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Use case: Churn survey

Churn Survey — Understand Why Customers Leave

When a customer cancels or churns, send a short survey: reason for leaving, what could have kept them, NPS. Use feedback to reduce churn.

Launch churn survey See pricing
Reasoncategories + open
Anonymousfor HR
14 daysfree trial
SurveyNinja · Churn survey
Why are you leaving?
Choose all that apply
✓ The price is too high
I found an alternative
Missing key features
Submit and cancel subscription
8.2% -> 5.1%
churn reduced
34%
customers retained
2.1x
survey ROI
!
Retention alert created
A save offer was sent to the account manager
Save flow

Where churn surveys help

Cancellation flow

Survey in the cancel or downgrade flow to capture reason.

Email after churn

Send a follow-up email with a short survey a few days after churn.

Churn reports

Aggregate reasons and trends to prioritize product and support.

Subscription cancellation

Link in email or in-app screen when they click "Cancel" — "Why are you leaving?" and option to leave contact for retention.

Employee offboarding

Anonymous HR survey on last day — reasons, manager rating, what could have helped. Improve retention.

Lost deal

After losing a lead or contract — "Why didn't it work?" with reason list and open field for recovery.

How churn surveys work in SurveyNinja

Template

Ready churn survey with reason and NPS. Customize in minutes.

Trigger

Send via webhook or API when user churns. Or email manually.

Reports

Dashboard with reasons and trends. Export to CSV.

Alerts

Get notified on each response. Follow up before it's too late.

Reason summary

Dashboard with shares by category (price, features, support) and trends over time.

Export and CRM

Webhook, Zapier or Google Sheets — send data to your CRM or BI for follow-up.

How it works

1

Create survey

Use churn template. Add reason list and optional NPS.

Start free
2

Send after churn

Trigger via API or send email when cancellation is detected.

3

View results

Dashboard with reasons and trends. Act on feedback.

Frequently asked questions

When should I send a churn survey?

Right when they cancel or within a few days. Capture the reason while it's fresh.

What questions to ask?

Main reason for leaving, what could have kept them, NPS. Keep it short (3–5 questions).

Can I automate the send?

Yes. Use webhooks to trigger when a user churns in your system.

Can I offer to leave contact for win-back?

Yes. Add an optional field "Leave your contact if we can help" and use branching so only interested users see it.

How do I segment churn reasons?

Use hidden fields (product, plan, cohort). Dashboard filters show reasons by segment.

Can churn survey be anonymous?

Yes. Enable anonymous for HR exit surveys so employees feel safe to share honest reasons.

Other use cases

Customer feedback

Collect feedback after purchase, support or product use. Alerts on low scores

CSAT surveys

Measure customer satisfaction 1–5 after each touchpoint. Track trends

Concept testing

Test ideas before launch: logos, names, packaging. A/B with randomization

Employee engagement

Pulse surveys, eNPS, 360. Anonymous, with analytics by department

NPS tracking

Track customer loyalty over time. Auto NPS, segments, alerts for detractors

Market research

Demand analysis, segmentation, pricing research. Data for strategy

Event feedback

QR or link after conference, webinar or training. Rate content and speaker

UX testing

SUS questionnaire, prototype testing, design A/B. No lab needed

Academic research

Survey for thesis or paper. Free, anonymous, export to Excel

Service quality

Ratings after store, office or branch visit. Auto send via QR or link

User onboarding

Short surveys during onboarding. Personalization and lower churn

Post-purchase survey

Send 1–3 days after order. Product and delivery rating. Alert on low score

Product feedback

Feature ratings, priorities, ideas. Embed in product, segment by user_id

Exit survey

Survey when customer or employee leaves. Churn reason, anonymous for HR

Lead qualification

Quiz for lead gen: budget, role, timeline. Branching, pass to CRM, UTM

Training feedback

Rate workshops and webinars: trainer, materials, value. QR at end, anonymous

Launch a churn survey in minutes

Free trial. Ready template.

Start free

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