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Customer Experience

Customer Churn & Win-Back Exit Interview

Understand why a customer actually left, what nearly kept them, and what could bring them back — combining structured ratings on price, product, and support with an AI voice follow-up that reconstructs the real trigger behind the decision instead of the generic reason picked from a list. Built for CS, retention, and product teams running win-back research.

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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12問・約12分
Q01
メッセージ

Thanks for taking a few minutes to share your experience with us. We're sorry to see you go, and your honest feedback will directly shape how we treat customers going forward. Your responses are completely confidential and anonymized. This will take about 12 minutes, and there are no wrong answers.

Q02
選択式必須

Which of the following best describes your primary reason for discontinuing service?

  • Price / cost
  • Switched to a competitor (Replace with Competitor A/B; Template note: list your real competitors before launching)
  • Product or service didn't meet my needs
  • Poor customer support experience
  • No longer need this type of product or service
  • Change within my company or team (e.g., new decision-maker, budget cuts)
  • Other
Q03
マトリクス必須

Thinking back to your time as a customer, how satisfied were you with each of the following?

5行 × 5列
  • Overall value for the price
  • Product or service quality
  • Customer support responsiveness
  • Ease of use
  • Onboarding experience
列: Very dissatisfied · Dissatisfied · Neutral · Satisfied · Very satisfied
Q04
ベスト・ワースト選択（MaxDiff）必須

Which of these, if we had offered them before you decided to leave, would have most and least influenced you to stay?

  • Lower price or a better discount
  • Faster response from support
  • More product features
  • Better onboarding or training
  • More proactive communication from our team
  • An easier way to pause instead of cancel
  • A dedicated account manager
  • Improved product reliability
各セットで最も良いもの・最も悪いものを選択最も良い:Would have most influenced me to stay最も悪い:Would have least influenced me to stay
Q05
オピニオンスケール必須

In the weeks before you decided to leave, how likely were you to recommend us to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q06
選択式

Have you already switched to another provider or workaround for this need?

  • Yes, a direct competitor (Replace with Competitor A)
  • Yes, a different type of solution or a manual workaround
  • No, not yet
  • No, I no longer need this
Q07
オピニオンスケール必須

If your main concerns were addressed, how likely would you be to consider us again in the future?

スケール: 1 – 7
最小:Not at all likely最大:Extremely likely
Q08
音声AIインタビュー

Exit interview: the real story behind the decision

Uncover the specific trigger event that led this customer to cancel — not just the category they picked, but the moment or accumulation of moments that tipped the decision. If they cite price, probe whether price alone w…

Q09
自由回答（長文）

Is there anything else about your experience you'd like us to know?

Q10
選択式

How long were you a customer with us?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q11
選択式

Which best describes your role in the decision to leave?

  • Sole decision-maker
  • Part of a team decision
  • I influenced but didn't decide
  • Prefer not to say
Q12
メッセージ

Thank you for your candor — it genuinely helps. Your responses go straight to the team responsible for the issues you raised, and where you agreed to be contacted, someone may follow up personally.

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 ratings (satisfaction matrix on price, product, and support) with max-diff prioritization of what could have kept the customer, so you get both quantifiable signal and priority ranking, not just a single 'reason' dropdown
  • Includes an AI voice follow-up interview that probes past the generic multiple-choice reason to reconstruct the actual trigger behind the decision, plus a chance to gauge willingness to return if concerns were addressed
  • Every response is automatically quality-scored and summarized into a report, so CS and retention teams don't have to manually read through open-ended answers to find the real story
  • Transparent prompts mean you can see exactly what the AI asked and why, which matters when these interviews inform retention strategy or get shared with leadership

Jotform

Customer Loss Survey Evaluation Form Template

A static, drag-and-drop customizable exit survey form template within Jotform's large form library. It's fielding-ready but relies on fixed questions rather than any adaptive follow-up. Good for teams that just need a quick, editable form rather than deeper qualitative reconstruction of the churn decision.

優れている点

  • Easy visual customization via Jotform's drag-and-drop builder
  • Part of a broad, established template library with wide integration options
  • Simple to deploy quickly for basic exit data collection

物足りない点

  • No adaptive AI follow-up questioning — every respondent sees the same fixed question set
  • No voice interview option to capture nuance behind a churn reason
  • No automated per-response quality scoring or transparent AI prompt methodology

QuestionPro

Customer Loss Survey + Sample Questionnaire Template

A sample questionnaire template from a full-featured research/CX survey platform. It's a static template page meant as a starting questionnaire rather than a fielding-ready adaptive interview. Useful if you want a broad CX platform with many survey types beyond exit research.

優れている点

  • Backed by a research-oriented survey platform with broader CX and market research tooling
  • Sample questionnaire gives a concrete starting point for question wording
  • Likely supports standard logic/branching common to enterprise survey tools

物足りない点

  • No adaptive AI interview that follows up based on a respondent's actual answer
  • No voice AI option to capture the real trigger behind a decision
  • No published transparent prompt methodology or automated quality scoring per response

SurveySparrow

Customer Exit Survey Template

A conversational-style exit survey template — one question at a time in a chat-like interface — which reads more naturally than a traditional form. However, it's still a fixed question sequence rather than a true adaptive interview that changes based on what the customer says. Reasonable fit for teams wanting a friendlier UX without deeper probing.

優れている点

  • Conversational, chat-like question flow that can feel less like a form
  • Purpose-built exit survey template, not a generic form repurposed
  • Likely supports basic skip logic based on earlier answers

物足りない点

  • Conversational tone is scripted, not adaptive — no AI reconstructing the real reason from open dialogue
  • No voice interview capability
  • No automated quality scoring or transparent AI prompt disclosure

Typeform

Customer Loss Survey Template

A one-question-at-a-time template using Typeform's signature conversational UI. It's fielding-ready and pleasant to fill out, but the question logic is still author-defined and static rather than generated dynamically from the respondent's prior answers. Best suited to teams prioritizing a clean respondent experience over deep qualitative probing.

優れている点

  • Polished, well-known conversational UI that tends to improve completion rates
  • Fielding-ready template with standard logic/branching
  • Easy to customize visually and embed

物足りない点

  • No AI-driven adaptive follow-up — logic branches are pre-set by the template author, not generated from the answer's content
  • No voice AI interview to reconstruct the real churn trigger
  • No automated per-response quality scoring or transparent prompt methodology

よくあるご質問

「Customer Churn & Win-Back Exit Interview」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12問含まれており、最初の設問は次のとおりです：「Thanks for taking a few minutes to share your experience with us. We're sorry to see you go, and your honest feedback wi…」・「Which of the following best describes your primary reason for discontinuing service?」・「Thinking back to your time as a customer, how satisfied were you with each of the following?」。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、12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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