Not every visitor becomes a customer. But understanding why can make all the difference.

Exit interviews help you gather valuable feedback directly from people who leave your store or service location – whether they made a purchase or not. By hearing their thoughts right after the visit, you get honest, actionable insights into what works and what can be improved.

This information helps you make smarter decisions and improve the customer experience, step by step.

Why exit interviews matter

Traditional customer surveys often focus on those who already buy from you.
 But what about everyone else?

Imagine 100 people visiting a unit – 30 buy, 70 leave without purchasing. To understand your full customer journey, you need to know both groups.

Exit interviews uncover why people leave without buying and what would have made them stay longer or make a purchase. The insights often prove invaluable for increasing conversion and building stronger customer relationships.

What you can learn

Exit interviews reveal key insights such as:

  • Why visitors decide to buy — or not
  • What they were looking for but didn’t find
  • Why they visited your store today
  • What they noticed in-store (campaigns, signage, promotions, staff)
  • How they experienced service and sales approach
  • What role the salesperson played in their decision

How it works

We tailor every project to your goals. Before the interviews, we define the purpose, target group and best approach. Our team of interviewers conducts short, structured conversations — usually right outside your location, or digitally via phone or email if preferred.

Dive handles the full process:

  • Planning and setup
  • Interview execution
  • Data analysis and reporting

You receive a clear summary with concrete insights and improvement recommendations.

When to use exit interviews

Exit interviews are valuable when you want to:

  • Increase conversion and sales in-store
  • Understand customer barriers and motivations
  • Evaluate service quality and staff interaction
  • Track campaign impact or store changes
  • Compare results across locations or time

Whether you need a one-time project or a recurring setup, we’ll adapt it to your needs.

Let’s talk

Want to understand what your non-buying visitors can teach you?
 Get in touch — we’ll help you turn insights into better experiences and stronger results.