Checkout Fraud-Prevention vs. Conversion UX Survey

Welcome to this study on online checkout experiences. This survey takes approximately 10 minutes to complete. Your participation is entirely voluntary and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential, anonymized, and will be reported only in aggregate for internal research purposes.

Have you completed an online purchase from us in the past 90 days?

• Yes
• No
• Not sure

Which device do you use most often for online shopping?

• Mobile app
• Mobile web browser
• Desktop or laptop browser
• Tablet
• Other

During your most recent checkout with us, which verification or security steps did you encounter? Select all that apply.

• One-time code by SMS
• One-time code by email
• Bank or 3D Secure challenge (e.g., bank app approval)
• Re-entering address or postal code
• CAPTCHA or bot check
• Biometric confirmation (face or fingerprint)
• Had to log in
• Had to reset password
• None of the above

How disruptive were the verification or security steps to completing your order?

To what extent did these verification steps increase your confidence that your payment was secure?

For a typical online purchase, how acceptable is it to complete an extra verification step (e.g., one-time code, biometric scan, or CAPTCHA) before your payment is processed?

Rank the following from most to least important to you during online checkout.

1. Strong protection against fraud
2. Speed (finishing quickly)
3. Ease of use (few steps)
4. Control over how I verify my identity
5. Clear explanations of why each step is needed

What is the longest amount of extra time you would accept for security checks during checkout?

• Less than 10 seconds
• 10–30 seconds
• 31–60 seconds
• 1–2 minutes
• More than 2 minutes
• I would not accept any extra time

Rank the following features from most to least helpful for making checkout feel secure without slowing you down.

1. Auto-fill one-time codes when possible
2. Briefly explain why verification is needed
3. Offer choice of SMS, email, or app verification
4. Skip extra checks on trusted devices
5. Use biometrics (face or fingerprint) when available

In the past 6 months, has any online retailer mistakenly declined or blocked a valid payment of yours?

• Yes
• No
• Not sure

What did you do after the mistaken decline or hold? Select all that apply.

• Retried the same card
• Used a different card
• Used a digital wallet (e.g., PayPal, Apple Pay, Google Pay)
• Waited and tried again later
• Contacted customer support
• Abandoned the purchase entirely
• Bought from a different retailer

Have you abandoned an online shopping cart because of verification or security steps during checkout?

• Yes, in the last 3 months
• Yes, 3–12 months ago
• No
• Not sure

We'd like to understand your checkout experience in more depth. An AI moderator will ask you a couple of follow-up questions based on your previous answers.

Based on your responses in this survey, please share any additional thoughts or suggestions about the online checkout experience.

What is your age group?

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

How do you describe your gender?

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

In which region do you live?

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

Approximately how many online purchases do you make in a typical month?

• 0
• 1–2
• 3–5
• 6–10
• 11–20
• More than 20

Thank you for completing this survey. Your feedback will help us improve the online checkout experience. If you have any questions, please contact the research team.