Customer Loss Survey + Sample Questionnaire Template

Customer loss survey questions is a questionnaire to understand the reasons why a customer has left your business. This survey template aims to identify the reasons that influenced the customer to leave your business and to uncover the factors, where improvement can be done to reduce customer churn. Such a survey can enable businesses to understand common characteristics and sentiments of this population and hence try to improve certain areas which can help them win those customers back.

Nowadays the competition in the market for all kinds of businesses is increasing and hence, all businesses have to keep up with the competition to retain their customers and keep them loyal. According to a recent survey, pricing and customer service played a major role in losing customers. From the data that was collected from a set of customers, it was observed that around 29% of customers left because of pricing and around 40% of them left because of customer service. This information was quite different from the information that the company employees had perceived. Hence a customer loss sample survey template can be helpful for businesses to understand the reasons why a customer is leaving and going to a competitor and this data can help the business to identify what improvements can be done to retain customers or win lost customers.

Following are the questions to gather information about the factors that influence a customer to leave.


 
 
What was the reason that attracted you to become our customer?
 
Brand value
 
Marketing and promotion
 
Variety of products
 
Word of mouth
 
Quality of our products
 
Pricing
 
Other
 

 
To what extent did each of the following impact your decision to discontinue your collaboration with us?
Extremely Very Moderately Slightly Not at all
Range of products/services
Quality of products/services
Brand value
After sales support
Behavior of staff
Poor understanding of your requirements
Pricing
Better alternative company
 
 
Which company/competitor did you shift to now to meet your requirements?
   
 
On a scale of 1 to 5, how would you rate this competitor for the following:
LowestHighest
1 2 3 4 5
Better range of products/services
Better quality
Higher brand value
Better customer service
Better pricing
 
 
Will you be willing to resume your collaboration with us, if we improve the areas you are dissatisfied with?
 
Yes
 
No
 
Can't say
 
 
Do you feel you were given good information about our products/services and processes to make your experience smooth and hassle free.
 
Yes
 
No
 
No opinion
 
 
Will you still be interested to know about our new products/services in the future?
 
Yes, I am subscribed to receive promotional content
 
Yes, but I am not a subscriber yet
 
No, I am not interested
 
 
If you were not provided with a good experience, would the following make it better?
 
More knowledgeable staff
 
Better advertisements and promotion
 
Better financial transaction process
 
Better customer service
 
Better understanding of your requirements
 
Other
 

 
 
Please state what would be the biggest difference between us and the company you chose now to collaborate with?
   
 
 
Did you speak about your negative experience with us to a colleague/friend? What did they have to say?
 
They agreed with the issues you mentioned
 
They agreed but were still biased more towards us
 
They denied that such an experience could happen
 
They had no opinion about it
 
Other
 
 
 
How old are you?
 
12-17 years old
 
18-24 years old
 
25-34 years old
 
35-44 years old
 
45-54 years old
 
55-64 years old
 
65-74 years old
 
75 years or older
 
 
Is there any other information that you would like to convey us which can help us improve customer experience?
   

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