Survey Templates Customer Satisfaction Surveys Customer Loss Survey + Sample Questionnaire Template

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.

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

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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	Extremely	Very	Moderately	Slightly	Not at all

Quality of products/services	Extremely	Very	Moderately	Slightly	Not at all

Brand value	Extremely	Very	Moderately	Slightly	Not at all

After sales support	Extremely	Very	Moderately	Slightly	Not at all

Behavior of staff	Extremely	Very	Moderately	Slightly	Not at all

Poor understanding of your requirements	Extremely	Very	Moderately	Slightly	Not at all

Pricing	Extremely	Very	Moderately	Slightly	Not at all

Better alternative company	Extremely	Very	Moderately	Slightly	Not at all

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:

	Lowest Highest
	1	2	3	4	5
Better range of products/services	1 Lowest	2	3	4	5 Highest

Better quality	1 Lowest	2	3	4	5 Highest

Higher brand value	1 Lowest	2	3	4	5 Highest

Better customer service	1 Lowest	2	3	4	5 Highest

Better pricing	1 Lowest	2	3	4	5 Highest

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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Why is it important to use a Customer Loss Survey?

1. Competition
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.

2. Prevent customer churn
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.

3. Save time
Use the survey template to quickly access our set of pre-built questions to prevent starting from scratch and wasting time. Simply log in or sign up for a free account and have your survey ready to go in minutes!

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