Sample: why shoppers abandon our checkout
We asked 20 recent visitors who added items to their basket but did not buy to tell us, anonymously and in their own words, what stopped them.
This is a sample report. The campaign, the numbers and the quotes are illustrative, written to show what a finished report looks like. Yours is built from your own respondents' words. Start your own campaign
14
Responses
20
Invites Sent
70%
Completion Rate
1m 24s
Avg Response Time
Executive Summary
Generated Sep 18, 2026 at 3:12 AM
- 9 of 14 respondents abandoned a purchase after seeing the shipping cost on the final step, and 6 said it unprompted before being asked about cost.
- Guest checkout exists but 7 people could not find it; most assumed an account was required and left.
- Trust in the brand is high; trust in the payment page is not — 5 people hesitated at a page that looked different from the rest of the site.
- The coupon field sends people away to hunt for a code, and 3 did not come back.
- Nobody mentioned price as the reason; the objections are about surprises and friction, which are fixable.
14 responses analyzed70% completionAvg 1m 24s per response
C
powered by clearvoyance.aiKey Insights (4)
Observed Pattern
High Confidence
Shipping cost appears too late
The delivery charge is first shown on the final review step, after the address and card details.
9 of 14 respondents raised it; 6 before the question about cost
Sentiment Breakdown
Positive
0
Neutral
2
Negative
7
Sample Quotes
"I had everything in the basket and then the delivery was nearly as much as the cheapest item. I just closed the tab."
"Tell me on the product page. Finding out at the end feels like a trick even if it isn't one."
"I would have paid it, honestly, I just didn't like being surprised by it."
Observed Pattern
High Confidence
Guest checkout is hard to find
A guest option exists below the sign-in form, but most people read the page as 'create an account to continue'.
7 of 14 respondents; 4 left at that screen
Sentiment Breakdown
Positive
0
Neutral
3
Negative
4
Sample Quotes
"It asked me to make an account and I don't want another password for a one-off order."
"I only found the guest link because I scrolled down looking for the back button."
Early Signal
Medium Confidence
The payment page looks like a different site
The card form is hosted by the payment provider and drops the brand's colours and header.
5 of 14 respondents hesitated; 2 abandoned
Sentiment Breakdown
Positive
1
Neutral
2
Negative
2
Sample Quotes
"Suddenly it was a plain white page with a different logo. I checked the address bar twice before typing my card in."
"I trust the shop, I just wasn't sure I was still on it."
Hypothesis
Low Confidence
The coupon field starts a search for codes
An empty 'promo code' box prompts people to leave and look for a discount; some do not return.
3 of 14 respondents; 1 did not come back
Sentiment Breakdown
Positive
0
Neutral
2
Negative
1
Sample Quotes
"Seeing the code box I went looking for one, got distracted, and forgot about the order until the next day."