How To Use Exit Interviews and Surveys To Improve Customer Retention

How To Use Exit Interviews & Surveys To Improve Customer Retention

A lost customer is painful for your business – both for your bottom line and your ego.

The importance of customer retention isn’t to be taken lightly. That’s why, in this article, we take a look at how to use exit interviews and surveys to improve customer retention.

You may be wondering, “What’s the purpose? After all, they’ve already left my company?”

The purpose of conducting exit interviews and sending surveys is to find out what you did wrong, why the customer left the business, and how you can improve so you keep more of your current customer base.

So, let’s get to it.

Customer Retention Stats

According to Score, the following can be said about an unhappy customer:

  • For each one of your customers who complains, 26 remain silent.
  • The average unhappy customer tells eight to 16 people about the bad experience.
  • 91% of unhappy customers will never buy from you again.
  • If you try to resolve a customer’s complaints, 82-95% percent of them will stay with you.
  • It costs you about five times as much to attract a new customer as it does to keep an existing one.

Those are some heavy prices to pay for lost customers. Now, wouldn’t it be nice to know why they are leaving and what you could do differently in the future to prevent such a loss?

The Customer Exit Interview

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How eCommerce Companies Can Do Surveys And Questionnaires Onsite

How eCommerce Companies Can Do Surveys And Questionnaires Onsite

How do you know if your website is meeting your customer’s needs? Ever wondered if they’d like to see certain kinds of products featured on your eCommerce site? How about your customer service – do people like it?

These questions and many more can be answered right on your website by your website visitors and customers.

Offer surveys and questionnaires to get useful information about your eCommerce site and its products.

Surveys and questionnaires can increase your customers’ loyalty because they feel like they are part of the process. By asking their opinion, they have buy-in because they’re either helping you solve a problem or tooting your horn.

The best way to understand what your website visitors are feeling is to survey them.

According to Survey Monkey, every month more than 30 million people complete their surveys. With at least that many people online completing surveys, it’s time you took advantage of this great fact-finder.

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