undefined
Skip to content
Moz logo Menu open Menu close
  • Products
    • Moz Pro
    • Moz Pro Home
    • Moz Local
    • Moz Local Home
    • STAT
    • Moz API
    • Moz API Home
    • Compare SEO Products
    • Moz Data
  • Free SEO Tools
    • Domain Analysis
    • Keyword Explorer
    • Link Explorer
    • Competitive Research
    • MozBar
    • More Free SEO Tools
  • Learn SEO
    • Beginner's Guide to SEO
    • SEO Learning Center
    • Moz Academy
    • MozCon
    • Webinars, Whitepapers, & Guides
  • Blog
  • Why Moz
    • Digital Marketers
    • Agency Solutions
    • Enterprise Solutions
    • Small Business Solutions
    • The Moz Story
    • New Releases
  • Log in
  • Log out
  • Products
    • Moz Pro

      Your all-in-one suite of SEO essentials.

    • Moz Local

      Raise your local SEO visibility with complete local SEO management.

    • STAT

      SERP tracking and analytics for enterprise SEO experts.

    • Moz API

      Power your SEO with our index of over 44 trillion links.

    • Compare SEO Products

      See which Moz SEO solution best meets your business needs.

    • Moz Data

      Power your SEO strategy & AI models with custom data solutions.

    Let your business shine with Listings AI
    Moz Local

    Let your business shine with Listings AI

    Learn more
  • Free SEO Tools
    • Domain Analysis

      Get top competitive SEO metrics like DA, top pages and more.

    • Keyword Explorer

      Find traffic-driving keywords with our 1.25 billion+ keyword index.

    • Link Explorer

      Explore over 40 trillion links for powerful backlink data.

    • Competitive Research

      Uncover valuable insights on your organic search competitors.

    • MozBar

      See top SEO metrics for free as you browse the web.

    • More Free SEO Tools

      Explore all the free SEO tools Moz has to offer.

    NEW Keyword Suggestions by Topic
    Moz Pro

    NEW Keyword Suggestions by Topic

    Learn more
  • Learn SEO
    • Beginner's Guide to SEO

      The #1 most popular introduction to SEO, trusted by millions.

    • SEO Learning Center

      Broaden your knowledge with SEO resources for all skill levels.

    • On-Demand Webinars

      Learn modern SEO best practices from industry experts.

    • How-To Guides

      Step-by-step guides to search success from the authority on SEO.

    • Moz Academy

      Upskill and get certified with on-demand courses & certifications.

    • MozCon

      Save on Early Bird tickets and join us in London or New York City

    Unlock flexible pricing & new endpoints
    Moz API

    Unlock flexible pricing & new endpoints

    Find your plan
  • Blog
  • Why Moz
    • Digital Marketers

      Simplify SEO tasks to save time and grow your traffic.

    • Small Business Solutions

      Uncover insights to make smarter marketing decisions in less time.

    • Agency Solutions

      Earn & keep valuable clients with unparalleled data & insights.

    • Enterprise Solutions

      Gain a competitive edge in the ever-changing world of search.

    • The Moz Story

      Moz was the first & remains the most trusted SEO company.

    • New Releases

      Get the scoop on the latest and greatest from Moz.

    Surface actionable competitive intel
    New Feature

    Surface actionable competitive intel

    Learn More
  • Log in
    • Moz Pro
    • Moz Local
    • Moz Local Dashboard
    • Moz API
    • Moz API Dashboard
    • Moz Academy
  • Avatar
    • Moz Home
    • Notifications
    • Account & Billing
    • Manage Users
    • Community Profile
    • My Q&A
    • My Videos
    • Log Out

The Moz Q&A Forum

  • Forum
  • Questions
  • Users
  • Ask the Community

Welcome to the Q&A Forum

Browse the forum for helpful insights and fresh discussions about all things SEO.

  1. Home
  2. Digital Marketing
  3. Conversion Rate Optimization
  4. Customer journey / customer drop off

Moz Q&A is closed.

After more than 13 years, and tens of thousands of questions, Moz Q&A closed on 12th December 2024. Whilst we’re not completely removing the content - many posts will still be possible to view - we have locked both new posts and new replies. More details here.

