If you truly want to find out what your organization's customer acquisition and loyalty weaknesses are, then survey the people who you do not acquire. The sooner you can ask them questions, the better—ideally, as they leave or refuse the business. And be sure to ask them about the processes—not about the people—they encountered. You might ask questions like the following: How long were you here? Did you meet a manager? Were you shown optional products? Were you presented with a proposal? Did anyone offer to bring the product to your home/office?
