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Description of the method
Churn Surveys explore why a customer has canceled a subscription or stopped using a product. They gather valuable real-time feedback on the reasons why people are choosing not to continue using a product or service. Continually running a Churn Survey enables patterns and trends to be identified around what is causing people to leave. People completing Churn Surveys have already decided to leave, so ensure they’re short to maximize uptake.
What Great Questions can you answer?
Why are customers leaving?
What could we be doing better?
Where should we improve our product or service?
Strengths of the method
Easy to track over time
Short survey
Alerts teams to problems
Disadvantages of the method
Might not be enough data
Hard to get responses
Could get skewed feedback
