Retention
Churn Analysis Survey Template
Understand why customers are leaving and what could keep them.
5 questions ~3 min to complete Churn analysis
What this survey is for
Diagnose churn drivers and build win-back strategies.
Example questions
- 1
What is the primary reason you are leaving?
Single choice
- 2
Which best describes your decision?
Single choice
- 3
Would you consider returning if we addressed your concerns?
Yes / No
- 4
How likely are you to recommend us despite leaving?
NPS
- 5
What could we have done differently to keep you?
Open text
- Send the churn analysis survey at the moment it's most relevant to the respondent.
- Keep it short — every extra question lowers completion.
- Always include at least one open-text question so AI can surface themes.
- Segment responses by audience and touchpoint to find what to fix first.
- Close the loop with respondents when you act on their feedback.
Recommended for these industries
Churn reason breakdownWin-back potentialCompetitor switch rate
Frequently asked questions
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