Subscription Churn Risk & Retention Offer Effectiveness Survey

Welcome, and thank you for taking a few minutes to share your feedback. This survey asks about your current experience with your subscription and what matters most to you going forward. There are no right or wrong answers — we are 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: 5–7 minutes.

How likely are you to cancel your plan in the next 30 days?

What single change — whether an offer, feature, or policy — would most increase your likelihood of staying?

In the last 30 days, did you see or receive any retention offers from us?

• Yes
• No
• Not sure

We'd like to understand more about your experience and what matters most to you. An AI moderator will ask a couple of brief follow-up questions based on your earlier answers.

Which best describes your role in subscription decisions?

• I am the final decision-maker
• I share decision-making
• I influence but do not decide
• I am an end user only

Based on your responses in this survey, is there anything else you would like to share about your experience or what would keep you as a customer?

How would you rate the value you currently receive relative to the price you pay?

If you were considering canceling, rank the following offers from most to least persuasive in keeping you for at least 3 more months.

1. Lower monthly price for 3 months
2. Ability to pause membership for up to 90 days
3. Add-on feature included at no extra cost
4. Priority support or concierge onboarding
5. No-commitment month-to-month option
6. Data migration or export assistance
7. Account review to optimize your usage

How clear were the retention offers you encountered?

Approximately how many employees are at your organization?

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

Thank you for your time. Your feedback is valuable and will help us improve your experience.

What is the primary reason you are considering canceling?

• Price is too high for the value
• Missing key features
• Difficult to use
• Low personal or team usage
• Switching to another provider
• Budget constraints
• Reliability or support issues
• My need is temporary or seasonal
• Other

What percentage discount off your current monthly price would be enough to keep you for at least 3 more months?

• No discount needed — price is not the issue
• 5–10%
• 11–20%
• 21–30%
• 31–40%
• 41–50%
• More than 50%

Where would you prefer to receive retention offers or updates? Select all that apply.

• Email
• In-app message
• SMS / text
• Phone call
• Website banner
• Through my account manager
• Other

How long have you or your organization been using this product?

• Less than 1 month
• 1–3 months
• 4–12 months
• 1–2 years
• 3+ years

Which region are you primarily located in?

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East / Africa
• Other

What type of plan are you currently on?

• Free trial
• Monthly
• Annual
• Enterprise / Custom
• Not sure