We study the customer-facing moments that make shoppers hesitate, leave, repeat purchase, or ask for help.
Three years of tracking 558,781 Shopify stores. Each report looks at where shoppers get stuck — and how the ecosystem is changing.
558,781 Shopify stores analyzed. A modeled scenario puts the Response Time Tax at $4.2B — but the bigger story is whether stores help shoppers at the moment they need it. Most still have no help tools at all.
Archived report. 482,156 stores indexed, with a modeled Response Time Tax of $3.8B as average response times stayed above 14 hours. Predates our broader store-friction research frame.
Archived report. Our inaugural index of 415,000 Shopify stores, with a modeled Response Time Tax of $3.4B. Predates our broader store-friction research frame.
Our flagship look at one of those moments: what happens when a shopper has a question and no one answers in time. Slow or missing help turns buying intent into abandoned carts, refunds, and silent exits.
See where delay quietly costs the store at the moment of intent, then how to close the gap.
The Response Time Tax is one piece. Our broader store-friction research looks across the whole path to purchase.
The product, fit, and trust doubts that stall a purchase before checkout.
The same questions store owners answer over and over, and what that repetition costs.
The shipping, sizing, and expectation gaps that turn orders into refunds and chargebacks.
The pre-purchase questions that, left unanswered, become abandoned carts instead of orders.
The customer-facing work that quietly stops keeping up as a store grows.
Use our research assumptions to model what slow or missing help may cost your store when shoppers wait, hesitate, or leave.
Enter your revenue and average response time. We'll model what slow or missing help may be costing you when shoppers wait or leave.
Install Garrio and receive a personalized response-time audit within 24 hours — including your missed revenue estimate and top fixes.
Install on ShopifyFree plan available · No credit card required