Ask customers why they didn’t buy. Their answers can reveal problems with your price, product or process.
What to do
- Ask politely and keep the question short enough to answer easily.
- Group responses into themes such as price, timing, unavailable options, delivery or uncertainty.
- Fix repeated friction points before assuming the answer is simply 'customers do not have money.'
Watch out for
Do not argue with the feedback or pressure the person to justify the decision. The goal is learning, not winning the conversation.
Example
If many potential buyers stop after learning the delivery fee, the business can test pickup, bundled delivery or clearer delivery information earlier in the journey.
Keeping customer interactions and purchase activity organised makes it easier to identify where interest is failing to become an order.
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