--- title: "Exit Interview / Exit Survey — Definition | SpaceForms" description: "An exit interview collects feedback from customers or employees at the moment of departure to understand why they're leaving and to identify systemic issues." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "SpaceForms", "alternateName": "Spaceforms", "url": "https://spaceforms.io", "logo": "https://spaceforms.io/favicon.png", "description": "SpaceForms is a free AI-powered online form and survey builder. 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Exit surveys are the most under-invested high-ROI survey in most organizations. Customer exit surveys (sent at cancellation or non-renewal) typically achieve 25-40% response rates — far higher than active-customer surveys — because departing customers want to be heard. They surface root-cause churn drivers that NPS cannot: pricing changes, competitor wins, internal champion turnover, product-fit issues. Employee exit interviews face a different problem: social-desirability bias suppresses honest answers, so the best designs include both a structured anonymous survey and a confidential third-party debrief 60-90 days post-departure. To get honest answers from departing employees, pair a confidential debrief with a structured [anonymous survey](/articles/free-survey-maker) at the point of exit. ## Example A SaaS exit-survey program: 6 questions sent at cancellation, 32% response rate, top three reasons (52% of responses): 'Found a cheaper alternative' (21%), 'Switched to in-house solution' (18%), 'Pricing changed' (13%). Insight drove a tiered pricing redesign 6 months later. ### Run a Exit Interview / Exit Survey survey free SpaceForms includes pre-built templates with validated wording. Unlimited responses on the free tier — no credit card. [Start free](/free-survey-builder) ## Related terms [ ### Churn Rate Churn rate is the percentage of customers (or revenue) lost during a given period, typically reported monthly or annually. ](/glossary/churn-rate)[ ### Voice of Customer (VoC) Voice of Customer (VoC) is a systematic program for collecting, analyzing, and acting on customer feedback across every touchpoint and channel. ](/glossary/voice-of-customer)[ ### Nonresponse Bias Nonresponse bias occurs when the people who do not respond to a survey differ systematically from those who do, on the variable being measured. ](/glossary/nonresponse-bias)[ ### Social Desirability Bias Social desirability bias is the tendency of respondents to answer in ways they believe will be viewed favorably by others. ](/glossary/social-desirability-bias)[ ### Detractors (NPS) In NPS, detractors are respondents who score 0-6 on the 'likely to recommend' question — unhappy customers at high churn risk. ](/glossary/detractors)[ ### Promoters (NPS) In NPS, promoters are respondents who score 9 or 10 on the 'likely to recommend' question — your strongest advocates. ](/glossary/promoters) **SpaceForms** is **The only mainstream survey builder offering unlimited responses on a true free-forever tier.** - Unlimited responses (free) - AI survey in 30s - 36.1% mobile completion - Voice + chat modes SpaceForms Free online form & survey builder. 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