Ecommerce Checkout & Payment UX Friction Survey

Welcome! This survey explores your recent online checkout and payment experiences. It should take approximately 12 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 and will be reported in aggregate only to help improve ecommerce checkout experiences.

When was your most recent online retail purchase?

• Within the last 7 days
• 8–30 days ago
• 1–3 months ago
• More than 3 months ago
• Can't recall

Please briefly describe the last online checkout you can remember.

Which device did you primarily use for that checkout?

• Mobile app
• Mobile web browser
• Desktop/laptop browser
• Tablet
• Other (please specify)

How did you proceed through checkout?

• Guest checkout
• Logged into an existing account
• Created a new account during checkout
• Used social login (e.g., Google, Apple, Facebook)
• Don't remember

Overall, how easy or difficult was the checkout process?

How would you rate the loading speed of the checkout pages?

How easy or difficult was it to enter your shipping address?

How easy or difficult was it to select a shipping option?

How easy or difficult was it to review your order summary before payment?

Did you encounter any issues during the checkout process?

• Yes
• Minor friction but I completed the purchase
• No issues at all

Which issues did you experience? Select all that apply.

• Promo code not accepted or unclear
• Address validation errors
• Shipping options unclear
• Unexpected delivery costs
• Form field errors (e.g., formatting, required fields)
• Payment method declined
• Slow pages or timeouts
• Confusing order summary
• Unexpected taxes or fees
• Other (please specify)

In the last 3 months, have you abandoned an online shopping cart before completing payment?

• Yes
• No
• Not sure

Please rank your top 3 reasons for abandoning your cart, with the most important reason first.

1. Extra costs at checkout (shipping, taxes, fees)
2. Forced account creation
3. Payment was declined or failed
4. Delivery date was too slow
5. Checkout felt too long or complicated
6. Security or trust concerns
7. Promo code didn't work
8. Other reason

Which payment method(s) did you use on your most recent purchase? Select all that apply.

• Credit or debit card
• PayPal
• Apple Pay
• Google Pay
• Shop Pay
• Buy now, pay later (e.g., Affirm, Klarna, Afterpay)
• Store gift card or certificate
• Cash on delivery
• Other (please specify)

How secure did you feel while entering your payment details?

How well informed did you feel about charges and fees during payment?

How easy or difficult was it to enter your payment and billing information?

What, if anything, was the most frustrating part of the checkout process?

Which improvements would most help you complete a checkout in the future? Select up to 3.

• Address auto-fill
• Clear shipping costs shown earlier
• Guest checkout availability
• Saved payment methods
• Express checkout buttons (e.g., Apple Pay, PayPal)
• Better promo code handling
• Clearer order summary
• Live chat or help during checkout
• Other (please specify)

We'd like to explore your checkout experience a bit further. An AI moderator will ask a couple of follow-up questions based on your previous responses.

Based on your responses in this survey, is there anything else you would like to share about your checkout or payment experience?

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 do you currently reside?

• North America
• Europe
• Latin America
• Asia
• Middle East & North Africa
• Sub-Saharan Africa
• Oceania
• Prefer not to say

Approximately how many online purchases do you make per month?

• 1 or fewer
• 2–5
• 6–10
• 11–20
• More than 20
• Prefer not to say

Thank you for your time. Your feedback will help improve online checkout and payment experiences.