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Tech Updates: Etsy Shopper Survey Results & Payment Enhancements
Story by sean11, TechUpdates, Vanessa
Published on December 18, 2008 in Etsy News 		Photo by

DrikaB

A big thank-you to everyone who took our brief Shopper Survey! We've been working on a number of important payments-related enhancements and your feedback is critical. These surveys are a fast and efficient way to get structured feedback from many of you; they complement our usability testing, traffic analyses and financial metrics.

We wanted to share some of the results of this survey with you:

  • In the five days that the survey was offered, we received close to 3,000 responses from shoppers throughout the United States and in the United Kingdom, Australia, Argentina, Aruba, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Guatemala, Hong Kong, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Malaysia, Mexico, Netherlands, New Zealand, Norway, Philippines, Portugal, Puerto Rico, Singapore, Slovenia, South Africa, Spain, Sweden, Switzerland and Thailand! Clearly, the Etsy community is global, and one of our follow-up surveys in the New Year will focus more on international buyers and sellers.
  • PayPal was the overwhelming current preferred method of payment, with 90% of respondents preferring to log in directly to PayPal to make purchases, rather than to not log in and use a credit card processed by PayPal (PayPal calls this 'Guest Checkout').
  • In response to our question about future methods of payment, PayPal was also the winner by a 40% margin over the other possibilities presented: credit cards processed by Etsy, credit cards processed by PayPal, Direct Debit, Google Checkout and Amazon Payments.
  • Etsy's site search was the number-one way respondents said they find items on Etsy. As noted recently by VP of Product Management Sara Hicks, we're working hard to make improvements so stay tuned. Browsing categories and Favorites were the next most popular ways to find items on Etsy.
  • Speaking of Favorites, 95% of respondents said they actively add items to their Favorites and 50% said they add items to their Favorites almost every time they visit Etsy. 75% of respondents said they regularly purchase items they've added to their Favorites. We knew Favorites were important and this was a welcome confirmation.

We also received many thoughtful responses to the open-ended survey questions about Etsy's current checkout process and overall shopping experience. The responses ran the gamut from "Everything is amazing!" to "It's terrible! Fix it!" Many respondents said they found the jump to PayPal during checkout confusing at first. We're going to be incorporating Etsy branding into the PayPal checkout pages linked from Etsy to lessen the confusion experienced by some new buyers.

And as noted last month by CEO Maria Thomas, we're going to be offering sellers the option to pay their Etsy bill using PayPal in the coming weeks. These enhancements are a small part of a comprehensive look at all payments processes on Etsy. Improving the checkout process and shopping experience on Etsy is one of our major focus projects for 2009.

Thanks again to everyone who participated in the survey. We're reading and listening and putting your constructive feedback to work.

ps
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Tags billing, bills, business, buying, checkout, check out, data, information, payments, PayPal, research, Sean Flannagan, selling, site features, surveys, Tech Updates, transactions
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85 comments     Login to add your own!

Dec. 18, 2008 at 5:57 p.m. MelissasMelange

Thanks for this update. As a seller it was very informative. I can't wait to hear more information and see the improvements that will be a result of this survey.

Dec. 18, 2008 at 6:01 p.m. additionsstyle

Thanks for all the great information. It is good to know that paypal is the perfered method of payment by most people, and of your future plans to change the checkout process.

Dec. 18, 2008 at 6:03 p.m. moonstr

yaaaay!
thanks for the update!

Dec. 18, 2008 at 6:03 p.m. gretchenmist

thanks for keeping us informed, it's good to know what's going on behind the scenes.
also, that DrikaB bag is a beauty :)

Dec. 18, 2008 at 6:06 p.m. organikx

Great to hear about the changes etsy is considering making due to the responses from this survey!

Dec. 18, 2008 at 6:06 p.m. neverenoughhours

Paying my bill by paypal is going to be fantastic! It will save me currency conversion fees.

Dec. 18, 2008 at 6:06 p.m. LaurenAlexander

Very good news! Thanks!

Dec. 18, 2008 at 6:06 p.m. SteampunkSupply

Excellent update! I'm really happy you're working so closely with buyers and sellers!

Dec. 18, 2008 at 6:06 p.m. NovemberRoseAtelier

Yeah! The improvements sound wonderful!

