Checkout Friction & Cart Abandonment Diagnostic

Welcome! We're conducting a short survey (approximately 11 minutes) about your recent checkout experience. Your responses are completely confidential and will be reported only in aggregate. There are no right or wrong answers — we're interested in your honest experience. Participation is voluntary, and you may stop at any time. By continuing, you agree to participate.

On which device did you most recently attempt to check out?

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

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

Which payment method(s) 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
• Other (please specify)

What was the outcome of your payment attempt?

• Went through on the first try
• Went through after multiple tries
• Did not go through — I abandoned checkout
• Did not go through — I contacted support and completed later

How easy or difficult was it to enter your payment details (card number, expiration, CVV, etc.)?

How easy or difficult was it to confirm and submit your payment?

How many times did you retry your payment during that session?

• 0 — it worked the first time
• 1
• 2
• 3
• 4 or more

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

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
• None — no issues
• Other (please specify)

Did you use autofill for address details?

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

Which of the following validation or error issues did you encounter during checkout? (Select all that apply)

• Address rejected despite being correct
• Card number or CVV flagged as invalid
• Promo or gift code not accepted
• Form wouldn't submit without clear reason
• Page timed out or froze
• 3-D Secure / bank verification failed
• None — no errors encountered
• Other (please specify)

Overall, how severe were the validation or error issues you encountered?

Error messages helped me understand and resolve problems without leaving checkout.

If you remember any specific error messages or what blocked you from completing checkout, please describe.

From the list below, rank up to three blockers that most affected your checkout experience (drag to rank).

1. Payment method unavailable
2. Address validation rejected correct info
3. Card declined or 3-D Secure failed
4. Form usability (autofill, cursor focus, field order)
5. Promo/gift code issues
6. Slow loading or timeouts
7. Unclear or missing error messages

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

• Less than 1 minute
• 1–2 minutes
• 3–5 minutes
• 6–10 minutes
• More than 10 minutes
• I don't remember

How satisfied are you with the overall checkout experience?

How likely are you to complete a purchase on our site/app again?

Based on your responses, is there anything else you'd like to share about your checkout experience or suggestions for improvement?

We'd like to ask a couple of follow-up questions about the checkout issues you experienced. Please share your thoughts in your own words.

What is your age?

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

What is your gender?

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

In which region are you located?

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

Thank you for your time! Your feedback will directly help us improve the checkout experience. Your responses are confidential and will be reported in aggregate only.