Client Exit Survey
When a client leaves, for whatever reason, conduct a client exit meeting. Follow-up with a thank you note and ask them to complete a Client Exit Survey. A client exit interview is an important tool to get information that can identify opportunities to improve your services and grow your business.
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Tip: Ask open-ended questions when possible to get the most complete information. If using a checkbox format survey, try and provide a scale of responses instead of a yes/no response.
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Did we meet your goals?
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Is our staff knowledgeable?
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How could we have improved our communications with you?
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How was our onboarding when you became a client?
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How was our close-out process when you left us as a client?
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What do you wish we had done differently?
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What do you dislike about our services?
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Are you likely to recommend our agency to a colleague or contact?
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A Client Exit Survey is likely too late to salvage a client relationship. Implement ongoing Client Satisfaction Surveys as part of your CRM system.
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