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Exit Poll

Why are you leaving us?

   
6:44 am on Feb 21, 2005 (gmt 0)

10+ Year Member



Has anyone of you tried using an exit poll to gather information from customers who have decided not to use your web site and are moving on?

If so, how do you capture the fact that the user has either clicked the 'x' (to close the browser) or typed in a different URL to go off elsewhere? Is this possible?

Thanks

Mick

1:14 pm on Feb 21, 2005 (gmt 0)

10+ Year Member



it depends on what technologies you have to record events in the exit poll...

Such as recording the specific ip address has entered your exit poll...

And if they fill out your form, then you can update your database to say they responded...

Exit polls can be very bad, unless you offer a reward or incentive...such as a coupon, or discount or free shipping...etc...

3:12 am on Feb 22, 2005 (gmt 0)

10+ Year Member



Thanks crosenblum. We're curious if the customer has found a better price elsewhere and, if so, will they tell us where they found it.

My real query is: How do you capture the 'exit'. I guess it's done via JavaScript, but I don't know how.

4:27 am on Feb 22, 2005 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



How do you know if they are leaving to come back later, or leaving indefinitely? If it's the former, an annoying exit poll could be enough to put your visitor off permanently. It just comes over as too whiny.
4:59 am on Feb 22, 2005 (gmt 0)

10+ Year Member



Interesting point Rosalind, never quite thought of it that way around. In our sector (as in most) people do a lot of shopping around, so it might become annoying if the exit poll window kept popping up...
6:34 am on Feb 22, 2005 (gmt 0)

WebmasterWorld Administrator incredibill is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



I dont know how to get an exit poll if they close the window, but I used to use something like this which should trap attempts to navigate to a new URLs, this little snippet may help assuming it still works in modern browsers.....

<script language="JavaScript">

var doPopup = true;

function onunloadPopup()
{
if (doPopup)
var aWin;
var url = "http://www.mydomain.com/exitsurvey.html";
aWin = window.open(url,ExitSurvey','width=300,height=400,screenX=50,screenY=50,left=25,top=25,scrollbars=0,resizable=1');
aWin.focus();
}
}
</script>

Add this to the BODY tag....

<body onUnload="onunloadPopup();">

Now to stop popups for internal site navigation you have to add the following to all form submits and links, probably a more elegant way to do this by checking the destination URL, but this is quick and dirty.

<form action="blah.html" method="post" onSubmit="doPopup=false;">

<a href="blah.html" onclick="doPopup=false;">

8:04 am on Feb 22, 2005 (gmt 0)

10+ Year Member



Tread carefully, this is the type of thing that could backfire bigtime. Speaking for my own webshopping taste, I wouldn't want the digital equivalent of a shopkeeper grabbing my sleeve at the door and asking why I didn't buy anything! It sounds less annoying than disabling the back button, but not by a whole lot.
Perhaps if there is a way to see where the visitors went... typed URL, back button, window closed etc... you could content yourself with trying to "reverse engineer" the reason they left. If you can discover what percentage do or don't come back to make a purchase... that too is useful data. This won't give you the direct info you seek, but stands little chance of alienating shoppers who were going to come back anyway.
8:18 am on Feb 22, 2005 (gmt 0)

WebmasterWorld Administrator incredibill is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



FYI, One of my biggest customers (multi-server) uses an exit survey and they get a ton of feedback from customers. Heck, their montly sales make our annual income pale by comparison, so they can't be doing too much wrong.

I would say depends on how you pose your question, don't sound needy or whiny.

I've answered some exist surveys that are worded well, sound genuine, and just a quick click to get rid of.

For example, something like....
"We value your opinion, Please help us improve our shopping experience:

Check all that apply:

[] Found what I wanted, I'll be back to buy!
[] Didn't find exactly what I'm looking for
[] Just browsing [click to bookmark us]
[] Priced too high
[] Shipping too expensive
[] Other....
Comments[ ]"

9:40 am on Feb 22, 2005 (gmt 0)

10+ Year Member



Thanks for the code incrediBILL, exactly what I was after.

I think that I'll try it on one of our smaller web sites and see if we can gather any information from those customers.

All the best

Mick

12:53 am on Feb 23, 2005 (gmt 0)

WebmasterWorld Administrator incredibill is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



Hope you hashed it out Giggle, I noticed today while sober and wide awake there are a couple of minor errors I made in pasting it up there.

Sticky me if you can't get it to work.

 

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