Retention
Win-back Survey Template
Re-engage lapsed customers and learn what would bring them back.
4 questions ~2 min to complete Churn analysis
What this survey is for
Power win-back campaigns for churned or dormant users.
Example questions
- 1
What would make you come back?
Single choice
- 2
Are you currently using a competitor?
Yes / No
- 3
How likely are you to return in the next 3 months?
Rating
- 4
What would win you back?
Open text
- Send the win-back 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.
Return intentIncentive sensitivityReactivation drivers
Frequently asked questions
Related templates
Churn Analysis Survey
Understand why customers are leaving and what could keep them.
Cancellation Feedback Survey
Capture the reason at the exact moment of cancellation.
Renewal Feedback Survey
Understand the decision behind renewing (or not renewing).
Subscription Retention Survey
Keep subscribers engaged and uncover early churn signals.