

How likely are you to try completing this flow again in the next 7 days?

Overall, how clear were the steps in this flow?

Which region do you live in?

• Africa
• Asia
• Europe
• Latin America
• Middle East
• North America
• Oceania
• Prefer not to say

Thank you for your time — your feedback directly helps us improve this experience.

Which type of flow did you start but not finish?

• Create account / sign up
• Checkout / purchase
• Upgrade / subscribe
• Booking / reservation
• Add payment method
• Form submission (e.g., application, quote)
• Onboarding / setup
• Feature configuration / settings
• Search / discovery

Rank the following barriers by how much they affected your decision not to complete the flow. Drag the biggest barrier to the top.

1. Price or fees
2. Technical bug or error
3. Too much information required
4. Confusing steps or layout
5. Payment friction
6. Privacy or trust concerns

What would most help you complete this flow next time? Select up to 3.

• Shorter or fewer steps
• Clearer guidance and examples
• Save progress and resume later
• Guest checkout or fewer fields
• More payment options
• Installments or pay later
• Live chat or faster support
• Better error messages
• Show total cost and fees earlier

Based on your experience, is there anything else we should fix or know about this flow?

What is your age group?

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

Which device or platform were you using?

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

We'd like to understand more about what got in the way. An AI interviewer will ask you a couple of follow-up questions about your specific experience.

Would any of the following incentives motivate you to return and complete the flow? Select all that apply.

• Small discount or coupon
• Free shipping or waived fees
• Bonus feature or trial extension
• Loyalty points or credit
• None of these

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer not to say

Which step best describes where you left off?

• Selecting items or options
• Review / cart / summary
• Sign in or account creation
• Payment or billing
• Identity / verification
• Address or shipping details
• Confirmation step
• I don't remember

If we were to follow up with you, which channel would you prefer?

• In-app message
• Email
• SMS/text
• Push notification
• No follow-up