Testing Goal
Device
Customer Churn Survey Template
Questions included in the Post-purchase Experience Survey Template
- MULTIPLE CHOICE
What made you cancel your subscription?
- A. Found a better product/service
- B. Price became too high
- C. Product didn’t meet my needs
- D. Poor customer service
- E. I no longer need the product/service
- F. Too complicated or hard to use
- G. Other
- Open Question What was the most frustrating part of your experience with us?
- Yes/No
Would you consider coming back to our product/service if things improved?
- 1. Yes
- 2. No
- Open Question What could we have done differently to keep you as a customer?
Want to Dive Deeper? Discover how to get the most out of your results!
When to use this Customer Churn Feedback Template
Understand why users are leaving your product or service
Get insights immediately after a customer unsubscribes or cancels.
Identify issues in the customer journey impacting retention
Collect regular feedback to prevent churn and improve customer loyalty
How to use this Customer Churn Survey Template
-
Get started quickly
- Click on the ‘Use this template’ button to open it right in the editor
- You can also find it anytime in the survey templates section on the platform
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Customize your survey
- Edit questions to focus on customer dissatisfaction, churn reasons, and experiences
- Personalize the welcome screen to make customers feel heard and valued
- Adjust the flow to match your brand and make the survey seamless
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Review & get ready to launch
- Take a quick look at your survey to make sure everything looks perfect
- Test it out to make sure the experience is smooth for your visitors
- Double-check the questions and flow before going live
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Pick your audience
- Share the survey with customers who recently canceled or showed signs of disengagement
- Target customers who’ve interacted but stopped using the service
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Launch & share
- Distribute the survey link via email, social media, or any channel where your audience is most active
- Set reminders to encourage responses and improve engagement
- Track progress with notifications and stay up-to-date with your survey’s performance
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Analyze your results
- Look at responses for patterns or insights into why customers churned
- Identify areas like product satisfaction, service issues, or unmet expectations
- Use this feedback to make changes that improve retention and reduce churn
Ready to Understand Why Customers Leave?
Use our Customer Churn Survey Template to discover why customers are churning, what factors affect their decisions, and identify opportunities to improve retention
Frequently asked questions
Why should I use a customer churn survey?
A customer churn survey helps identify why customers are leaving, providing valuable insights into pain points, service gaps, or dissatisfaction. With this information, you can improve retention strategies and reduce churn rates.
What kind of questions should I ask in the churn survey?
Focus on understanding why customers are leaving by asking about product satisfaction, customer service experience, and features they felt were missing. Use open-ended questions to capture detailed feedback on their decision.
How do I analyze the results from the churn survey?
Look for recurring themes or common reasons for churn, such as product issues, price concerns, or service shortcomings. Use these insights to prioritize changes that address the most critical problems.
When is the best time to send out a customer churn survey?
After a customer unsubscribes, cancels a service, or expresses dissatisfaction is the best time. This ensures you’re collecting feedback while their experience is fresh, leading to more accurate and valuable insights.
How many customers can I survey with the free plan?
With UXArmy’s free plan, you can send the survey to as many users as you like! You’ll just be able to collect responses from two users for free—perfect for small-scale tests or quick insights. Want more? You can always upgrade for unlimited responses!
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