Churn Survey Questions

Churn survey questions should reveal the customer’s stated reason for leaving without forcing the answer into a team hypothesis.

View the churn survey template

Questions about the decision

• What was the main reason you decided to leave?
• Which part of the experience had the biggest impact on that decision?
• What were you hoping the product would do?
• What could have changed the outcome?
• Would you consider coming back in the future?

Questions about context

• How long had you been using the product?
• Which feature or workflow mattered most to you?
• What alternative are you using now?
• Was there a moment when the product stopped feeling useful?

How to adapt

Send after the cancellation is confirmed. Keep the answer choices distinct and include “Other”. Add an optional open field so a person can explain a reason you did not anticipate.

The renewal survey questions help you look for risk before the cancellation happens.

Next step

Choose one reason question and one open field, then group the answers by plan, tenure, and product context.

Generate more churn questions