Churn Survey

Churn Surveys are designed to uncover the reasons behind customer cancellations or non-renewals. These insights allow businesses to address pain points, improve customer retention strategies, and reduce churn rates. This survey is particularly effective for subscription-based services, SaaS companies, and membership organizations aiming to sustain long-term customer relationships.

Where it is used

  • • During subscription or membership cancellations.
  • • After a service or product has been discontinued by the customer.
  • • As part of retention strategy analysis for recurring revenue businesses.

Churn Survey

1. What was the primary reason for canceling your subscription or stopping the use of our product/service?

2. How satisfied were you with our product/service before deciding to leave?

3. What could we have done differently with our product/service to keep you as a customer?

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4. How long were you using our product/service before canceling?

5. How would you rate the ease of canceling or stopping your subscription for our product/service?

6. Did you encounter any specific problems with our product/service that influenced your decision to leave?

7. Would you consider returning to our product/service in the future?

8. How likely are you to recommend our product/service to others despite leaving?

9. Were there specific features of our product/service that didn’t meet your expectations?

10. What other products/services are you using now instead of ours?

Frequently Asked Questions

  • What is a Churn Survey?

    A Churn Survey gathers feedback from customers who have canceled a subscription or service to understand their reasons and improve retention.

  • Why is reducing churn important?

    Lower churn rates lead to higher customer lifetime value (CLV) and better revenue stability, especially for subscription businesses.

  • What types of questions are included in a Churn Survey?

    Questions often explore reasons for dissatisfaction, likelihood of returning, and suggestions for improving the service.

  • How can Churn Survey data be used?

    The data helps businesses adapt their offerings, address common concerns, and implement strategies to retain customers.