At-Risk Account Churn & Retention Assessment

Thank you for taking a few minutes to share your experience with us. This short survey (approximately 10 minutes) asks about your team's current experience, any challenges you're facing, and how we can better support your goals. There are no right or wrong answers — we're looking for your honest perspective. Your responses are confidential and will be reported in aggregate to improve our product and services. Participation is voluntary, and you may stop at any time.

Which role best describes how you use or influence our product?

• Decision maker
• Executive sponsor
• Administrator
• Power user
• Regular user
• Procurement / Legal
• Other (please specify)

Compared to 90 days ago, how has your team's usage of our product changed?

• Increased
• Stayed about the same
• Decreased

Which alternatives, if any, are you actively considering?

• Another commercial vendor
• Build in-house
• Manual process / Spreadsheet
• Outsource to agency / partner
• Do nothing (status quo)
• Not evaluating alternatives

Which actions in the next 30–60 days would most increase your likelihood to stay? (Select up to 3)

• Targeted training / onboarding
• Close a specific product gap
• Improve performance / reliability
• Dedicated success manager
• Better reporting / insights
• More flexible contract terms
• Price concession
• Executive check-ins
• Security / compliance validation
• Other (please specify)

Based on your responses in this survey, is there anything else we should know to help your team succeed?

How long have you used our product?

• Less than 3 months
• 3–6 months
• 7–12 months
• 1–2 years
• 3+ years

Thank you for your time — your feedback directly shapes how we support your team going forward. If you'd like to discuss anything further, please reach out to your account team.

How would you rate the overall value our product has delivered in the past 90 days?

What are the main reasons your team's usage has decreased? (Select all that apply)

• Fewer active users
• Key feature not adopted
• Integration blocked or broken
• Performance issues
• Data quality concerns
• Change in priorities
• Budget cuts
• Seasonal cycle
• Other (please specify)

If you are evaluating specific vendors, which ones are you comparing us to?

Approximately when is your next renewal or decision date?

• Within 30 days
• 1–3 months
• 4–6 months
• 7–12 months
• More than 12 months
• Not sure

We'd like to explore a few of your responses in more depth. Our AI moderator will ask 2 brief follow-up questions.

Approximately how many employees are in your company?

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

How likely are you to renew your subscription at the next term?

To what extent has our product helped your team achieve its key goals in the past 90 days?

Please rank the top factors that would drive a switch to an alternative (1 = most important).

1. Total cost / price
2. Feature fit to our use cases
3. Ease of migration
4. Security / compliance posture
5. Reliability / performance
6. Integrations and APIs
7. Quality of support / services

Which industry best describes your organization?

• Technology
• Financial services
• Healthcare
• Retail / eCommerce
• Manufacturing
• Education
• Government / Public sector
• Professional services
• Media / Entertainment
• Other (please specify)

What is the single biggest risk to renewal right now?

• Value fit
• Adoption / engagement
• Missing features
• Reliability / performance
• Support experience
• Pricing / ROI
• Contract terms
• Budget freeze / reorg
• Champion left
• Security / compliance
• Other (please specify)

To what extent are you realizing a strong return on your investment in our product?

At approximately what percentage price increase would you seriously consider switching?

• 0–5%
• 6–10%
• 11–15%
• 16–20%
• 21–30%
• 31–50%
• More than 50%
• Price is not a switching factor

Where is your organization primarily located?

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East / Africa
• Multiple regions / Global