The Exit Survey is a method that helps you to find out why your users no longer visit your library or why your employees leave. In addition, it helps you to improve your services both internally and externally, i.e. towards your users.
You will needpaper and pen, software for creating polls
Timefrom 30 minutes to an hour
Difficulty1 – face-to-face poll would be more difficult, of course
- you need to find out why your employees hand in notices
- you need to find out the reasons your users have not prolonged their membership card or why they quit paying for your service
Do not use when...
- you want a more extensive collection of feedback
- Create a survey with questions, which you hand in to the user to fill out. Or meet them in person.
- The questions should go to the heart of the matter. You should ask questions such as: “What was your reason not to reregister in our library?”
- If you have hypotheses on what might the most frequent reasons be, you may include them as options in the survey. However, you should always include option for users’ own reasons.
- In case of a face-to-face interview, avoid emotions evoked by the criticism of your service.
- Carefully evaluate the answers and consult them with your colleagues.
- Formulate the problems into a design challenge and start tackling them by other methods.
Keep in mind that...
- negative feedback might be a good stimulus for the improvement of your services
- exit interview is only the beginning of the whole process
- it is good to stay in touch with the respondents as they might come in handy when developing the prototypes of a new service or when improving the existing one
Find out more
- well-written Wikipedia entry
- blog post How We Grew Our Customer Exit Survey Responses by 785% will advise you on how to improve the response rate in exit surveys
- Google Forms are great for this purpose