Improve customer retention and customer service with exit surveys

It is always exciting to listen to a customer tell you how pleased they are with your services. However, it is often more constructive to get some feedback from the customers that you do not hear anything from (and usually, the ones you lose...).

Some customers who are not satisfied with your services, but did not necessarily have a problem, will not tell you or repeat their business with you. A lot of the times if you knew what your customer was disappointed or unsatisfied with, you would more than likely be able to offer some kind of agreeable alternative - whereas you are not as likely to save the (potential) client relationship if you are unaware.

Since learning how your customers feel about your services is key to improving your customer service and customer retention, you need to know what those customers (and everyone else) are thinking. How do you do that?

You can create an exit survey. Think of a few good questions that you would like each of your clients to answer. What feedback do you think would be constructive in improving your overall service? Are you concerned with your pricing or a new replacement for a popular discontinued item? Whatever answers you feel will help your business grow, ask!

Try to keep the survey short and sweet - around 3 to 6 questions would be ideal. Depending on the type of business you do and the way you interact with your customers, you can have the survey completed in a number of ways:

• have customers complete the survey at your place of business
• have customers complete the survey on your website
• mail the survey to the client with or as a follow-up
• call the client and ask in person with or as a follow-up

There are many ways to touch basis with your clients and iAdministrative can help you with as much or as little of the process as you need. We can design all of the marketing material and we can even automate the process for you by calling your client or mailing a card.

iAdministrative offers many administrative solutions and resources to small businesses. If you have a project or tasks that you need assistance with, contact us today! We can arrange custom service packages for as few or as many hours as you need!