Dec. 18, 2008 at 6:07 p.m. maryjanefrances

cool, thanks guys!

Dec. 18, 2008 at 6:10 p.m. bijougirldesigns

Thanks for the info. I love doing surveys, and I love finding out what people said!

Dec. 18, 2008 at 6:11 p.m. sillylittlelady

Neato Torpedo Dudes!

Dec. 18, 2008 at 6:11 p.m. christiecottage

Great to read and bravo for the upcoming pay etsy bill with paypal!!!

Thanks!

Dec. 18, 2008 at 6:12 p.m. BlackStar

Thanks for the update. And thanks to Stella for posting this story in the forums.

Dec. 18, 2008 at 6:13 p.m. secretjewellz

I'm so glad we will have the paypal option for paying our Etsy bills and further improvements to the checkout system.

Also we need for the international buyers to see what price they are paying for a item in there currency.

Dec. 18, 2008 at 6:15 p.m. ShineAndSparkle

Great! Thanks for the update!

Dec. 18, 2008 at 6:16 p.m. 4TheSparrowsNest

I agree....surveys are fun, and the end result helps us all. LOOVE to hear about the option to pay Etsy bills using paypal...woo!

Dec. 18, 2008 at 6:18 p.m. thefunkyfelter

I'm happy to know that Etsy is responding to the survey, and also happy to know the survey results. I think the survey was a great idea and hope that Etsy chooses to do more in the future on other site topics.

Dec. 18, 2008 at 6:20 p.m. stephaniek

Good to know, thanks!

Dec. 18, 2008 at 6:21 p.m. AlloverArt

Thanks for this! :)

Dec. 18, 2008 at 6:23 p.m. HighlandBooks

Thanks for your ongoing great work :) some good stuff here.

Dec. 18, 2008 at 6:24 p.m. MrFilthyRotten

Great update! Thanks!

Dec. 18, 2008 at 6:25 p.m. annejulie

Thank you for the update! As a seller, I look forward to the new option to pay my Etsy bills using PayPal! How great!

Dec. 18, 2008 at 6:27 p.m. IcingOnTheCupcake

Thank you for keeping us informed!

Dec. 18, 2008 at 6:29 p.m. willowdiamond

I agree on PayPal.

however, the number one thing I've been waiting for from Etsy and that has never happened is new themes. I'm really tired of the same old orange and white and it's been that way for years.

please new themes!

Dec. 18, 2008 at 6:30 p.m. piperewan

thank you for the update, and i am looking forward to knowing what improvements will be made to the checkout in the future.

Dec. 18, 2008 at 6:33 p.m. ccbgknikolich

Thanks so much for the update. I look forward to a great 2009 here on etsy.

Dec. 18, 2008 at 6:33 p.m. laralewis

i'm looking forward to being able to use paypal to pay my bill. keep up the great work!

Dec. 18, 2008 at 6:36 p.m. MetalheartDesign

thank you for the info!

Dec. 18, 2008 at 6:36 p.m. isewcute

thank you thank you! Can't wait to pay my bill with paypal!

Dec. 18, 2008 at 6:37 p.m. LeelaBijou

Great! Thanks for the update!

Dec. 18, 2008 at 6:43 p.m. Majestyinc

yay! Thanks......

Dec. 18, 2008 at 6:46 p.m. DiBeauDesigns

Thanks for the update. Wow! Responses from 36 countries.
Looking forward to paying Etsy bill with Paypal account.

Dec. 18, 2008 at 6:47 p.m. cutebabytwo

I would love to be able to pay my Etsy bill using PayPal, Yeaaaaa!!!

Thank You,

Dec. 18, 2008 at 6:48 p.m. SparklePaw

Very exciting! Thanks!

Dec. 18, 2008 at 6:50 p.m. treasurefield

I totally missed the survey, but since so many of us love using our Favorites, I'd really like to see the need for organizing them addresed. Thank you!

Dec. 18, 2008 at 6:53 p.m. earlybirdcreations

Thankyou so much for keeping us informed!

Dec. 18, 2008 at 6:54 p.m. walkingchick

I think everything that you have been doing is great but I would also love to pay etsy payment with my pay pal. thank you for a great site.

