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To better understand and retain customers
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In an exit survey, we provide insight into the decision criteria of customers who are leaving. We also map out the switching behavior of your customers.
The exit survey is a tool applicable to a wide range of organizations looking for deeper insights into the decision-making process of customers who are leaving. The aim is to gain an understanding of the factors that drive customers’ choices and the various considerations that come into play.
Typically, this research is undertaken with the primary goal of improving retention. It seizes the opportunity for a interview to uncover the underlying motives and needs that influence customer decisions, thereby providing a foundation for strategic improvements.
Our aim is to uncover the reasons behind customer departures and gain a deeper understanding of their switching behavior.
Research shows that customers are often influenced by extrinsic or situational factors. These factors are variables such as pricing, convenience, ethical concerns, competitive pressures, and unpredictability. Our role is to map out these factors, providing you with a view of the dynamics that drive customer decisions and influence their choices.
The exit survey is carried out through in-depth interviews. These interviews are essentially conversations with former customers, during which they reflect upon and share their experiences with your product or service.
This research methodology ensures that every customer has the chance to provide their feedback and insights. This results in a comprehensive understanding of their experiences and the factors that led to their decision to leave. It offers a personalized and in-depth approach to gathering valuable customer perspectives.
We pay great attention to the security of customer and respondent information. That’s why Customeyes is ISO/IEC 27001 certified.
Our clients determine the desired level of anonymity
We enter into a data processing agreement
All data is securely stored and processed
Full transparency in communication about the (research) process