Real estate is about connections and networking. Understanding your clients is also another key to success. Real estate exit surveys offer a powerful way to gain valuable customer insights and stay ahead.
By tapping into the target customer’s preferences, you can make informed decisions and drive your real estate venture to new heights. It is also right to say that customer exit surveys help improve customer experiences and retention.
How do you utilize the customer exit survey? Will it be helpful to retain your customers? Let’s find answers to these questions in the blog post below.
What is a customer exit survey?
A questionnaire is given to a customer before the exit event. You can ask them to complete it online, via phone, or email. You can learn more about their preferences and choices through the survey and why clients cancel subscriptions.
Following a cancellation, you can collect contextual feedback and gauge customer satisfaction. Exit survey is a primary aspect of customer retention in real estate.
However, framing the right questions and encouraging customers to share action-based feedback makes all the difference. If you are planning an exit survey, you must know about some best practices.
Best Practices for Conducting Exit Surveys
It is vital to ask open-ended questions because it can provide deeper insights into why a customer leaves. No one will love a survey that never ends. Keep your surveys focused and short.
Timing is significant, so send the survey immediately after a customer decides to leave. Allow for a cooling period if it is a heated departure. Assure your customers that their feedback will remain anonymous – this will increase the chances of receiving honest responses from the customer.
Additionally, you can combine multiple-choice and open-ended questions in your survey and customize the survey if possible. After the survey, analyze the feedback to identify actionable insights and trends.
Importance of Customer Exit Surveys
If you think, why should you interview a customer who is not interested in your services – think again. A customer can go, but not without providing valuable feedback for your company.
Through the survey, you will know about your target audience. Moreover, it will let you know if your product marketing matches the reality. The main idea is – how your competitors stand with you in the race. The insights you get from the survey will improve your services, and you can create an actionable marketing plan in the future.
A customer exit survey can enhance user experience and increase customer retention. It is also a good chance to leave an impression on departing customers. Further, let’s look at some significant exit survey questions.
Exit Survey Questions:
What did you like about our services?
Exit surveys should have a neutral question bank. Didn’t get the deal? While you can retain essence, you must not focus only on the negatives. It is essential to ask a customer about the likes first.
Ask them about what motivated them to try your services. Also, this will remind the customers about what they like about your service. Of course, the customer was intrigued by your services first, and you can take the back route, as this will help you know about the components in your services that you can scale over time, adding to priority.
What you don’t like about our services?
Ok, this is perhaps the most significant question in your questionnaire. In most cases, customers list down the services that they didn’t like. Also, this question is similar to what made them cancel your subscription or services.
With this, a customer will give you a reason for frustration or if there were issues with operations. Likewise, the most common could be a customer service agent who was not helpful, so they are discontinuing the service. With information on these issues, you can get clarity on the data that can fuel your prospects.
What suggestions do you have for improving our services?
Suggestions are for free, and people love to give free suggestions. If you ask – this question, they’ll love to provide you with feedback. They will suggest what you can do better and the areas to improve.
Also, this question can uncover a few features for you or prompt positive adjustments you can use to improve your experience. You might have spent money on marketing to attract a customer, right? By asking this question, you can earn something valuable in return. However, do take this as positive feedback because that is the whole purpose of your survey.
Would you reconsider our services in the future?
Sometimes, cancellation could be because of the wrong time, wrong choice, or any other reason. A customer might not be in the right frame to continue – with your services. By asking these questions, you reassure your customer about their choices.
Also, if a customer replies positively, you can hold onto the details and inform them about your services. Usually, a customer won’t mind getting information via a message or an email. Plus, you can contact them directly when they need your services later.
Gaining actionable insights
Once you gain actionable insights, you can concentrate on future strategies. A broad approach to categorizing different customers will help. For instance, you can categorize your customers based on target, need, and expectations.
Most customers thought they needed your product, but they left, so this can set your target. Likewise, if a customer rejects your services based on needs, you can up your game. The third group could be customers who left your product as it did not meet their expectations.
Client retention is dominant
Customer exit surveys let you understand customer churn and provide insights into why a customer leaves. Also, by addressing different issues highlighted in exit surveys, real estate companies can make improvements to enhance customer retention.
Exit surveys provide a feedback loop essential for continuous improvements and a competitive edge. Lastly, analyzing insights from the survey focuses on common customer dissatisfaction issues.