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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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샘플 질문

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질문 27개 · 약 12분
Q01
메시지

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
드롭다운

Which plan or account type do you currently use?

  • Checking only
  • Checking + Savings
  • Card only
  • Investing/Brokerage
  • Business account
  • Other
  • Not sure
Q03
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q04
객관식

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
객관식

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
객관식

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
의견 척도

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q08
장문형

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
드롭다운

What is your age?

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

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
객관식

What is your primary role for this account?

  • Personal use
  • Business owner/admin
  • Employee/team member
  • Household/shared
  • Other
  • Prefer not to say
Q12
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q13
객관식

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

  • Yes
  • No
Q14
객관식

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
의견 척도

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

척도: 1 – 7
최소:Very unlikely최대:Very likely
Q16
AI 인터뷰

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
드롭다운

Where do you currently live?

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

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
의견 척도

How satisfied are you with app performance and reliability?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q20
객관식

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
객관식

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
객관식

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
의견 척도

How satisfied are you with account security and privacy protections?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q24
장문형

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

Q25
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q26
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q27
의견 척도

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

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied

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.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

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