Leaving so soon?

Abstract

Users of search engines often abandon their searches. Despite the high frequency of Web search abandonment and its importance to Web search engines, little is known about why searchers abandon beyond that it can be for good or bad reasons. In this paper, we ex-tend previous work by studying search abandonment using both a retrospective survey and an in-situ method that captures aban-donment rationales at abandonment time. We show that although satisfaction is a common motivator for abandonment, one-in-five abandonment instances does not relate to satisfaction. We also studied the automatic prediction of the underlying reason for ob-served abandonment. We used features of the query and the results, interaction with the result page (e.g., cursor movements, scrolling, clicks), and the full search session. We show that our classifiers can learn to accurately predict the reasons for observed search abandonment. Such accurate predictions help search providers estimate user satisfaction for queries without clicks, affording a more complete understanding of search engine performance.