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Customer Experience

Account Churn Risk & Retention Drivers Survey

Diagnoses cancellation intent, surfaces the primary drivers of churn, and identifies which retention offers resonate most with at-risk financial product users. Designed for product, CX, and retention teams seeking actionable save-desk insights.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全27問・約12分
Q01
メッセージ

Welcome, and thank you for taking a few minutes to share your experience with us. This survey asks about your current account usage and what we can do better. There are no right or wrong answers — we're interested in your honest opinions. Your responses are confidential and will be reported only in aggregate. Participation is voluntary, and you may stop at any time. Estimated time: 12 minutes.

Q02
プルダウン

Which plan or account type do you currently use?

  • Checking only
  • Checking + Savings
  • Card only
  • Investing/Brokerage
  • Business account
  • Other
  • Not sure
Q03
オピニオンスケール

How satisfied are you with the transparency and fairness of fees and pricing?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q04
選択式

Which of the following best describes your current plans for your account?

  • I plan to cancel or close within 30 days
  • I plan to cancel or close within 3 months
  • I'm considering it but have no timeline
  • I have no plans to cancel or close
Q05
選択式

Which of the following alternatives are you currently considering or using alongside us? Select all that apply.

  • Traditional bank
  • Online-only bank
  • Neobank (e.g., Chime, Revolut)
  • Credit union
  • Payment app (e.g., Venmo, Cash App)
  • Budgeting app (e.g., YNAB, Mint)
  • Crypto platform/exchange
  • None of the above
Q06
選択式

If you were considering leaving, which of the following would most influence you to stay? Select all that apply.

  • Lower monthly price for 3 months
  • Waive a recent fee
  • Move to a lower-cost tier
  • Temporarily pause my account
  • Change billing date or cycle
  • Personalized support to resolve my issue
  • Help exporting data or switching features
  • None of these would change my mind
Q07
オピニオンスケール

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

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q08
自由回答（長文）

Based on your responses in this survey, is there anything else you'd like to share about your experience or your decision to stay or leave?

Q09
プルダウン

What is your age?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65 or older
  • Prefer not to say
Q10
メッセージ

Thank you for your time — your feedback directly helps us improve our product and service. If you have an urgent account issue, please contact our support team at [support link].

Q11
選択式

What is your primary role for this account?

  • Personal use
  • Business owner/admin
  • Employee/team member
  • Household/shared
  • Other
  • Prefer not to say
Q12
オピニオンスケール

How satisfied are you with the speed and reliability of transfers and deposits?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q13
選択式

In the last 90 days, have you attempted to cancel, pause, or downgrade your account?

  • Yes
  • No
Q14
選択式

Regardless of your current plans, which single improvement would add the most value for you?

  • Lower or simpler fees
  • Faster transfers and deposits
  • Higher account limits
  • Better budgeting and financial insights
  • More rewards or perks
  • Easier-to-use app
  • More integrations (e.g., payroll, accounting)
  • Access to live human support
Q15
オピニオンスケール

How likely are you to still be using our product 6 months from now?

スケール: 1 – 7
最小:Very unlikely最大:Very likely
Q16
AIインタビュー

We'd like to understand your feedback in more depth. An AI moderator will ask a couple of follow-up questions based on what you've shared.

Q17
プルダウン

Where do you currently live?

  • United States
  • Canada
  • United Kingdom
  • European Union
  • India
  • Australia/New Zealand
  • Other
  • Prefer not to say
Q18
選択式

How long have you been using our product?

  • Less than 1 month
  • 1–6 months
  • 6–12 months
  • 1–2 years
  • More than 2 years
  • Not sure
Q19
オピニオンスケール

How satisfied are you with app performance and reliability?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q20
選択式

What are the main reasons you might cancel or downgrade? Select all that apply.

  • Fees are higher than expected
  • Value does not meet my needs for the price
  • Found an alternative that fits better
  • Issues with transfers or deposits
  • Card declines or unexpected holds
  • App performance or reliability issues
  • Security or privacy concerns
  • Missing features I need
  • Customer support did not meet expectations
  • Too complicated or hard to use
  • Temporary financial constraints
  • Switching banks/providers
  • Employer or payroll change
  • I no longer need this product
Q21
選択式

What level of discount on your current plan would most likely change your mind about leaving?

  • 10% off for 3 months
  • 20% off for 3 months
  • 30% off for 3 months
  • 50% or more off for 3 months
  • A free month
  • No discount would change my mind
Q22
選択式

How often did you use our product in the last 30 days?

  • Several times a day
  • About once a day
  • A few times a week
  • About once a week
  • Less often
  • Not in the last 30 days
Q23
オピニオンスケール

How satisfied are you with account security and privacy protections?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q24
自由回答（長文）

In a few words, what is the single biggest factor influencing your decision?

Q25
オピニオンスケール

How satisfied are you with the features and tools available to you?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q26
オピニオンスケール

How satisfied are you with the overall ease of use of the product?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q27
オピニオンスケール

How satisfied are you with customer support when you've needed it?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Combines structured satisfaction ratings across pricing, transfers, app performance, security, and support with dedicated cancellation-intent and churn-driver questions, giving product/CX/retention teams both breadth and diagnostic depth in one flow
  • Includes an AI follow-up interview segment that can probe further into open-ended responses like the 'biggest factor influencing your decision' question, surfacing nuance a static form would miss
  • Tests specific retention levers (discount thresholds, competing alternatives, single most valuable improvement) so save-desk teams get actionable, ranked insight rather than just satisfaction scores
  • Closes with recommend-likelihood and 6-month retention-likelihood scales plus an open-ended catch-all question, giving a rounded risk signal alongside qualitative color

SurveySparrow

Customer Retention Survey Template

A general-purpose customer retention survey template aimed at marketing teams rather than financial product churn specifically. It's a ready-to-field static form covering typical satisfaction and loyalty questions, but it isn't tailored to account cancellation dynamics, fee transparency, or save-desk offer testing the way a financial churn survey needs to be.

優れている点

  • Ready-to-use template that can be deployed quickly for general customer retention feedback
  • Part of a broader marketing-survey template library, suggesting easy customization within SurveySparrow's builder
  • Likely supports standard question types and basic branding/logic common to survey tools

物足りない点

  • No adaptive AI follow-up interviewing — a static template can't probe deeper into an open-ended churn reason in real time
  • No mention of guided screen-share tasks or automated per-response quality scoring
  • Not tailored to financial-product specifics like fee transparency, transfer reliability, or discount-based save offers

Typeform

Customer Retention Survey Template

A conversational-style, ready-to-field customer retention template well-suited to general SaaS or consumer feedback collection. It benefits from Typeform's polished one-question-at-a-time UX, but remains a fixed-question form without industry-specific churn-driver or retention-offer testing for financial accounts.

優れている点

  • Clean, conversational form UI known for strong completion rates
  • Simple to launch and customize within Typeform's existing template ecosystem
  • Good for quick, lightweight retention pulse-checks

物足りない点

  • No adaptive AI interviewing or voice AI follow-up — every respondent gets the same fixed question set regardless of answer
  • No automated per-response quality scoring or auto-generated analysis reports built for churn diagnosis
  • Not designed around financial-account specifics like fee fairness, transfer speed, or tiered discount offers to test save-desk tactics

よくあるご質問

「Account Churn Risk & Retention Drivers Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が27問含まれており、最初の設問は次のとおりです：「Welcome, and thank you for taking a few minutes to share your experience with us. This survey asks about your current ac…」・「Which plan or account type do you currently use?」・「How satisfied are you with the transparency and fairness of fees and pricing?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、27問を約12分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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