Question bank
12 questions for customers who stopped buying
A call script for a small business owner who wants to know why customers did not come back
A reusable set of 12 open questions for calling customers who bought once and never came back. It starts from the last real purchase, asks what they did instead, then asks what would have had to be different. It is written for small business owners with no research team, and the questions avoid leading the customer toward an answer. Koji can run the same questions as an AI interview if you cannot call everyone yourself.
Where this appears
What's in this question bank
The last time
- When did you last buy from us, and what was it for?
- Walk me through what happened the last time you needed this.
- Where did you start looking?
What you did instead
- What did you do the next time you needed this?
- What else did you weigh up?
- What made that the easier choice?
Us
- What was the best and the worst part of buying from us?
- Did anything go wrong, even a small thing?
- How did we handle it?
Looking back
- What would have had to be different for you to buy from us again?
- Who else did you tell about it?
- Is there anything I should have asked and didn't?
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/lapsed-customer-call-questions"><img src="https://www.koji.so/visuals/lapsed-customer-call-questions/lapsed-customer-call-questions.png" alt="Question bank of 12 questions to ask a lapsed customer, grouped into the last purchase, what they did instead, your business and looking back." width="1200" height="698" /></a>
<p>Source: <a href="https://www.koji.so/visuals/lapsed-customer-call-questions">12 questions for customers who stopped buying</a>, Koji</p>
