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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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샘플 질문

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질문 12개 · 약 12분
Q01
메시지

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
객관식필수

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
매트릭스필수

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

5개 행 × 5개 열
  • Overall value for the price
  • Product or service quality
  • Customer support responsiveness
  • Ease of use
  • Onboarding experience
열: Very dissatisfied · Dissatisfied · Neutral · Satisfied · Very satisfied
Q04
최선·최악 선택형(MaxDiff)필수

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
세트별 최선·최악 선택최선:Would have most influenced me to stay최악:Would have least influenced me to stay
Q05
의견 척도필수

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q06
객관식

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
의견 척도필수

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

척도: 1 – 7
최소:Not at all likely최대:Extremely likely
Q08
음성 AI 인터뷰

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
장문형

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

Q10
객관식

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
객관식

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
메시지

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.

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

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이 템플릿을 선택하는 이유

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

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

아쉬운 점

  • 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

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