Exit-intent survey

Every customer interaction ends in either a sale or a lesson. An exit intent survey, sometimes called an ecommerce churn survey, captures feedback as someone is leaving your website. Once you know why customers leave, you can mitigate it and reduce your bounce rate. 

For example, if someone noted in their exit intent survey that they were leaving the page because it didn’t have enough information, you could redesign the page to add more details in a visible spot. 

When should you use an exit intent survey?

Improving your website and ecommerce experience means you need to know the good and the bad from real customer interactions. Reading what caused someone to want to leave your page helps you:

• Reduce your bounce rate by finding and changing problem areas

• Learn what customers value so you can feature it prominently

• Understand how potential customers compare you to competitors

What’s in the exit intent survey template

The exit intent survey templates provide people with a list of reasons they left to choose from, plus an opportunity to expand on their thoughts. 

How to use what you learn in an exit intent survey

Once you collect exit intent data, here’s how to put what you’ve learned into action:

Prioritize updates based on churn

If you’re contemplating a few potential website projects, a persistent cause of churn can help you prioritize critical tasks. 

Find preferences across segments

Reviewing exit intent responses across customer segments reveals what each audience prioritizes, which can help you tailor designs and website flows. 

Fix problem pages before they get out of control

Bounce rates and exit intent responses help you spot recurring issues, but sometimes you need more context. Recordings show you how visitors experience your website so you can determine what’s causing the problem. 

Set up an exit intent survey in minutes

Getting started with an exit intent survey template is fast and easy. Start by clicking the ‘Get started with this template’ link at the top of the page. 

Next, you’ll be asked to create an account and verify your email. 

After you’re verified, the survey template will be ready for you to send to customers to start collecting insights. 

However, you’ll also have the option to install the Hotjar tracking code on your site. This tracking code allows you to host the survey live on your site rather than via an external URL, which means you can place it on a particular page. The tracking code also gives you access to Hotjar’s features.

Don’t worry; installing the tracking code won’t slow your website down. And it doesn’t cost you anything (our free plans are free forever). So, to set up your full Hotjar account and install the tracking code, follow these steps.