To answer this question, go directly to the source-your customers. Conduct a "Lost Customer Review." This is a proactive move on your part to pursue customers who have left and to find out why. This review may take the form of a mail survey, a phone survey, or even a focus group. Analysis of the reasons you discover during this review can be used to pinpoint problems and initiate positive change.

Browse through our articles and products listed below and print this page for planning purposes.

Planning a Customer Survey Program Product Code: 10158
The Customer Survey Plan Product Code: 10159
Principles of Writing a Customer Survey Product Code: 10160
Sample of a Customer Telephone Survey (Transportation) Product Code: 10161
Sample of a Customer Telephone Survey (Utility) Product Code: 10162
Sample of a Customer Mail Survey Product Code: 10163
A Sample Customer Survey Report Product Code: 10164
Complaint Management and Service Recovery Process Checklist Product Code: 10014
Quality Monitoring - The Form Product Code: 10012
Quality Monitoring - The Nuance List Product Code: 10009
Implementing a Quality Monitoring Process - The Checklist Product Code: 10004
Quality Monitoring Suite Product Code: 10070