Customer journey / customer drop off

Conversion Rate Optimization
4
9
2.4k
Loading More Posts
  • Oldest to Newest
  • Newest to Oldest
  • Most Votes
Reply
  • Reply as question
Log in to reply
This topic has been deleted. Only users with question management privileges can see it.
  • datarat
    datarat last edited by Apr 20, 2015, 3:30 PM

    Hi All,

    I would like to understand how visitors navigate through my site and find out where the main drop out areas are (i.e. what pages / sections of the site do users leave on).

    I will then be segmenting by mobile, tablet, new visitor, returning etc. to see how the various subsets of users behave.

    To do this I generally do the following:

    1. Identify main sections of the (ecomm) site: homepage, category pages, product pages, cart, checkout 1, checkout 2, checkout x, payment confirmation.

    2. For each section above I either use a segment to isolate that section of the site, either by regex or a simple page selector and apply to the Audience >> Overview report and record the resulting session count.

    OR

    I filter the Behaviour >> Site Content >> All Pages report to isolate the various site sections and record unique pageviews.

    1. I then plot these figures horizontally under a heading for each section of the site representing a flow between the pages of the site with a calculation showing the difference between each section of the site which represents user drop off.

    Hope that makes sense.

    What I am interested to know is, do you have any better suggestions to the process laid about above.

    Do you see any issues with this process?

    1 Reply Last reply Reply Quote 1
    • PatrickDelehanty
      PatrickDelehanty last edited by May 17, 2015, 9:59 PM May 17, 2015, 9:59 PM

      Hi there

      I would take a look at the following opportunities in Google Analytics:
      Funnel Visualization
      Goal Flow
      Behavior Flow
      Conversion Funnels Multi-Channel Funnels Attribution Modeling

      There are also numerous opportunities in Enhanced eCommerce. There are countless reports you can look into, including Shopping Behavior Analysis, as well as Checkout Behavior Analysis.

      You can also take advantage of awesome testing, heatmapping, and visitor recording features in tools like Visual Website Optimizer, Hotjar, or Optimizely.

      All of the tools above will not only help you understand how your customers and users are moving through your website, but could also give you more insights in how to structure your website to create the best possible user experience. Here are some more tips.

      Hope this helps! Let me know if you have any more questions or comments! Good luck!

      1 Reply Last reply Reply Quote 0
      • topic:timeago_earlier,12 days
      • ToriC
        ToriC @datarat last edited by May 5, 2015, 1:51 PM May 5, 2015, 1:51 PM

        Hey there,

        I think I get what you're saying. Have you set up goals in GA? That could tell you the path users followed to get to a certain place.

        Example:

        freetrialconversion.png

        1 Reply Last reply Reply Quote 1
        • topic:timeago_earlier,13 days
        • datarat
          datarat @DSM_UK last edited by Apr 22, 2015, 12:04 PM Apr 22, 2015, 12:04 PM

          Hi Jimmy,

          Ah, I get what you mean about the visual element but I'm sorry I don't understand

          what you mean about being able to plot the entire journey.  If I have 5 slots, how can I

          fit 10 site layers in?

          Is it possible to view: Home > Cateogry Page > Product Page > Basket > Cart > Confirmation Page

          As distinct sections in the flow?

          Thanks again.

          1 Reply Last reply Reply Quote 0
          • datarat
            datarat @ToriC last edited by Apr 21, 2015, 2:59 PM Apr 21, 2015, 2:59 PM

            Hi Tori,

            Thanks for the reply.  I've looked at the MCF reports but what I need is a similar report but once the user is on the site, i.e. a step after the MCF reports.

            Does that make sense?

            Thanks again.

            ToriC 1 Reply Last reply May 5, 2015, 1:51 PM Reply Quote 0
            • ToriC
              ToriC last edited by Apr 21, 2015, 2:01 PM Apr 21, 2015, 2:01 PM

              Hey there!

              Something that may be helpful to you is Multi-Channel Funnels reports in GA. They're super awesome for ecommerce sites to see when your users leave "the funnel".

              Search Engine Land posted a great article on what they do and how to use them. 🙂

              datarat 1 Reply Last reply Apr 21, 2015, 2:59 PM Reply Quote 1
              • DSM_UK
                DSM_UK last edited by Apr 21, 2015, 1:10 PM Apr 21, 2015, 1:10 PM

                Hi,

                It's more visual in that Google creates an interactive image representing the data whereas your first solution sounds very number driven in a spreadsheet format?
                But as it is interactive it still offers the data for you to be able to input into a separate spreadsheet if you wished.

