Understanding the Reasons for Leaving
By taking the time to find out why customers end their relationships with your organization, you will take big leaps toward strengthening your company. For this example, let's consider a mail-order book-of-the-month club. There are many reasons why a customer might end this contract. If the club can determine why customers are leaving, they can discover ways to make their other members more satisfied. An exit survey for the club could include a question like this:
Sample Customer Exit Survey Question
Using Incentives to Bring Those Customers Back
Another great benefit of using exit surveys for departing customers is that you may still have an opportunity to encourage them to return to your company. If you are sending your survey invitation via email, you can include a note with an exclusive offer such as one month of free service for the customer's willingness to continue the relationship with your company.