Ecommerce Ecommerce Customer Experience & UX

Question 1

What is conversion rate optimization (CRO) in ecommerce?

Accepted Answer

The practice of testing and improving website elements to increase the percentage of visitors who complete a purchase

Answer

CRO focuses on systematically improving the shopping experience through A/B testing, user research, and UX improvements to turn more visitors into buyers.

Question 2

What does 'cart abandonment rate' measure in ecommerce?

Accepted Answer

The percentage of shoppers who add items to their cart but leave without completing checkout

Answer

Cart abandonment rate is calculated as (initiated checkouts minus completed checkouts) divided by initiated checkouts, typically ranging 65–85% in US ecommerce.

Question 3

What is a 'guest checkout' option and why does it improve conversion rates?

Accepted Answer

Allowing customers to complete a purchase without creating an account, reducing friction at checkout

Answer

Forcing account creation before purchase is a major cause of checkout abandonment; guest checkout removes this barrier and lets buyers complete the transaction immediately.

Question 4

What is a Net Promoter Score (NPS) and how is it used in ecommerce?

Accepted Answer

A measure of customer loyalty based on how likely customers are to recommend the store, scored from -100 to 100

Answer

NPS is calculated by subtracting the percentage of detractors (score 0–6) from the percentage of promoters (score 9–10) who would recommend the store.

Question 5

What is the purpose of product page breadcrumb navigation in ecommerce?

Accepted Answer

To show users their current location within the site hierarchy and provide easy navigation to parent categories

Answer

Breadcrumbs help users understand where they are in the site structure and navigate back to category or home pages without using the browser's back button.

Ecommerce Practice Test

Ecommerce Practice Test

Ecommerce Ecommerce Customer Experience & UX