In this post we're going to show you how you can use an Exit Survey to actually make more money.
The exit survey can do just that! Let's get stuck in…
What Is The Exit Survey?
Whether you're business is small or huge, that moment when a subscribing customer leaves you is still a dreaded moment.
We have something for you that will soften the blow.
Why not send out a short survey asking why they decided to leave and if there was anything you could have done differently.
If it’s a quick fix, then you can act on it!
With an exit survey you have the amazing opportunity to totally turn your leavers around and get them signing right back up!
Lee Resources shows that 70% of customers will do business with you again if you can resolve an issue for them. You’d be daft not to try!
Even if you don't manage to keep that particular customer, you can use their feedback to improve your services for future customers.
Your Exit Survey Intro
You should make sure that your exit survey doesn't sound like you're offended that someone has chosen to leave.
Instead you want to make it sound like you're keen to make improvements for them and encourage them to stay.
Keep it positive!
Research by Ruby Newell-Legner shows that a typical business hears from just 4% of it's dissatisfied customers.
So, if you can get each of your leavers to give you feedback then you'll be way ahead of the competition.
That means writing an honest and engaging intro to your survey.
What Should You Ask?
Products and Services[bullet_block upload_icon=”https://blog.responsesuite.com/wp-content/uploads/2018/03/Response_Suite_Icon_Blue-012.jpg” style=”size-16″ small_icon=”1.png” width=”” alignment=”center”]
- I don’t find the content useful or valuable
- The price is too high for me
- I have no use for this anymore
Communication[bullet_block upload_icon=”https://blog.responsesuite.com/wp-content/uploads/2018/03/Response_Suite_Icon_Blue-013.jpg” style=”size-16″ small_icon=”1.png” width=”” alignment=”center”]
- I receive too many emails from you, it got a bit annoying
- The customer service hasn't been great
- I have an outstanding query
It's always a good idea to pop in a text answer question near the end of your survey.
This will allow your customers to tell you exactly what you could have done differently.[bullet_block upload_icon=”https://blog.responsesuite.com/wp-content/uploads/2018/03/Response_Suite_Icon_Blue-014.jpg” style=”size-16″ small_icon=”1.png” width=”” alignment=”center”]
- Could you tell us any other reasons you've decided to leave/cancel
What You Should Do With The Results
It's important that you use the results of your exit survey wisely.
You can segment your leavers based on their answers and then you can follow up with them. Clever right?!
So, if someone left because of a pricing issue, you can send them a discount code or some of your cheaper products.
If someone left because they didn't feel like the service they received was great, get someone from customer services to give them a call.
Even if you don't want to follow up with the customers who have decided to leave, you can use these results to find out what you can improve on.
If you find that most people leave because the price is too high then maybe it's time to look at the audience you're targeting.
The list of ways you can use your results is endless, but you probably get the idea now!
For more unconventional ways to use surveys to grow your business and make more money, take a look at the full article by clicking here.
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