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 Pricing

Reasoncategories + open

Anonymousfor HR

14 daysfree trial

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

Create survey

Use churn template. Add reason list and optional NPS.

Start free

Send after churn

Trigger via API or send email when cancellation is detected.

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.