Dec. 18, 2008 at 6:58 p.m. LegendaryTigerHero

Hooray for making it easier to buy our stuff!

Dec. 18, 2008 at 7:01 p.m. pamelatang

Thanks for the wonderful news and for all your continuous efforts to make Etsy such a great venue! Merry Xmas and a Happy New Year to you all!

Dec. 18, 2008 at 7:03 p.m. theeye

oh I could just jump for joy right now. YAY...! we spoke.. and you listened!!!!!!

*happy dance*

Dec. 18, 2008 at 7:06 p.m. HoneysuckleLane

Thanks so much for the update and for continually working to make etsy the best place for both seller and buyer.

Dec. 18, 2008 at 7:53 p.m. nakedtile

I can't wait to pay my Etsy bill with Paypal. :)

Dec. 18, 2008 at 8:19 p.m. popsiclestick

I would *heart* paying my bill with PayPal! Also, it only crossed my mind today, but I saw someone else mention having a way to organize (or at least search) our favorites. I think that would entice our "fans" to be more active in following their favorite sellers' favorites - otherwise, it can really be overwhelming. Thanks so much!

Dec. 18, 2008 at 8:28 p.m. sungazer

Thank you! I'm glad you're addressing search and improving PayPal's integration.

I second the suggestions that it be possible to organize one's favorites.

Dec. 18, 2008 at 8:37 p.m. SixOSevenJewels

Thanks! Great news!

Dec. 18, 2008 at 9:56 p.m. ImogensGarden

hooray for bill pay with PayPal!

Dec. 18, 2008 at 10:39 p.m. TerisTreasure

Thanks for the info, I am really excited about paying the Etsy bill with PAYPAL! What a God Send!

Dec. 18, 2008 at 10:48 p.m. worksofwhimsy

Looking forward to paying my bill with Paypal! Thanks for the update.

Dec. 18, 2008 at 10:58 p.m. oldworldprimitives

This is great news, thank you!

Dec. 18, 2008 at 11:08 p.m. dragonhouseofyuen

it was good to take part - thanks !

Dec. 18, 2008 at 11:12 p.m. vivikas

Cool, thanks for the update!

Dec. 18, 2008 at 11:28 p.m. JetWhitePonytail

Thanks for the update---As someone mentioned above, having a way to organize faves would be a great improvement.

Dec. 18, 2008 at 11:51 p.m. Lavatican

You are great.

Dec. 19, 2008 at 12:08 a.m. thegypsyjewels

I very nearly had a heart attack when I read TECH UPDATE in my email today~ no Tech Update thought ..just fluff~as usual

Dec. 19, 2008 at 12:56 a.m. waxandwool

I have always loved my favorites and a method of batch organizing would be fantastico. Thanks for sharing the summarized survey results.

Dec. 19, 2008 at 1:21 a.m. VedaArtsFabrics

wicked cool...

Dec. 19, 2008 at 1:21 a.m. fragmentsbyedith

Great update. Helpful to know.

Dec. 19, 2008 at 3:02 a.m. anakim

Thanks for the update! I'm glad we'll be able to pay our Etsy bill!

Dec. 19, 2008 at 3:03 a.m. anakim

I'm glad we'll be able to pay our Etsy bill through Paypal!

Dec. 19, 2008 at 3:21 a.m. LindaCaterpillar

I am pleased.
Pleased we can soon pay the Etsy bill through PayPal.
Pleased Etsy offer the opportunity to give feedback through surveys and share the outcomes.
Pleased Etsy listen and act on what they hear.
Pleased "Search" will be improved.
Pleased Etsy branding will be incorporated into the PayPal checkout pages to lessen the confusion experienced by some new buyers.
I hope all this happens soon.

Dec. 19, 2008 at 4:28 a.m. Sinta

Looking forward to the improved site search ^_^

Dec. 19, 2008 at 5 a.m. Iammie

good information!

Dec. 19, 2008 at 6:24 a.m. f2images

Sounds like some great feedback. Good idea with the Etsy branding on Paypal page.

I'd still REALLY like to see ways for buyers to organize their favorites....I think this increase return for buying by a HUGE factor. I'd love it to work like "Sections" where individuals can organize their favorites into whatever categories are important to them...whether it be "gifts, myself, art ideas" or "jewelry, photography, sculpture".

