Customer surveys: find out why shoppers leave — and why they buy
Collect customer feedback at the moments that matter with Zalify, such as asking shoppers why they left checkout — or ask a quick question with a popup and review or export every answer.
Surveys let you hear from shoppers at the moments that decide a purchase — most often when someone leaves checkout, with a question like "What stopped you from completing your order?". The answers point straight at problems with price, shipping, payment options or trust, which makes them one of the most direct ways to lift conversion.
Zalify offers two ways to do it: surveys set up with help from the Zalify team, and question popups you can build yourself.
Surveys, set up with the Zalify team
Touchpoint surveys such as a checkout exit survey are currently set up by the Zalify team for your store. In the left navigation, open Forms → Surveys, click Contact sales for a demo, and tell us where you'd like to ask and what.
Once a survey is live, every answer appears on the Surveys page. Each row is one shopper's response — their email, phone and answers — and View shows it in full.
Question popups, built yourself
To ask one or two simple questions — "How did you hear about us?" or "What are you shopping for today?" — use a popup:
Under Forms → Templates, choose One-question quiz, or start a popup from scratch. See Create a signup popup.
Add a Field and set Asks for to Choice (radio) or Choice (dropdown), then enter your question and options.
If you want to follow up, add an email field too — for example, offer a discount in return for an answer and an email.
Publish the popup and switch it on. To show it at a particular moment, such as when a visitor is about to leave, set it up under Pixel → Triggers. See Triggers.
Answers are kept under Forms → Submissions, where you can read them one by one or Export CSV to tally them in a spreadsheet. See Viewing and exporting submissions.
Get more people to answer
- Ask less: only ask what you'll act on. A single question gets the most answers.
- Offer choices instead of a text box: one tap to answer, and easier for you to count.
- Pick the moment: asking after someone has browsed for a while, or as they leave, works better than the second they arrive.
- Say thanks: a small discount for answering noticeably lifts response rates.
Frequently asked questions
How can I find out why shoppers didn't complete their purchase?
A checkout exit survey is built for exactly that. Open Forms → Surveys and click Contact sales for a demo — the Zalify team sets it up for your store.
Can I design a survey myself in Zalify?
For simple questions, yes: add a radio or dropdown choice field to a popup and read the answers in Submissions. Multi-question surveys across touchpoints are set up with the Zalify team.
Where do I see the answers?
Survey answers are under Forms → Surveys. Answers collected with a popup are under Forms → Submissions, where you can export them as CSV.
Do people who answer join my email list?
Only those who leave an email are subscribed. If the popup feeds a list, they join it — see Connect a form to a list.