CSS conducts telephone and web-based surveys with our clients’ former customers.  These surveys are conducted in the form of an Exit Interview, asking former customers for their reason for leaving the client and their likelihood to consider leaving their current competitive relationship within the next 12 months.

The surveys look to identify the core exit reasons, decision-making considerations, and any actions which could have been undertaken to improve retention likelihood.  CSS provides a detailed analysis of the completed Exit Interviews which includes:

• Stratifications of data showing ratings based on demographics and other valuable information such as geographic location, sales volume, industry type, length of time as a customer, etc.

• A profile of the characteristics of customer accounts that left your business including exit reasons, demographic considerations, etc.

• Recommendations for improvements in internal performance to address issues that led to customer loss.

• A person-by-person listing of former customers interested in possibly developing a relationship again with your business, thereby identifying specific leads to increase sales revenue.

We’ve conducted Exit Interviewing research for several clients.  CSS conducts these surveys primarily over the phone, and our response rates are typically over 40%.

Benefits

This cost-effective research helps to improve retention rates and generate new sales leads (equal to over 50% of completed surveys for some clients).

Our Exit Interviewing results help you project upcoming retention/loss rates, create strategies for improving retention, and generate sales leads.  This helps with sales/service planning, internal operations improvement planning, and lead generation.

To receive a White Paper on Exit Interviewing, please CLICK HERE.

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