                If you had a ten step process you would be able to see all this on one page (You can specify up to 5 pages as your starting step using regular expression).

                If your goals have specific steps then yes it would be similar data, the advantage being you would also see any steps taken before or after your goal also.

                Hope this helps.

                Kind Regards

                Jimmy

                datarat 1 Reply Last reply Apr 22, 2015, 12:04 PM Reply Quote 0
                • datarat
                  datarat last edited by Apr 21, 2015, 10:37 AM Apr 21, 2015, 10:37 AM

                  Hi,

                  Many thanks for your response.

                  Can you clarify what you mean by "It's a more visual approach than a reportable one (though the numbers are always there to be extracted)"?

                  Presumably, using your method, if I had a 10 step process from homepage to payment confirmation I could run visitor flow in two tabs / windows. One with the first half of the process, the other with the second half of the process?

                  If I compared the visitor flow with the goal flow for the checkout goal, would they match up (more or less)?

                  Thanks again.

                  1 Reply Last reply Reply Quote 0
                  • DSM_UK
                    DSM_UK last edited by Apr 21, 2015, 6:17 AM Apr 21, 2015, 6:17 AM

                    Hi,

                    It's a more visual approach than a reportable one (though the numbers are always there to be extracted) but I prefer:
                    Audience > Visitor Flow

                    It defaults to country, but if you set the Criteria to 'Landing page' and use the setting cog, you are able to set up to 5 pages with regex.

                    As you already have your starting pages (category pages, product pages etc), it is a good way to see not only how people respond, but also how well they are doing in comparison with each other, such as someone landing on a category page could have more interactions that a product page, so it is of best interest to drive people to the category pages.

                    It also has the option of segmenting the traffic.

                    Many Kind Regards

                    mozvisitorflow.png

                    1 Reply Last reply Reply Quote 0
                    • 1 / 1
                    1 out of 9
                    • First post
                      1/9
                      Last post

                    Got a burning SEO question?

                    Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.


                    Start my free trial


                    Browse Questions

                    Explore more categories

                    • Moz Tools

                      Chat with the community about the Moz tools.

                    • SEO Tactics

                      Discuss the SEO process with fellow marketers

                    • Community

                      Discuss industry events, jobs, and news!

                    • Digital Marketing

                      Chat about tactics outside of SEO

                    • Research & Trends

                      Dive into research and trends in the search industry.

                    • Support

                      Connect on product support and feature requests.

                    • See all categories

                    Related Questions

                    • Kyle_M

                      Requiring customer agree to shipping terms at checkout

                      ecommerce conversion rate marketing

                      I work for an ecommerce company that has many of its shipments go by LTL freight. Our customer service team has issues with a few customers per month that aren't equipped to receive freight shipments which leads to returns and other issues. In an effort to better inform our customers, the customer service team is requesting that we add a checkbox to the checkout that requires customers to agree to our shipping and returns policy, including a link to the policy page. I am wondering how concerned people here would be that requiring the customer to check a box agreeing to those terms would lead to more customers abandoning during the checkout process. Or do you think it's not a concern? Thanks for your thoughts.

                      Conversion Rate Optimization | Jan 18, 2023, 1:59 PM | Kyle_M
                      0
                    • culturefoundry

                      Redirect Management on Headless Wordpress w/ React Front End

                      Hello everyone, As Headless Wordpress becomes more and more popular, it becomes more complicated to manage and track 301 redirects. I'm reaching out for advice on this. Our main issue right now, is that after migrating from Drupal to a Headless Wordpress/React platform we lost the ability to track, manage, and view traffic analytics for users hitting those redirects. This was something we were able to do in Drupal. Example: If we have a redirect in place we could see how many times in the past x number of days that redirect was hit by users attempting to access the old URL. Unfortunately, Yoast Premium, has been helpful with other SEO needs, but this is one that it is not able to manage. Anyone have any ideas, experience, or thoughts on this issue? Thanks for your time

                      Conversion Rate Optimization | May 27, 2020, 12:32 AM | culturefoundry
                      1
                    • ben10001

