Exit Interview Protocol (Knowledge-Capturing Design)

A structured protocol for conducting exit interviews that extract genuine, useful feedback rather than polite nothings. Pre-interview: Assign someone other than the direct manager to conduct it. Assure confidentiality in writing. Wait until after the resignation is final but before the last week. The five core questions: (1) 'What prompted you to start looking?' — identifies the trigger event. (2) 'What would have changed your decision to leave?' — reveals fixable problems. (3) 'What does your new role offer that this one didn't?' — identifies competitive gaps. (4) 'If you could change one thing about how this team/company operates, what would it be?' — captures systemic issues. (5) 'What should we make sure the next person in your role knows?' — captures institutional knowledge. Follow-up probe: 'Is there anything else you've wanted to say but never had the forum?' Close by thanking them genuinely and explaining how the feedback will be used.

When to use it

Every voluntary departure. Particularly important during periods of elevated turnover, organizational change, or when you suspect a cultural problem. Can also be adapted for project 'exits' — post-project debriefs with departing team members.

How it can help

Departing employees hold the most honest feedback in the organization — they have nothing to lose. This protocol maximizes the information extracted during the narrow window when candor peaks. Most exit interviews waste this opportunity with generic satisfaction questions. The 'trigger event' question alone often reveals systemic problems that no current employee would surface. Aggregate data from exit interviews is among the highest-value feedback a company can collect.