Customer Retention Survey Question Example

Have you been looking for a customer retention or lost customer survey question example from which to pull individual survey question examples?

Before you choose a specific survey question example, you should have an excellent idea what information you are looking for, and should have already taken Steps 1and 2 in the marketing research process.

More companies than ever are doing customer retention or lost customer research. It is a great way to find out why your customers are leaving and where they are going, which can help your company catch developing problems early and make the appropriate changes. Below is a survey question example with several individual survey question examples for you to choose from in creating your customer retention program.

All survey questionnaires should follow a fairly standard format — Introduction of survey topic/reason/incentive, thanks for participating, screen for correct respondent, primary survey questions, demographic questions, thank you and wrap-up.

 The survey question example that follows can help you build a customer retention or lost customer program.

Survey questionnaire examples for customer retention or lost customer program

Our records indicate that you were the primary user of Company ABC’s products/services, and that you have terminated your usage/contract with Company ABC. Is this correct?

Yes
No
Don't Know

 

(If yes on primary user question above)

What is the primary reason for canceling your usage/contract with Company ABC?

Price
Product features
Customer Service
Moved
Other
Don’t Know

What is it about (price, features, etc, from list above) that makes it the primary reason for canceling the account?

List options or record open-ended comments

 

 

Did you purchase (Company ABC’s products/services) from another company?

Yes
No
Don't Know

 

(If yes in purchase another company question above)
From which company did you purchase (Company ABC’s products/services)?
List options or record open-ended comments

 

 

How did you hear about (new company mentioned in previous question)?
Advertisement
Sales representative
Colleague/friend
Other

Is there anything specifically that Company ABC could have done differently to keep your business?

List options or record open-ended comments

 

To discuss a survey question example that fits your needs, please contact Polaris.