Tools & Resources Collecting and Using Exit Survey Data

Collecting and Using Exit Survey Data

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This tool discusses how financial institutions (FIs) can design exit survey tools, collect exit data, and use them for designing and improving products and services. It explains a five-step process for developing, introducing, and using an exit survey. FIs with existing exit surveys can use the tool to rethink and strengthen their current tool. Those without an existing tool can use it to understand their options and design a tool. 

Section 1 introduces the importance of using an exit survey tool for designing and improving products and services. Section 2 explains a five-step process for developing, introducing, and using an exit survey. These steps help ensure that the exit survey generates useful data and that management uses the information for decision making. Annexes 2 and 3 present sample exit interview methodologies and questions.  If your organization has a sample exit interview you’d like to share with the Smart Campaign, please feel free to email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

This tool responds to Client Protection Principle 1 — Appropriate Product Design and Delivery (see Box 1). The Smart Campaign defines successful implementation of this Principle as “designing products and delivery channels (i) in such a way that they do not cause clients harm and (ii) taking into account client characteristics.” The Smart Campaign’s Client Protection Certification Standards expand on the above definition. Specifically, this tool addresses two of the standards for Client Protection Principle 1:

  • The FI investigates reasons for client drop out.
  • The FI uses client feedback to inform product development and improve existing products.

Download the Tool (English) »

 

Collecting Using Exit Data 2014