What to ask in an exit interview (and who should ask it)
In high-turnover businesses, exit interviews are rare. People hand in their notice, work a last shift and go. If there is a conversation, it is with the manager they are leaving, and it is polite.
That is a waste. Leavers know things you need to know, and they have little reason left to hide them.
The questions we use
- What prompted your decision to leave?
- What could have encouraged you to stay?
- How did your schedule work for you?
- What changes to the schedule would have helped?
- How would you describe the leadership team?
- How well did managers communicate?
- How well informed were you about goals and chances of promotion?
- How was your training?
- How did managers set targets and recognise effort?
- How was the workload?
- Is there anything else you would like us to know?
Nothing exotic. The value is in asking all of them, of everyone, and following up.
Follow the first answer
The first answer to question one is almost always "I found another job". That is an event, not a reason. The useful question is the next one: what does the new job offer that this one did not? That is where you hear about rotas published on a Sunday night, or hours that were promised and never appeared.
Who should ask
Not the line manager. People will not criticise a manager to their face, especially when they want a reference. An AI on the phone is neutral, has no feelings to hurt, and asks the same questions of everyone. The call takes three to five minutes and the leaver takes it when it suits them.
Read them together
One exit interview is an anecdote. Forty are a pattern. When the same reason comes up again and again in one store, you have found something you can fix.