Question

Drop-off at payment

W
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Hello

 

We noticed a large drop-off at the very end of our form, on the Stripe payment slide. This is three steps after the user selects the number of days he wants to book our service along with the price. So these users have taken 5-10 minutes to fill out the complete form, give their personal data, select a price, and then they drop off when it comes to paying. It doesn’t make sense to us and this also didn’t happen before. We always have drop-off on the slide where you select the No. days/price, but not at the very end, once the user is already okay with paying. So we are worrying if the form is working correctly? Or if these are bots? Is there any way we can see the data of the drop-offs, f.e. their email address, to see if they are bots or actual humans?

Or if we don’t have access to that data, could anyone from the Typeform team check for us if we’re loosing actual clients or just bots?

We tested payment and for us, it worked normally, but we did have an issue once before where payment didn’t work and then suddenly did again, without us changing anything. So maybe there’s some technical issue? 

 

We would appreciate someone looking into this as such a loss of potential clients is devastating for our small start-up.

 

Thank you!

15 replies

W
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Oh and another, unrelated, question: what’s the difference between views and starts? Since we have twice the views than starts, but half the drop-off happens on the first slide, so people who are just opening the Typeform and then closing it again without filling out anything are obviously counted at starts. What does “views” mean then?

And are the stats made of unique numbers or if I were to open our own Typeform several times a day would that count as views/starts as well?

Liz
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Hi @wsigparis Apologies for the delay! Do you mind sending over the URL of the form so we can take a look? It’s possible that paying directly on the form might be the reason itself for the dropoffs, but we can see if there’s anything else in the form that might be it. 

As for your question about the difference between views and starts: 

Views: How many times your typeform has been loaded, whether or not it was started. 

Starts: How many times your typeform was loaded and someone started it. This means they clicked a button, typed in a text field, or scrolled to the next question.

The numbers aren’t unique, so if you did open your form multiple times a day, that would increase the views and/or starts. Hopefully that helps a bit!

Life is a series of awkward moments separated by snacks.
W
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Hi Liz, thanks for your help. Our typeform url is here (can’t seem to be able to post it, or the first slide of the typeform will automatically appear)

 

Liz
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Hi @wsigparis Oh this seems like a cool concept! Thanks for sharing the URL. 

When are your respondents seeing this form? For example, is it the first form interaction they have on your website? Or is this after they’ve submitted interested in your services? 

Life is a series of awkward moments separated by snacks.
W
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Thanks for the compliment Liz :) They access the form when they click on the CTA button “Get your personalized travel guide” on our website. We have multiple such buttons on different parts of our website, but usually the user will already have gathered info about our service, such as the concept, price and an example of a personalized guide before opening the form. Then the user chooses the number of days their guide should cover along with the price three steps before payment but despite all that we still had a lot of drop-off on the very last step with the Stripe payment. 

Have you noticed anything on our form that could explain this?

 

Liz
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Got it, that makes sense, @wsigparis !

This is just a suggestion, but I think the dropoffs might be happening because the form is a bit long - which makes sense for a personalized guide! - for a first interaction. Thus, they might also be a bit surprised to be paying for the information on the typeform. 

Would it be possible to shorten the form to gather their contact info, then send an email follow up to where they could purchase an even more extensive longer guide? 

If you also don’t mind sharing your website, that may help with the suggestions from us. 

Tagging @James also for some advice!

Life is a series of awkward moments separated by snacks.
James
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Hey @wsigparis - I agree with @Liz that shortening the form could help, but feels odd if they’re already getting through all the questions and then dropping at the last hurdle, especially if this wasn’t happening before. 

If you’re on the Plus plan or above you could add a partial submit point just before the payment question (or any of the other questions) so you can collect everything that’s been submitted up to that point.

This would allow you to make an assessment as to whether these are genuine submissions or not. Also, to Liz’s point if people do drop out at the payment question at least you could retarget them with an email since this would have been collected at the partial submit point. You can read more about this new feature here. Also check out @john.desborough ‘s post about it, which explains some of the nuances. 


Hope this proves helpful! 

W
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Hi James, thanks for your insights. We would love to use the partial submit point, but from what we understood, it can’t be applied when a form uses logic and/or payment. Is that still the case? We have both in our Typeform, which is why we didn’t put a partial submit point after the email field.

James
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Hey @wsigparis that’s true, at the moment logic isn’t supported with partial submit - although I’m told it’s something our product team is looking into, so watch this space. In terms of a solution for now, you could try connecting two forms together (you can pass information between them using hidden fields). There’s a help article which explains how this is done: https://www.typeform.com/help/a/pass-information-from-one-form-to-another-360056599471/

W
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Oh that’s good news, hopefully partial submit will be available on forms that use logic soon! Thanks, we’ll try with connecting forms for now :)

W
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Oh one last question, we just set up the connecting forms but we don’t receive email notifications when one of the two forms have been completed, although we set it up in Follow ups (“notify myself / team via email”). Does this feature not work on connecting forms?

Liz
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Hi @wsigparis Were the follow-ups setup on both forms? That setting is form-specific, so you’ll want to be sure that you have the notifications set up on both. 

Life is a series of awkward moments separated by snacks.
W
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Hi @Liz 

Yes, we’ve set it up on both forms, but it only works on the second one. Any idea what the problem might be?

W
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Hi again @Liz 

 

We were able to solve the problem by deleting the first Typeform and creating a new one. Now we receive notifications on both.

 

Thank you and @James very much for your help :)

James
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Nice one @wsigparis 😃 Glad it’s working. Thanks for your help @Liz !!

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