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Tech Updates: Etsy Shopper Survey Results & Payment Enhancements

Dec 18, 2008

by Vanessa Bertozzi handmade and vintage goods

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.

If you want to get the breaking, vital Etsy news as it happens — delivered straight to your email inbox, then sign up for Etsy News Alerts emails. Read more about it hereExpect this as an Etsy Alert email in your inbox if you already subscribe to the list.

You can also get an RSS feed of all TechUpdates here.

Leather Jeans  Wallet
Leather Jeans Wallet
lucky penny cuff links
lucky penny cuff links
little yellow door
little yellow door
ONE LOVE Ceramic Heart Dish
ONE LOVE Ceramic Heart Dish
Somewhere Oval The Rainbow, A You Pick The Color Necklace
Somewhere Oval The Rainbow, A You Pick The Color Necklace
$10.00 USD
SALE  the Wavelet II  hand stitched leather Wristlet Feral Empire
SALE the Wavelet II hand stitched leather Wristlet Feral Empire
Orange You Glad Checkbook Wallet
Orange You Glad Checkbook Wallet
Penny Saved 2x2 Tile
Penny Saved 2x2 Tile
rust square tiles weekender
rust square tiles weekender
Reusable Organic Shopping Bag w\/ Red Tree Design
Reusable Organic Shopping Bag w\/ Red Tree Design


  • MelissasMelange

    MelissasMelange said 8 years ago

    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.

  • additionsstyle

    additionsstyle said 8 years ago

    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.

  • moonstr

    moonstr said 8 years ago

    yaaaay! thanks for the update!

  • gretchenmist

    gretchenmist said 8 years ago

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

  • organikx

    organikx said 8 years ago

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

  • neverenoughhours

    neverenoughhours said 8 years ago

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

  • LaurenAlexander

    LaurenAlexander said 8 years ago

    Very good news! Thanks!

  • SteampunkSupply

    SteampunkSupply said 8 years ago

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

  • NovemberRoseAtelier

    NovemberRoseAtelier said 8 years ago

    Yeah! The improvements sound wonderful!

  • maryjanefrances

    maryjanefrances said 8 years ago

    cool, thanks guys!

  • bijougirldesigns

    bijougirldesigns said 8 years ago

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

  • sillylittlelady

    sillylittlelady said 8 years ago

    Neato Torpedo Dudes!

  • christiecottage

    christiecottage said 8 years ago

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

  • BlackStar

    BlackStar said 8 years ago

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

  • secretjewellz

    secretjewellz said 8 years ago

    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.

  • ShineAndSparkle

    ShineAndSparkle said 8 years ago

    Great! Thanks for the update!

  • 4TheSparrowsNest

    4TheSparrowsNest said 8 years ago

    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!

  • thefunkyfelter

    thefunkyfelter said 8 years ago

    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.

  • stephaniek

    stephaniek said 8 years ago

    Good to know, thanks!

  • AlloverArt

    AlloverArt said 8 years ago

    Thanks for this! :)

  • HighlandBooks

    HighlandBooks said 8 years ago

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

  • MrFilthyRotten

    MrFilthyRotten said 8 years ago

    Great update! Thanks!

  • annejulie

    annejulie said 8 years ago

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

  • IcingOnTheCupcake

    IcingOnTheCupcake said 8 years ago

    Thank you for keeping us informed!

  • willowdiamond

    willowdiamond said 8 years ago

    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!

  • piperewan

    piperewan said 8 years ago

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

  • ccbgknikolich

    ccbgknikolich said 8 years ago

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

  • laralewis

    laralewis said 8 years ago

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

  • MetalheartDesign

    MetalheartDesign said 8 years ago

    thank you for the info!

  • isewcute

    isewcute said 8 years ago

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

  • LeelaBijou

    LeelaBijou said 8 years ago

    Great! Thanks for the update!

  • Majestyinc

    Majestyinc said 8 years ago

    yay! Thanks......

  • DiBeauDesigns

    DiBeauDesigns said 8 years ago

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

  • cutebabytwo

    cutebabytwo said 8 years ago

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

  • SparklePaw

    SparklePaw said 8 years ago

    Very exciting! Thanks!

