An Exit Interview is, basically, a survey carried out by a SaaS firm to understand the reason(s) behind a customer churn. It is a questionnaire designed to know exactly why did the customer choose to switch away from the product.
Usually, firms conduct the interview by asking open-ended questions. However, such an approach leads to vague answers and therefore inconclusive results. If you’re unable to glean any valuable insights from those interviews, there’s no point in conducting them.
So what needs to be done is to create a framework, a structure for the whole interview process. It can start from defining the ‘exit criteria. Different customers demand different approaches. Once you determine that, clear and concise communication with the customer should be the way forward. This is also a touchpoint, hence a potential opportunity to create a great impression.
The ‘Exit Interview/Offboarding’ template describes the steps that you need to take to carry out the process smoothly.
It also states the team that would be responsible for the interview and also the time frame that is required.
The interview process is, actually, the last step in the offboarding process. There’s a lot of decisions to made before that. Identifying the interviewer, scheduling the same, etc. that is acceptable to both the interviewer and the customer is a challenge. Hence, you need to ensure that all of these steps are taken care of before you approach the customer for an interview.
Also, sample questions are given in the template. These will give you an idea about the type of questions needed to be asked.
An Exit Interview is, basically, a survey carried out by a SaaS firm to understand the reason(s) behind a customer churn. It is a questionnaire designed to know exactly why did the customer choose to switch away from the product.
Usually, firms conduct the interview by asking open-ended questions. However, such an approach leads to vague answers and therefore inconclusive results. If you’re unable to glean any valuable insights from those interviews, there’s no point in conducting them.
So what needs to be done is to create a framework, a structure for the whole interview process. It can start from defining the ‘exit criteria. Different customers demand different approaches. Once you determine that, clear and concise communication with the customer should be the way forward. This is also a touchpoint, hence a potential opportunity to create a great impression.
The ‘Exit Interview/Offboarding’ template describes the steps that you need to take to carry out the process smoothly.
It also states the team that would be responsible for the interview and also the time frame that is required.
The interview process is, actually, the last step in the offboarding process. There’s a lot of decisions to made before that. Identifying the interviewer, scheduling the same, etc. that is acceptable to both the interviewer and the customer is a challenge. Hence, you need to ensure that all of these steps are taken care of before you approach the customer for an interview.
Also, sample questions are given in the template. These will give you an idea about the type of questions needed to be asked.
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