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Exit intent survey template

Learn why shoppers leave empty-handed, as they reach for the tab

Three quick questions for shoppers about to leave your store: the main reason they are going, what would make them stay longer and how satisfied they were with the visit. Show it on exit intent, and Usertick reads every typed Other answer for you.

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What this exit intent survey tells you

An exit intent survey asks shoppers why they are leaving at the moment they move to go, the one point where a visit that ends without a purchase can still explain itself. This template asks three questions in about 35 seconds: the main reason for leaving, what would make them stay longer and a star rating for the visit as a whole.

It is written for a popup on exit intent, which opens when the pointer leaves through the top of the window or, on a phone, after a fast scroll back to the top, on every plan. It is meant for shoppers without items in their cart, so leave the cart and checkout pages out with a page rule and let a cart abandonment survey handle those. From Starter, signed-in shoppers can also be targeted by a cart trait passed with Usertick.identify().

Every typed Other answer is read as it arrives and filed under a category from your list, such as finding products or shipping and delivery, with a type and an urgency. Results shows the share of each reason for leaving, the share of each change that would keep shoppers longer and the visit rating, each compared with the period before.

On your websiteAs a linkIn an emailAs a conversation
Questions
3
Time to answer
Under a minute
Written for
A popup on exit intent, for shoppers with an empty cart
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's the main reason you're leaving today?

Why ask it
The reason for leaving decides the fix: products shoppers couldn't find, a better price elsewhere, a slow site, shipping costs or a visit that was only browsing. One required answer gives every exit 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 rise in The site is too slow after a release shows in the same period.
Make it yours
Keep the browsing option in the list, so shoppers who were never going to buy don't pick a reason that sends you the wrong way.
Question 2 of 3 · Multiple choice · Optional

What would make you stay longer?

Why ask it
Shoppers leaving can still tell you what would have kept them: faster pages, better search, more products, more reviews or clearer delivery information. Several can apply.
What you learn
Bars show the share and count of each change, with typed Other answers listed. Select I couldn't find what I was looking for in question 1 to see whether those shoppers ask for better search or more products.
Make it yours
Match the options to changes you could make in the next few months, so the top answer becomes a project.
Question 3 of 3 · Stars

Overall, how satisfied are you with your visit today?

Why ask it
A visit can end without a purchase and still leave a good impression. A rating for the visit separates shoppers likely to come back from those who are leaving unhappy.
What you learn
Results shows the average rating, a bar per rating and the share who rated 4 or higher, against the period before. Select the low ratings to see which reasons for leaving came with them.
Make it yours
On every plan, set an alert for when the average rating drops below a line over 7 days, so a bad release gets noticed the same week.

What the answers show

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

Overall, how satisfied are you with your visit today?

The average rating and the share who gave 4 or 5 stars, against the period before.

What's the main reason you're leaving today?

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 make you stay longer?

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 Leaving the store 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

    Leave the cart out

    Exclude the cart and checkout pages with a page rule, and run a separate cart abandonment survey there, so each survey asks the right shoppers.

  2. 02

    Skip visitors who just arrived

    Set the trigger to wait for both exit intent and a pages viewed condition, such as two pages, so the survey skips visitors who leave from the first page they see.

  3. 03

    Check slow pages first

    When The site is too slow grows, look at the Pages card in the Audience tab to see where those shoppers were, and fix the slowest pages first.

  4. 04

    Ask regular visitors rarely

    The survey shows until a shopper answers. For a store people visit every week, set it to show again only after a number of days.

Churn surveysE-commerce surveysWebsite surveysSatisfaction questions

More churn templates and questions

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

Templates

Browse all templates
ChurnCart abandonmentLearn why shoppers leave items in their cart and what would bring them back to finish the order. Show it on exit intent from the cart, or link it from your reminder email.
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. How likely are you to recommend us to a friend or colleague?NPS · Satisfaction
  2. How satisfied are you with your overall experience?Stars · Satisfaction
  3. How easy was it to get what you needed?Customer effort · Satisfaction
  4. How likely are you to shop with us again?NPS · Loyalty and repeat purchase
  5. How many orders have you placed with us this year?Number · Loyalty and repeat purchase
  6. What brings you back?Multiple choice · Loyalty and repeat purchase

Frequently asked questions

Yes. On touch screens, exit intent opens the survey on a fast scroll back to the top of the page. On desktop it opens when the pointer leaves through the top of the window.

Usertick can't see your cart, so leave the cart and checkout pages out with a page rule. From Starter, signed-in shoppers can be targeted by a trait such as cart_items passed with Usertick.identify().

This survey asks shoppers who leave without adding anything, so the reasons are about finding products, prices and the site. A cart abandonment survey runs on the cart page and asks about shipping costs, checkout and payment.

It opens only when a shopper is already leaving and takes about 35 seconds. From Starter, or on 1 survey on Free, a targeting rule can also leave out shoppers who closed it without answering in the last 7 days.

Start with the reason that has the largest share among those you can change, such as search or delivery information. Then compare the shares in the next period to see whether the fix worked.

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.

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  • 150 responses a month on Free
  • Every channel and AI analysis
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