                      Partial Website Translation - Strategy Debate

                      Hi We have a travel site with over 3000 pages in English. Of these around 200 relate to products and the rest are content articles, most of which with very low traffic. Certain products and pages appeal directly to users in different languages (around 20-30 out of 200 for each language). We are debating how to go about translating these pages... If we did "oursite.com/es/product", "oursite.com/de/product", etc then users entering the site on these translated pages from Google would be limited to seeing a very cut down site, bearing in mind most speak English and would also be able to interact with our English language content we are probably losing out. Also, if we detected user language on entry, we would show effectively hide most of our product and content from users. Any suggestions or ideas about how to go about this without losing engagement/conversions/creating a mess?

                      Conversion Rate Optimization | Jan 25, 2020, 10:35 AM | ben10001
                      0
                    • Kingalan1

                      Best to Include Phone Number as CTA Button in Mobile Version of B+B Web Site?

                      We are attempting to keep the number of CTAs (Calls to Action) on our commercial real estate website to a minimum. Our adjusted design (see attached) has 2 CTAs. One is "Contact Agent" the other is "Schedule a Tour". We are focusing on the listing page, which is the primary product page and critical in terms of CTA. Our mobile version does not show a phone number while the desktop version (also attached) displays a phone number. Should the mobile version also display a button a phone number? Some members of our target audiences, business owners and executives who are often in their 40s and 50s may prefer to call us up rather than communicate by written message. Any suggestions for elegantly displaying the phone number without causing confusion? I have read that the number of CTAs should be limited so I am on the fence as to whether or not to include a phone number Thanks, 
                      Alan 6yR88Vt WwYpt81

                      Conversion Rate Optimization | May 28, 2019, 1:49 AM | Kingalan1
                      0
                    • plumrocket1

                      Can Very High Impressions and 0% Organic CTR Impact our SEO Rankings?

                      I have a very strange feeling that someone bad is trying to hurt our company, but maybe I am wrong. Let me explain. In the last two month, we have seen a very significant drop in sales on our website, but we couldn't figure out why. We have looked at different metrics (Google Search Console, Moz, Google Analytics), but everything looked alright. We had 10% loss in traffic, but we didnt believe at the time that it could be the main issue. Just yesterday we've discovered the following (please see attached screenshot😞 On August 18, 2018 Google launched Search Update On the same date, we had a jump in Organic Search Impressions for one particular keyword, which we never tracked before: "free facebook login". Majority of all impressions (233,000 out of 258,000) were from Philippines. Very low total number of clicks (50 clicks) led to 0% Average CTR for this keyword. Which in return, also lowered our global CTR by 1%. One month later we had 1000's of spam emails sent to our Helpdesk from two IP addresses, also from Philippines. We blocked them of course. It could be all coincidence. I dont know. But do you think that someone can use this fraudulent tactic to lower our CTR and drop our ranking and traffic? Can this influence our SEO in any way? It's also possible that someone is attacking Facebook and we just happen to be there, on the first page, for the same keyword. Should we try to eliminate our page for this keyword and see what happens? I've checked this article from Rand Fishkin - https://moz.com/blog/impact-of-queries-and-clicks-on-googles-rankings-whiteboard-friday and it seems that CTR is an important factor. However the article is from 2015 and maybe it's no longer relevant. What should we do? Thanks! G86Nge4

                      Conversion Rate Optimization | Dec 5, 2018, 10:33 PM | plumrocket1
                      1
                    • Kingalan1

                      Multi Step Form or Standard Form for Data Capture

                      We are redesigning our web site real estate (www.nyc-officespace-leader.com). A key component of the site is the property search form. Currently visitors completes 5 fields and properties that meet the criteria are displayed to the visitor. I have noticed that my leading competitors (www.42floors.com, www.squarefoot.com) use multi step forms that ask single questions of the visitors. In effect they are reducing complexity by asking a single question per form. However the visitor must complete additional forms. Before results are served, both competing sites require the visitor to release contact info. 42floors has a clever inducement for the visitor to release their info: "Their are 127 listings that haven't been posted yet, but are visible to members." Once the visitor releases info they get to view the listings. While this is somewhat coercive, I suspect it is effective in obtaining customer date. While I understand it may result in some visitors bouncing off the site, the form completions are extremely valuable. Currently we provide listings without requiring registration but obtain very little data about visitors. In New York City, there are so many commercial real estate sites that visitors have a tendency to bounce from one to another without leaving info or calling. Multi step forms would allow me to add questions that are highly pertinent. Like when do they need possession, how long a lease term. By being asked very specific, relevant questions I wonder if that would not in fact increase the likely hood of the visitor to release info Any advice?? I am attaching several of the forms in question. In the event that we proceed with a multi part form, their are certain services like Leadformly that integrate with Wordpress. I see the eliminate the need for a Capcha and have other advantages. Is it beneficial to use such a package? iQUNh 19ugT he23uak

