PaneliaTools

Churn survey questions

A departing customer has nothing left to sell you — which is precisely what makes their testimony reliable. It still has to be collected properly: the cancellation survey must be short (the respondent is already at the door), focused on THE main reason for leaving rather than a list of grievances ticked out of politeness, and curious about the destination: what are they switching to, and what would have kept them?

The generated outline fits in five to ten questions: cancellation confirmation (screening), main reason as single choice — forcing one pick reveals the true hierarchy —, replacement solution, the moment the decision tipped, and two open questions: what would have changed the decision, and a free message. Every exit verbatim is worth ten answers from happy customers.

Describe the goal of your survey

10 to 400 characters. The more precise the goal, the more relevant the questions.134/400

Language and culture of the generated survey — independent from the interface language.

Survey ready. Not keen on waiting for 200 real answers?

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Frequently asked questions

What should I ask a cancelling customer?
The MAIN reason for leaving (single choice, not multiple), the solution they are switching to, the moment the decision was made, and “what would have made you stay?” as an open question. Five well-chosen questions are enough — they are leaving, do not hold them with a form.
Single or multiple choice for the churn reason?
Single choice for the main reason: multiple choice produces lists where everything is ticked and nothing ranks. You can add a secondary multiple choice “did other factors weigh in?” afterwards if needed.
How do I act on churn survey answers?
Rank main reasons by volume and by lost customer value, then read every “what would have made you stay” verbatim: recoverable causes (price, feature, bug) feed your anti-churn plan directly. Test counter-offers on a simulated panel before rolling them out.

Other survey types