Question: Why should I use 'exit interviews' to survey departing customers?
You Can Ask What You Could Have Done Differently
"Asking for information is always a good idea. Too often, we ask why the customer left instead of inquiring about what we could have done differently. It's a nuance, but an important one. They will give you something like, "We decided to go in a different direction," which isn't actionable. Ask, "What could we have done differently?" You are likely to get one or two actionable insights."
@bamonaghan
You Get Honest Product Feedback
"Whenever our users churn, we always send one final email with specific questions about what they would do to improve our service, why they chose to move on, etc. Not only does this provide invaluable feedback about our product and service, but it also often leads to re-engagement of lost customers."
@GoldFireStudios
You Aren't Held Back to Report Negative Results
"If you're able to get an exit interview, I'd take it. I always make sure they know what they say doesn't impact anyone's job or anything. I find we get the best answers out of clients, and our employees aren't afraid to report the negative results."
@johnrampton
You Can Review Your Pricing Strategy
"Ask them if they would stay with your service if the price was lower. This will help you figure out your sweet spot price point."
@risk
Your Former Customers May Be Hesitant to Disclose Their Reasoning
"Most customers are reluctant to share information or be truthful. The better resolve is to have your employees tell you why they lost the sale so they know you require them to be accountable for the sales process. This will help you find unique trends in their ability to close specific account types."
@sambahreini
You Learn Why Some Customers Weren't As Engaged
"An exit interview is a must because what you learn helps you retain others. We ask only three simple questions: How would you rate your satisfaction? What is your reason for leaving? What suggestions do you have for improving the product or service? We often focus on our most highly engaged customers, but there is much to learn about your offering from those who don't like it."
@dhassell
You Can Ask for Referrals
"Be genuine and completely non-defensive. Ask for real feedback and suggestions for improvement. Ask them if they'd be willing to consider working with your organization again if these improvements were implemented. Additionally, ask them for referrals. Clients can feel bad ending a relationship, so ask them for other companies they might recommend for your goods or services."
@andrewhowlett