                      Conversion Rate Optimization | Mar 4, 2018, 10:45 PM | Kingalan1
                      0
                    • CHEATERS

                      How highly do you value a link from the BBB?

                      What I would like to know is how valued a link from the BBB is. I've searched various forums and websites to try and put a value on it, but I can't find a whole lot of useful discussion on it and how it can affect rankings. My ecommerce company has been approached by the BBB for Accreditation, which is something I've always been somewhat interested in. I realize many business owners either love/hate the BBB, but so far I have had several claims with them and they've always sided with my company, despite not being accredited. The BBB rep immediately started spouting off the benefits of having the BBB link to you, and I could see that as being true. They have a DA of 96, and obviously not everyone can get a link on that website (money and good reputation required). However, he probably exaggerated when he said often times businesses skyrocket in the rankings because of this backlink; he also seemed to think having the BBB code and badge that link to the BBB website seemed to affect rankings, which I don't think is correct. I also think that having their badge on our website could increase sales conversion (and maybe even increase the number of people that complain to the BBB). I'm not too worried about the complaints since we don't have ethics problems. The accreditation is $750 (seems high) and I'm not sure if it's really worth that amount, but I could be wrong. Would love some professional insight on if the BBB is worthwhile link or if it's overhyped and the money would be better spent elsewhere. At face value, it certainly seems like a good investment and I'd love to hear some insight as to how much value their backlink truly has to a company or if that money is better spent elsewhere.

                      Conversion Rate Optimization | Feb 20, 2018, 8:23 PM | CHEATERS
                      3
                    • JKuly

                      How accurate is the Geo-Targeting of Google and Bing/Yahoo PPC ads?

                      I have a client who serves a local market and who has had trouble in the past with people out of her service area clicking on ads. She asked how accurate the geo-targeting option is.  I know it's not possible to be completely accurate resolving the location of IP addresses, but was wondering if there are any recent statistics out there regarding how accurate or inaccurate geo-targeting is.  I did some quick searches but did not see any current numbers. Many Thanks!

                      Conversion Rate Optimization | Mar 25, 2011, 11:17 AM | JKuly
                      0

                    Get started with Moz Pro!

                    Unlock the power of advanced SEO tools and data-driven insights.

                    Start my free trial
                    Products
                    • Moz Pro
                    • Moz Local
                    • Moz API
                    • Moz Data
                    • STAT
                    • Product Updates
                    Moz Solutions
                    • SMB Solutions
                    • Agency Solutions
                    • Enterprise Solutions
                    Free SEO Tools
                    • Domain Authority Checker
                    • Link Explorer
                    • Keyword Explorer
                    • Competitive Research
                    • Brand Authority Checker
                    • Local Citation Checker
                    • MozBar Extension
                    • MozCast
                    Resources
                    • Blog
                    • SEO Learning Center
                    • Help Hub
                    • Beginner's Guide to SEO
                    • How-to Guides
                    • Moz Academy
                    • API Docs
                    About Moz
                    • About
                    • Team
                    • Careers
                    • Contact
                    Why Moz
                    • Case Studies
                    • Testimonials
                    Get Involved
                    • Become an Affiliate
                    • MozCon
                    • Webinars
                    • Practical Marketer Series
                    • MozPod
                    Connect with us

                    Contact the Help team

                    Join our newsletter
                    Moz logo
                    © 2021 - 2025 SEOMoz, Inc., a Ziff Davis company. All rights reserved. Moz is a registered trademark of SEOMoz, Inc.
                    • Accessibility
                    • Terms of Use
                    • Privacy

                    Looks like your connection to Moz was lost, please wait while we try to reconnect.