Customer Churn Risk & Retention Drivers Survey

Welcome, and thank you for taking part in this brief survey. Your responses will help us understand your experience and improve our product. This survey takes approximately 11 minutes. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. Please answer based on your experience over the last 90 days unless a question specifies otherwise.

In the past 30 days, how often have you used our product?

• Daily
• Several times a week
• Weekly
• 2–3 times a month
• About once a month
• Less than monthly
• Not in the last 30 days

To what extent does our product meet your current needs?

How likely are you to continue using our product over the next 90 days?

Please rank up to three actions that would most increase your likelihood to continue using our product.

1. Lower price or more flexible pricing
2. Add specific feature(s) you need
3. Improve reliability or performance
4. Provide better onboarding or training
5. Faster, higher-quality support
6. Easier integrations with other tools
7. More flexible contract terms

If you contacted our support team in the last 90 days, how would you rate that experience?

Based on your responses in this survey, please share any additional thoughts or suggestions about your experience with our product.

What is your primary role in relation to our product?

• Day-to-day user
• Admin/Owner
• Decision maker
• Executive sponsor
• Consultant/Partner
• Other

Thank you for completing this survey! Your feedback is valuable and will directly inform how we improve our product. If you have any questions, please contact our team at [support email].

Compared with three months ago, how has your usage changed?

• Increased a lot
• Increased a little
• No change
• Decreased a little
• Decreased a lot
• Stopped using entirely

How easy or difficult is it to accomplish your goals using our product?

How likely are you to recommend our product to a colleague or peer?

Which of the following best describes the monthly price that would feel fair for the value you currently receive?

• Less than $10
• $10 – $24
• $25 – $49
• $50 – $99
• $100 – $249
• $250 – $499
• $500 – $999
• $1,000 or more
• Not sure / prefer not to say

Did you contact our support team in the last 90 days?

• Yes
• No

We'd like to understand a bit more about your experience. An AI moderator will ask a couple of brief follow-up questions.

Approximately how many employees are in your organization?

• 1–10
• 11–50
• 51–200
• 201–1,000
• 1,001–5,000
• 5,001+

How much would you miss our product if you no longer had access to it?

What are the main reasons you might cancel or reduce your plan? (Select all that apply.)

• I no longer need the product
• Missing key features
• Too complex or hard to use
• Performance or reliability issues
• Poor support experience
• Price or cost is too high
• Switching to another provider
• Budget cuts or approvals blocked
• Security, privacy, or compliance concerns
• I am not considering cancellation
• Other (please specify)

How long has your organization been using our product?

• Less than 1 month
• 1–3 months
• 4–12 months
• 1–2 years
• 3+ years
• Not sure

How would you rate the overall value for money you have received from our product over the last 90 days?

If you were to stop using our product, what would you most likely do instead?

• Switch to a competing product
• Build an internal solution
• Use a manual workaround
• Do without any solution
• Not sure

Which subscription plan are you currently on?

• Free/Trial
• Paid monthly
• Paid annually
• Not sure

Which of the following capabilities are currently missing or difficult to use? (Select all that apply.)

• Reporting and analytics
• Collaboration/sharing
• Mobile access
• Integrations with other tools
• Customization/flexibility
• Admin controls and permissions
• Performance/speed
• Onboarding or education
• Documentation or self-serve help
• Other (please specify)
• None of the above