Capture subscription cancellation reasons and win-back drivers. Diagnose churn, boost retention, and prioritize product fixes with this exit survey.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
23
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Numeric
How many days ago did you end your subscription?
Accepts a numeric value
Whole numbers only
Q2
Opinion Scale
In the 30 days before canceling, how satisfied were you overall with the product?
Range: 1 – 10
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q3
Multiple Choice
What was the primary reason you ended your subscription?
Price/value was too high
Low or declining usage
Missing key features
Product quality or reliability issues
Switched to another solution/vendor
Billing or contract terms didn’t fit
Support experience didn’t meet needs
Temporary project ended
Budget freeze/cut
Other
Q4
Multiple Choice
Which alternative did you switch to (if any)?
Built an in-house solution
Moved to a free/open-source tool
Adopted another paid vendor
Consolidated into an existing suite we already had
Returned to manual process/spreadsheets
Did not switch/Stopped using this category
Not comfortable sharing
Q5
Multiple Choice
Which steps did you take before canceling? Select all that apply.
Looked for discounts or a downgrade
Contacted support or CSM
Trialed or used another solution
Reviewed internal usage or ROI
Sought peer recommendations/reviews
Discussed with manager or finance
Other
Q6
Dropdown
Time from first considering cancellation to actually canceling:
Less than a day
1–3 days
4–7 days
1–4 weeks
More than a month
Q7
Dropdown
How many people were involved in the decision to cancel?
Only me
2 people
3 people
4 people
5 or more
Q8
Ranking
Rank the information sources by influence on your decision (1 = most influence).
Drag to order (top = most important)
Conversations with your team
Customer support interactions
Online reviews or forums
Competitor websites or sales reps
Internal metrics or reports
Colleagues outside your team/peers
Q9
Matrix
How did each area impact your decision to cancel?
Rows
Strongly negative impact
Somewhat negative
Neutral
Somewhat positive
Strongly positive
Onboarding and setup
•
•
•
•
•
Day-to-day usability
•
•
•
•
•
Performance and reliability
•
•
•
•
•
Reporting and analytics
•
•
•
•
•
Integrations and APIs
•
•
•
•
•
Customer support
•
•
•
•
•
Pricing and billing
•
•
•
•
•
Q10
Constant Sum
Allocate 100 points across the factors that contributed to canceling. Higher numbers mean greater influence.
Total must equal 100
Price/value
Usage/need changed
Missing features
Product quality/reliability
Integration/compatibility
Support experience
Contract/billing terms
Min per option: 0Whole numbers only
Q11
Multiple Choice
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
I am paying attention
I am not paying attention
Prefer not to say
Q12
Multiple Choice
Would you consider returning in the future?
Yes, likely to return
Maybe/depends on changes
Unlikely to return
Q13
Multiple Choice
What would most increase your likelihood to return? Select up to three.
Lower ongoing price
Time-limited discount or credit
Add the missing features
Better integrations with our stack
Improved reliability/performance
Dedicated support or CSM
Easier contract/billing terms
Help migrating from current tool
Better data portability (import/export)
Other
Q14
Numeric
At what monthly price (USD) would you seriously consider re-subscribing?
Accepts a numeric value
Whole numbers only
Q15
Dropdown
When, if at all, might you reconsider trying us again?
Now
1–3 months
4–6 months
7–12 months
Not in the next year
Q16
Multiple Choice
Which best describes your role in the decision to cancel?
Primary decision-maker
Shared decision-maker
Advisor/recommender
End user without decision authority
Procurement/Finance
Other
Q17
Dropdown
Company size (employees):
1–10
11–50
51–200
201–500
501–1,000
1,001–5,000
5,001–10,000
10,001+
Prefer not to say
Q18
Dropdown
Industry:
Software/Technology
Professional services
Financial services
Healthcare
Education
Retail/E-commerce
Manufacturing
Nonprofit/Government
Other
Prefer not to say
Q19
Dropdown
Where are you located?
United States
Canada
United Kingdom
Europe (non-UK)
APAC
Latin America
Middle East & Africa
Other
Prefer not to say
Q20
Dropdown
How long did you use the product before canceling?
Less than 1 month
1–3 months
4–12 months
1–2 years
More than 2 years
Prefer not to say
Q21
Long Text
Anything else we could have changed to keep you as a customer?
Max 600 chars
Q22
AI Interview
AI Interview: 2 Follow-up Questions on your responses
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q23
Chat Message
Thanks for your time—your feedback directly informs our improvements and priorities.
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