Lost Customer Survey Questions

It’s never easy to see an account holder go. It is, however, a great time to reach out to them to see why they left. Asking them if they’d recommend your financial institution to others and why they left will help you identify problem areas. You can then take steps to improve those areas, which will hopefully increase your retention rate.

Timing Tip: We recommend sending this survey template one to two days after an account holder has left your financial institution.

1. How likely is it that you would recommend [INSTITUTION NAME] to a friend or colleague?


2. Can you tell us the reason(s) you chose to end your relationship with [INSTITUTION NAME]? Choose all that apply.

Moved Out of Area

Did Not Use Account

Sought Better Interest Rate

Sought Lower Fees

Dissatisfied with Service



We are so sorry that you were not completely satisfied with our service. Your feedback is very important to us and will be reviewed by our leadership. Please consider telling us in your own words where we went wrong.

If they choose OTHER:

Since you selected ‘Other,’ can you tell us what was not an option?