  • treasurefield

    treasurefield said 8 years ago

    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!

  • earlybirdcreations

    earlybirdcreations said 8 years ago

    Thankyou so much for keeping us informed!

  • walkingchick

    walkingchick said 8 years ago

    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.

  • LegendaryTigerHero

    LegendaryTigerHero said 8 years ago

    Hooray for making it easier to buy our stuff!

  • pamelatang

    pamelatang said 8 years ago

    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!

  • theeye

    theeye said 8 years ago

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

  • HoneysuckleLane

    HoneysuckleLane said 8 years ago

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

  • nakedtile

    nakedtile said 8 years ago

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

  • popsiclestick

    popsiclestick said 8 years ago

    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!

  • sungazer

    sungazer said 8 years ago

    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.

  • SixOSevenJewels

    SixOSevenJewels said 8 years ago

    Thanks! Great news!

  • ImogensGarden

    ImogensGarden said 8 years ago

    hooray for bill pay with PayPal!

  • TerisTreasure

    TerisTreasure said 8 years ago

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

  • worksofwhimsy

    worksofwhimsy said 8 years ago

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

  • oldworldprimitives

    oldworldprimitives said 8 years ago

    This is great news, thank you!

  • dragonhouseofyuen

    dragonhouseofyuen said 8 years ago

    it was good to take part - thanks !

  • vivikas

    vivikas said 8 years ago

    Cool, thanks for the update!

  • JetWhitePonytail

    JetWhitePonytail said 8 years ago

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

  • Lavatican

    Lavatican said 8 years ago

    You are great.

  • thegypsyjewels

    thegypsyjewels said 8 years ago

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

  • waxandwool

    waxandwool said 8 years ago

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

  • VedaArtsFabrics

    VedaArtsFabrics said 8 years ago

    wicked cool...

  • fragmentsbyedith

    fragmentsbyedith said 8 years ago

    Great update. Helpful to know.

  • anakim

    anakim said 8 years ago

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

  • anakim

    anakim said 8 years ago

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

  • LindaCaterpillar

    LindaCaterpillar said 8 years ago

    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.

  • Sinta

    Sinta said 8 years ago

    Looking forward to the improved site search ^_^

  • Iammie

    Iammie said 8 years ago

    good information!

  • f2images

    f2images said 8 years ago

    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 ;)

  • artsyfingers

    artsyfingers said 8 years ago

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

  • mouserkinsmagic

    mouserkinsmagic said 8 years ago

    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!

  • dbabcock

    dbabcock said 8 years ago

    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.

  • beautifulbridget

    beautifulbridget said 8 years ago

    Thank you for all you do, you guys rock!

  • beachhouseblues

    beachhouseblues said 8 years ago

    Thanks for the great info.

  • poppyandclover

    poppyandclover said 8 years ago

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

  • pinkshowercurtain

    pinkshowercurtain said 8 years ago

    Thanks for keeping us all informed. :)

  • jkcreativedesigns

    jkcreativedesigns said 8 years ago

    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.

  • softjaz

    softjaz said 8 years ago

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

  • calzephyr

    calzephyr said 8 years ago

    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.

  • jodieflowers

    jodieflowers said 8 years ago


  • SimpleTraditions

    SimpleTraditions said 8 years ago

    i love the rust square tiles bag!!

  • iheartchelsyanne

    iheartchelsyanne said 8 years ago

    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...

  • hearthsidetreasures

    hearthsidetreasures said 8 years ago

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

  • malam

    malam said 8 years ago

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

  • EvesOriginals

    EvesOriginals said 8 years ago

    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!

  • mamafamilias

    mamafamilias said 8 years ago

    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.

  • DeNovoStyle

    DeNovoStyle said 8 years ago

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

  • artnomadix

    artnomadix said 8 years ago

    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 !

  • Marsye

    Marsye said 8 years ago

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

  • Tina669

    Tina669 said 8 years ago

    Great! Thanks for the update!

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