Use our simple customer survey template to gain valuable client insight on their attitude to using your services.
Ideally send this out at least annually. This will give you a better chance of reacting quickly to individual grievances before they turn into lost business.
In addition, use the surveys to highlight any customer-wide concerns. By doing this you should be able to stop minor issues snowballing into something problematic.
Understand why customers leave a business
Seek to understand why customers leave a business. Is it primarily customer service? This was certainly the case back in 2005.
This study by RightNow Technologies shows that 73% of customers leave because of poor customer service.
More recently in 2022, Forbes did some research* asking more than 1,000 American consumers “How likely would you be to switch companies or leave a brand after experiencing any of the following bad customer service experiences?”
They were asked to rate several reasons using a scale that ranged from “not likely” to “very likely.”
Here are the top five reasons:
- Rudeness or apathy from a company or brand employee (75%)
- Inconsistent information (72%)
- Inability to connect with someone from customer support (71%)
- A bad customer service experience (68%)
- An inconsistent experience (59%)
* Forbes research on the top five reasons that customers don't come back