Emiko ;)

Dec. 19, 2008 at 6:51 a.m. artsyfingers

Congratulation your survey was successful .It will be very helpful If we can pay etsy bill with PayPal .
Thank you.

Dec. 19, 2008 at 7:10 a.m. mouserkinsmagic

I am SOOOO happy to hear that sellers will be able to use PP for fees...YAY! I was having to:
*make a sale
transfer the money from PP to my checking account
*then turn around and send the money here....o_O
PP for fees will be a BLESSING...thank you!

Dec. 19, 2008 at 7:54 a.m. dbabcock

Thank you for sharing those results; and thanks for listening and acting on suggestions such as being able to use PayPal to pay Etsy fees.

Dec. 19, 2008 at 8:13 a.m. beautifulbridget

Thank you for all you do, you guys rock!

Dec. 19, 2008 at 8:37 a.m. beachhouseblues

Thanks for the great info.

Dec. 19, 2008 at 8:38 a.m. poppyandclover

I appreciate that Etsy is a thoughtful company that is always looking for ways to improve the overall experience for everyone. Thank you!

Dec. 19, 2008 at 8:52 a.m. pinkshowercurtain

Thanks for keeping us all informed. :)

Dec. 19, 2008 at 11:39 a.m. jkcreativedesigns

Thanks for the info. I still think, though, that buyers should not be able to keep things in their carts without paying for them. Once they log out of the site, the items should go back into the seller's store. This would eliminate issues with non payment.

Dec. 19, 2008 at 12:10 p.m. softjaz

Improvements are good. Thanks for adding to our knowledge and information.

Dec. 19, 2008 at 12:22 p.m. calzephyr

Wow, I'm surprised that the turnout rate for the survey was so low. It probably should have been better advertised so that Etsy could have a larger pool of data to work from.

Dec. 19, 2008 at 1:36 p.m. jodieflowers

Awesome!

Dec. 19, 2008 at 5:40 p.m. SimpleTraditions

i love the rust square tiles bag!!

Dec. 19, 2008 at 8:03 p.m. iheartchelsyanne

Was anything mentioned about offering your own currency within your own country? It's too bad that my fellow Canadians lose money when they are in the same city even...

Dec. 19, 2008 at 8:49 p.m. hearthsidetreasures

Sounds like great improvements! Thanks for making it easier for etsy buyers and sellers to make transactions easier and less confusing!

Dec. 20, 2008 at 10:25 a.m. malam

aaaaah i can't wait to be able to pay my bill with paypal!!!!

Dec. 20, 2008 at 12:12 p.m. EvesOriginals

Etsy as always ROCKS!!! Thank you for listening to us and in continuesly making the effort to improve etsy. It makes bringing newcomers ie: buyers & sellers that much more easier to refer when one has great experiences like this on etsy!

Thank you! Thank you! Thank you and Happy Holidays to all that make Etsy the great place to sell & buy that it is and has become!

Dec. 20, 2008 at 9:54 p.m. mamafamilias

so happy that the etsy to paypal transition will be smoothed over. almost all of my sales have been to first time Etsy buyers and the most frequent catch has been that transition.

Dec. 23, 2008 at 6:07 p.m. DeNovoStyle

I'm new to Etsy, and I'm so glad they do research for improvements. Paying our selling bill with Paypal will be great.

Dec. 30, 2008 at 5:53 p.m. artnomadix

Well done doing the survey ! And implementing 'changes' ! How about implementing another simple but extremely useful, practical, and 'needed ' Change. T
hat of, placing a US$ sign INFRONT of EVERY PRICE throughout the purchase process, for those non US buyers, who find the site and item they want to purchase from other means, not thru Etsy, and purchase without realising they are really going to be paying far more than they think, because they haven't 'seen' that they are paying in USD ! They so often think they are paying in the $ of their own currency, only to find out from PayPal that it's in USD and they then don't complete the sale !

March 4, 2009 at 4:14 a.m. Marsye

Great!!!!!!! Been waiting for this!

July 11, 2009 at 1:58 a.m. Tina669

Great! Thanks for the update!

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