Purpose:

The Churn and Exit Survey is designed to understand why customers choose to stop using your product or service. It helps businesses identify key issues that lead to customer dissatisfaction, such as unmet expectations, service failures, or better offers from competitors. By evaluating the reasons for churn, companies can take proactive steps to improve customer retention, refine touchpoints, and reduce future customer loss.

Approximate Duration:

3-4 minutes.

When/How the Survey is Used:

This survey is typically used when customers cancel a subscription, stop using a service, or switch to a competitor. It provides valuable feedback to help businesses adjust their strategies and prevent future churn.

Benefits:

• Identify the main reasons for churn: allowing you to address issues that impact customer retention.
• Improve key touchpoints: by understanding where the customer journey broke down.
• Enhance product and service offerings: to better align with customer expectations and reduce future churn.

Why It’s Useful:

Provides direct feedback on reasons for churn and areas for retention improvement.

Example Questions

• "What was the primary reason for canceling your subscription/service?"
• "What could we have done to keep you as a customer?"
• "Did you find a competitor that better meets your needs?"