Top 3 No-Cost Tools for Crafting Customer Exit Surveys

Now that we've explored the various questions you could include, let's discuss some zero-cost tools to construct your customer exit survey. Below are three widely-used options.

1. SurveyMonkey: The complimentary plan from SurveyMonkey lets you design unlimited surveys, collect up to 40 responses, and include up to 10 questions per survey. It supports a variety of question types such as multiple-choice, dropdown lists, and text-based answers. Sign Up Here
   

2. Typeform: Typeform's free package offers unlimited surveys, allowing 10 questions per form and up to 10 responses monthly. Its interactive, slide-show style surveys can be customized to the respondent's journey using logic flows. Sign Up Here
   

3. Google Forms: Google Forms imposes no limits on questions or responses, although respondents need a Gmail account to participate. It offers diverse form fields such as dropdowns and short answers. Get Started Here
   

Strategies for Boosting Participation in Customer Exit Surveys

Creating a survey doesn't guarantee participation. To encourage departing customers to share their insights, you'll need to make the process simple and worthwhile.

1. Clarity and No Obligations: Be upfront about why you’re requesting their input. Many customers may hesitate because they fear sales pitches or long follow-ups. Clearly state that the primary aim is improvement, not upselling. Sharing past actions taken based on customer feedback can also help.
   

2. Incentivize Participation: Customers' time is valuable; consider offering a small incentive as a thank-you gesture. For example, G2 donates $10 to charity when you write a review.
   

3. Phone Discussions for Key Accounts: For larger, significant accounts, consider a short phone call instead of an email. Phone conversations allow for more targeted questioning, making the interaction beneficial for both parties. The focus should be on understanding their reasons for leaving, not convincing them to stay.
   

4. Email vs. Survey Link A/B Testing: Test the effectiveness of a straightforward email against a survey link. A simple email might fetch better responses for various reasons, including reduced clicks and increased personalization.
   

5. Experiment with Survey Length: Tinker with the number of questions to see what yields the best engagement. Sometimes, a shorter survey can offer valuable insights without overwhelming the respondent.
   

6. Watch Your Wording: The phrasing of your questions can significantly impact the responses. Choose your words carefully to avoid coming off as defensive or confrontational.
   

7. Optimize Send Times: Strategically time your survey delivery to capture attention when your brand is still fresh in the customers' minds. Incorporate the survey into existing conversations for better continuity.

Making the Most of Your Findings

The true worth of your customer exit survey lies in actionable insights.

1. Compile and Analyze Responses: Gather your data and identify patterns. Consider how churn varies depending on factors like seasonality, customer type, and other variables.
   

2. Communicate with the Team: Ensure that the insights gained are shared company-wide, allowing for coordinated efforts in addressing identified issues.
   

3. Maintain Contact with Churned Customers: An exit doesn't necessarily sever the relationship. Keep channels open for future engagement but do so judiciously to avoid unwanted communications.
   

4. Schedule Regular Check-Ins: Consistent communication can often preempt churn. Studies show that 11% of churn could be averted by timely communication.