Best Churn Survey Questions
A churn survey captures why customers leave at the moment of cancellation. These questions reveal the true reason, size win-back potential, and avoid adding friction to the cancel flow.
The questions to ask
- 1
What is the primary reason you are cancelling?
Single choice — make this the only required question.
- 2
Would you consider returning if we addressed your concern?
Yes/No to quantify win-back potential.
- 3
Which best describes your decision?
Cancelling, switching, or pausing.
- 4
What could we have done differently to keep you?
Open text for AI theming.
- Run the survey inside the cancellation flow.
- Require only the primary reason to minimize friction.
- Offer a relevant save action based on the answer.
- Theme open-text reasons with AI to prioritize fixes.
Frequently asked questions
Related guides and templates
Understand why customers are leaving and what could keep them.
A churn survey for subscription businesses. Capture cancellation reasons, measure win-back potential, and theme feedback with AI. Free template included.
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