Forum Moderators: phranque
Im a little worried that in this age of spam, I will get very few responses, or the responses will be bias.
Any ideas to encourge responses, and what would be considered a successfull response rate for a survey.
Any ideas to encourge responses
online survey of lost customers who partially complete the checkout process.... I will get very few responses, or the responses will be bias.
Considering that they did not complete the checkout process, you may indeed get biased responses.
what would be considered a successfull response rate for a survey.
If you get even one response that in turn inspires a change to improve the checkout process, that would be successful, IMO.
We use a survey - not in our checkout - it's on the index page - and we also steer completed checkouts to the survey. Some of the responses have been very eye opening and have resulted in significant changes on our site. Without actually looking, I'd guess the response rate is 10 percent, tops. Probably lower. But those who do respond provide an insight that we may not have had.
Go for it.
I think it's worthwhile to survery your lost customers. They are lost customers afterall, and if you show them you are concerned about them then perhaps they'll even return and make a purchase from you. Just take some time and design a survey with quantifiable results, make sure you're asking questions that will lead you to be able to make specific changes to your site.
