This six-question survey opens by asking departing customers to name their primary reason for leaving, choosing from options like 'Pricing concerns', 'Found a better alternative', or 'Other', followed immediately by an open-ended question so they can elaborate or clarify. A satisfaction rating then captures their overall sentiment before they left, and a multi-select question pinpoints specific touchpoints — from 'Reliability/performance' to 'Lack of new updates/innovations' — that shaped their decision. The final two questions invite a suggestion for what could have been done differently and a likelihood-to-recommend score, giving owners both qualitative direction and a net-promoter-style signal. After submitting, respondents see a thank-you screen acknowledging their honesty and confirming their feedback will be used to improve the service.
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The "Which of the following aspects influenced your decision to leave? (Select all that apply)" question directly surfaces which product dimensions — features, performance, or missing updates — are driving cancellations, giving product managers a prioritised fix list.
The "Overall, how satisfied were you with your experience before deciding to leave?" question and the likelihood-to-recommend question together flag which churned accounts might be recoverable versus permanently lost, helping the team decide where to focus win-back efforts.
The "What could we have done differently to encourage you to stay?" question captures open-ended suggestions from departing subscribers, giving merchandising and operations teams specific, unfiltered ideas straight from the customers who left.
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