Customer loss survey template

We're sorry to see you goWhat first attracted you to our company?

Price, Features, Customer Service, Recommendation

What caused you to end your contract with us?

Staff behaviour or response, Service not meeting expectations, Pricing, Quality of support

Could you tell us a bit more about this?Who have you chosen as your next solution provider?Having looked at competitors, how would you now rate us on pricing?

Very cheap, Quite cheap, About right, Slightly expensive, Very expensive

Is there anything we could do or improve on to keep you with us?Thank you for having been a customer with us. We appreciate your feedback.

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Unfortunately “It’s not you, it’s me” isn’t something we hear often from clients

But when customers do leave you, it’s important to know why. Send a customer loss survey when you’ve been broken up with, and avoid making the same mistakes for future customers.

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Make forms feel effortless to fill out. Pace questions, call people by their name, and adapt the flow based on the data they share.

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Customer loss survey FAQs:

This type of survey is not only a good way to learn about mistakes you’ve made, but it’s an opportunity to find out more about your competitors too.

The people with the best information are the customers who have just switched. They’ll have done all the research and spoken to your competitors about what they can offer. Make sure to include questions that’ll help you understand your market position, and how you can compete

There’s no better way to learn about what you’ve done wrong, than from an ex-customer. Use this survey to really dig into the detail, and understand why you were selected as a provider in the first place, and what happened along the way to make them leave you.

Remember this exercise isn’t about getting the customer back. They’re less likely to give you honest answers if they feel it is just a sales ploy.