Churn & Cancellation Survey
Learn the real reason customers cancel – and what would have kept them.
5 questions · 1 page · about 2 minutes to answer · fully editable after you start
The cancellation moment is the only time a churning customer will tell you the truth for free. This survey asks the reason for leaving with the honest option set – price, missing features, switched provider, no longer needed – then the one question most teams forget: what would have changed your mind?
Keep it to these five questions; a leaving customer owes you nothing. The ranking question on what mattered most turns a pile of anecdotes into a prioritised fix list for your retention roadmap.
Template preview
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Page 1
Before you go
We are sorry to see you go. This survey asks why you are cancelling, so we can understand what we could have done better. It takes about 2 minutes.
Q1.What is the main reason you are cancelling?*
- Too expensive
- Missing features I need
- Switched to another provider
- Too difficult to use
- No longer need it
- Other…
Q2.What could we have done to keep you?
Q3.Rank what matters most when you choose a product like ours.
- 1Price
- 2Features
- 3Ease of use
- 4Support quality
Q4.How likely are you to consider us again in the future?
Q5.May we contact you about your feedback?
- Yes
- No
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