Usertick
Start free
Cart abandonment survey template

Hear why carts are left behind, before the shopper closes the tab

Three quick questions for the cart page: what stopped the order, what would bring the shopper back and whether they want the cart kept. Show it as shoppers move to leave or link it from your reminder email, and Usertick reads every written reason for you.

Get started freeAll templates

What this cart abandonment survey tells you

A cart abandonment survey asks shoppers why they stopped short of paying, the one question your analytics can't answer. This template keeps it to three questions and about 30 seconds: the main reason from six common ones with a write-in Other, what would bring them back, and whether they want their cart saved.

It is written for a popup on exit intent from the cart page, which opens when the pointer leaves through the top of the window or, on a phone, after a fast scroll back to the top. Exit intent works on every plan. The same survey also runs as a link in the cart reminder email your store sends, so shoppers who already left can still answer.

Every typed Other reason is read as it arrives and filed under a category from your list, such as checkout and payment or shipping and delivery, with a type and an urgency, so a failed payment gets attention quickly. Results shows the share of each reason and of each offer that would bring shoppers back, against the period before.

On your websiteIn an emailAs a linkAs a conversation
Questions
3
Time to answer
Under a minute
Written for
A popup on exit intent from the cart page
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 3 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 3 · Multiple choice

What stopped you from completing your order?

Why ask it
The reason a shopper leaves decides what you change: shipping costs, a long checkout, a payment that failed or a shopper who was only browsing. One required answer gives every abandoned cart a reason you can count.
What you learn
A donut shows the share and count of each reason, with typed Other answers listed, and over time as stacked shares, so a jump in My payment didn't go through after a site release shows the same week.
Make it yours
Keep I was just browsing in the list. It separates shoppers who never meant to buy from the ones you actually lost.
Question 2 of 3 · Multiple choice · Optional

What would bring you back to finish your order?

Why ask it
Knowing why someone left is half the answer, and what would bring them back is the other half. Shoppers can pick more than one.
What you learn
Bars show the share and count of each offer, with typed Other answers listed. Select Shipping costs were too high in question 1 to see whether those shoppers want free shipping or a discount.
Make it yours
List only offers you would actually make, so a popular answer turns into a change you can ship.
Question 3 of 3 · Yes / No

Would you like us to save your cart for a week?

Why ask it
A yes tells you the shopper still wants the items, which makes them the best people to remind about the order.
What you learn
Results shows the share that said yes against the period before, and selecting Yes shows which reasons those shoppers gave for leaving.
Make it yours
Usertick doesn't save carts, so keep this question only if your store does, and pass each Yes to your store with a webhook workflow, with signed-in shoppers named through Usertick.identify().

What the answers show

Results turns each question into numbers you can follow week by week.

What stopped you from completing your order?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

What would bring you back to finish your order?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Cart abandonment in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask on the cart page only

    Limit the survey to the cart page with a page rule and use exit intent, so it opens for shoppers about to leave and never in the middle of checkout.

  2. 02

    Keep it to a few taps

    Shoppers leaving are in a hurry. Three questions and about 30 seconds is the most this moment allows, so add a question only by replacing one.

  3. 03

    Link it from the reminder email

    Add the survey's link to the cart reminder your store sends, with a tag such as ?utm_source=cart-reminder, so answers from the email keep their source for workflows and Google Sheets.

  4. 04

    Fix payment failures first

    Check My payment didn't go through in Results every week. It usually means a bug, and a workflow can post each one to the channel your developers watch.

Churn surveysE-commerce surveysWebsite surveysThe cart before you buy questions

More churn templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
ChurnLeaving the storeLearn why shoppers leave without buying and what would keep them in your store longer. Show it on exit intent to visitors with an empty cart.
ChurnCancellation surveyUnderstand why customers cancel, so you can fix the biggest reasons first. Show it in the cancel flow, just before the final confirmation.
ChurnBefore you goA cancellation flow that asks why, offers a pause instead and learns what would win the customer back. Place it between the cancel button and the final confirmation.
CSATProduct reviewCollect star ratings and written reviews you can show on the product page, with an optional photo. Send it one to two weeks after delivery, once the product has been used.

Questions from the library

Browse the question library
  1. Is there anything still sitting in your cart?Yes / No · The cart before you buy
  2. What is keeping you from finishing the order?Multiple choice · The cart before you buy
  3. What would get you to finish the order today?Multiple choice · The cart before you buy
  4. How likely are you to buy from us again?NPS · Ecommerce
  5. Was the checkout process easy?Yes / No · Ecommerce
  6. How easy was it to find what you were looking for?Customer effort · Ecommerce

Frequently asked questions

When a shopper with items in the cart moves to leave the cart page. Exit intent catches that moment on desktop and on phones, on every plan.

Yes, by link. Put the survey's link in the cart reminder email your store sends. Usertick can also send it to a contact list, but it has no trigger for a cart event in your store.

No. Saving the cart is up to your store. On every plan, a webhook workflow can pass each Yes to your store's system, and identifying signed-in shoppers with Usertick.identify() tells you whose cart it is.

Exit intent opens only when the pointer leaves the window or a phone scrolls fast to the top, and a page rule keeps the survey off checkout. From Starter, or on 1 survey on Free, a targeting rule can also leave out shoppers who closed it in the last 7 days.

Yes, on your cart page. Shopify's checkout, thank you and order status pages are the ones that don't run website surveys, and the cart page is part of your own store.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

Listen better, act faster, and build what truly matters.

Start free, see what your customers mean, and get each answer to the person who can act on it.

Get started freeTalk to sales
  • 150 responses a month on Free
  • Every channel and AI analysis
  • No card needed