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Exit survey

Below is a template that you can customise of a survey that you can use when members leave members. I recommend you use a telephone interview.

Dear ???

“Obviously we are disappointed with the news that you no longer wish to remain a member. But we understand that you had to make a decision and wish you every success. If I we can be of any further help then please let us know.

I do have one favour to ask. We like to learn more about what we could be doing differently. We have a standard set of debriefing questions that we like to ask when a member decides not to renew. Could I schedule a (5 minute?) conversation/meeting with you to go over them? It would be of great help.”

If they agree, you could send them the questions to reflect on before you call back.

Debriefing questions

I would like to ask some general questions first.

1.  What caused you to initially consider not renewing your membership? (You are looking for the catalyst or trigger.)

•    [  ] Change in business focus

•    [  ] Change in role or career and no longer involved in this area

•    [  ] Unable to actively participate

•    [  ] Retiring

•    [  ] Relocation

•    [  ] Active in other associations

•    [  ] Time pressures

•    [  ] Services too general

•    [  ] Other.............

2. What was the deciding factor behind your decision not to renew?

3. What was the decision-making or evaluation process that you went through?

4. Where could we have been better?

5. To finish I would like to ask a couple of questions on these specific concerns that you had. (Develop these questions based on their reply)

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