# Abandoned cart feedback survey

Explore blockers without assuming every unfinished cart was a failed purchase.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. What were you trying to do when you added items?

Answer: ____________________

## 2. What stopped you from completing the order?

Answer: ____________________

## 3. Was there information you needed before deciding?

Answer: ____________________

## 4. Were you comparing options, planning a later purchase, or ready to buy?

Answer: ____________________

## 5. Which reassurance would help you make a decision?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Distinguish shopping, comparison and planning purposes behind adding items. Investigate the intended task before treating every unfinished cart as a failed purchasing experience.
2. Identify a reported obstacle to completing the order, allowing that the visitor never intended immediate purchase. Separate blockers from deliberate postponement before proposing a checkout fix.
3. Find missing information required for the visitor's decision, such as scope or verified terms. Supply relevant detail without equating a request for information with purchase readiness.
4. Classify the visitor's intended use of the cart so comparison and later planning remain visible. These categories describe reported intent rather than predict eventual conversion.
5. Identify evidence or clarification needed to make an informed choice. Offer truthful information rather than manufacture urgency or assume reassurance will cause the visitor to buy.

Interpretation caution: Some carts are wishlists or comparisons; do not label every visitor dissatisfied.


## Illustrative finding and follow-up

Observation: Illustrative unfinished carts include both research visits and customers blocked by unclear information.

Action to test: Separate intended use of the cart before deciding which checkout problem to investigate.

Follow-up: After testing the action, revisit this original observation: Illustrative unfinished carts include both research visits and customers blocked by unclear information. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.