Exit-intent survey

Struggling to understand why visitors are exiting your site? Ask them with this exit-intent survey template. 

Visitors may exit a site for a number of reasons. Perhaps they’ve got everything they need (great!) or maybe they’re frustrated and went elsewhere (not so great). Whatever the reason, you need to know why visitors are leaving.

Download this free exit-intent survey template and use our pre-built set of questions to learn why your customers are abandoning your site. The exit-intent survey template is simple to set up, just create your account, and send out the link to get started.

With this survey, you'll learn:

1. Why the user decided to leave

2. What would make them stick around

3. If they had all the information they needed

4. Whether they need a call with a member of your team

Make it your own:

• Tweak each question in the template or add your own

• Change the color scheme

• Remove Hotjar branding (with Scale and Business plans)

• Pick between full screen, pop-up or external link Survey

Learn what’s needed to stop visitors from leaving

There’s nothing more frustrating than spending hours, weeks, and months working on something for your site, only to see visitors bounce off the page and never come back. A scenario like this is every website owner’s worst nightmare. But it happens to all of us. Whether we like it or not, people won’t always find what they need on our site. 

Rather than ignore the problem, you can try and figure out why with our exit-intent survey template. This template (also known as an abandonment survey) asks visitors why they decided to leave your site. With Hotjar’s on-site targeting, you can pop this survey up to visitors before they leave to capture their feedback in the moment. 

That’s right. With Hotjar’s tracking code installed on your site, you can make sure this Survey appears before a visitor hits the exit button. This will offer vital, unbiased feedback from visitors at an important point during their journey.

This exit-intent survey is used by hundreds of Hotjar customers including the agency Turum-burum.

How an exit-intent survey increased revenue by 11.46%

Turum-burum collected customer feedback with the help of Hotjar’s exit-intent survey template pop-up, which, as the user was closing the tab of the browser, displayed the question: “Why would you like to stop placing the order?”.

They found that 48.6% of 444 respondents noted that they were leaving the page as they were unable to place their order.

Actually, being unable to place the order stood out as a dominant reason for customers abandoning their order at checkout. With this confirmed, Turum-burum focused on reducing bottlenecks in the conversion funnel. 

Denis Studdenikov is Turum-burum’s Head of UX/UI. Remarking on the priorities at this stage of working on Intertop’s ordering experience, Denis told us, 

“We learned that the greatest drop-off of users during the order process was happening at the registration/authorization stage. The registration form was cumbersome and contained too many fields. Users were leaving throughout this process, abandoning their purchase.”

With changes inspired by this exit-intent survey template, the team at Turum-burum managed to increase revenue per customer by 11.46%. What’s more, the checkout bounce rate decreased by 13.35%.

With this exit-intent survey template, you can set up your own version of Turum-burum’s abandonment survey. The template is fully customizable, meaning you can change the question order, add your own questions, and tweak the design.

4 insights you’ll discover

Exactly why a visitor decided to leave 

This exit-intent survey template starts with a multiple-choice question asking why the customer chose to leave. With this survey set up, you’ll learn if your page doesn’t contain enough information or if the pricing isn’t quite right. What’s more, you can measure these trends over time to see if responses change after you’ve released an improvement.

What you can do to reduce bounce rate

In the exit-intent survey template, visitors are asked, ‘What would make you sign up for our product today’. This question allows the visitors, in their own words, to say what’s missing on the page. You might learn that they need a certain set of features that you don’t offer or simply that your website doesn't contain the information visitors expect. 

It’s worth noting that this question might not be right for your website. Perhaps you don’t offer a product—no problem. You can edit the question any way you like. Feel free to change the question from “what would make you sign up” to “what would make you stay on the site” if needed. 

If visitors have the information they need

Unless you ask, it’s really impossible to know if your website contains adequate information. You can’t help but view your own website through biased eyes. After all, you helped create it. So asking visitors if they have all the information they need can make you aware of blind spots you might not have considered. 

Whether visitors need a call with your team

If your company has a sales team or customer support team, you might want to ask if visitors would prefer to speak to someone. This can help you figure out whether or not you should make the ‘contact us’ button more prominent on your site.

Set up the exit-intent survey template in seconds

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

Once you’ve pressed that, you’ll be asked to create an account and verify your email. 

After you’re verified, you’ll be taken straight to the survey template, which will be ready for you to send out to visitors to start collecting insights. 

You’ll also have the option to install the Hotjar tracking code on your site. This tracking code will allow you to host the survey live on your site rather than via an external URL. This is something you must-do if you want to show the exit-intent survey template to visitors before they leave your site.  It’ll also mean you’ll be able to access all four of the Hotjar 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.