Measures the usability of the subscription cancellation process, perceived fairness of retention offers, and key churn drivers. Designed for current or recently canceled subscribers to inform win-back strategy and CX improvements.
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
Chat Message
Welcome! This short survey asks about your experience with our subscription cancellation process. Your responses are completely anonymous and will be reported only in aggregate to help us improve. There are no right or wrong answers—we simply want your honest opinions.
Participation is voluntary and you may stop at any time. The survey takes approximately 6–8 minutes to complete.
By continuing, you confirm that you are at least 18 years old and consent to participate.
Q2
Multiple Choice
Which of the following best describes your current status with this subscription?
Active and paying
Active on a free trial
Paused
Canceled within the last 90 days
Canceled 90+ days ago
Considering canceling
Q3
Multiple Choice
In the past 12 months, have you attempted to cancel or pause this subscription?
Yes — I successfully canceled
Yes — I tried but did not complete cancellation
Yes — I paused instead of canceling
No, I have not tried
Q4
Opinion Scale
How easy or difficult was it to find the cancellation option on the website or app?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q5
Opinion Scale
How clear were the steps you needed to complete in order to cancel?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q6
Opinion Scale
How clear were the terms and conditions presented during cancellation (e.g., final billing date, remaining access)?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q7
Opinion Scale
Overall, how clear was the cancellation process from start to finish?
Range: 1 – 7
Min: Not at all clearMid: NeutralMax: Extremely clear
Q8
Multiple Choice
During the cancellation process, which of the following offers or alternatives were you presented with? Select all that apply.
One-time discount
Lower-priced plan or downgrade
Pause option
Extended trial or free months
Added features or bundle
None — I was not shown any offers
Other (please specify)
Q9
Opinion Scale
How fair or unfair did the retention offer(s) you were shown feel?
Range: 1 – 7
Min: Very unfairMid: NeutralMax: Very fair
Q10
Opinion Scale
The offer(s) I was shown felt relevant to my situation.
How clear or unclear are the company's cancellation and refund policies?
Range: 1 – 7
Min: Very unclearMid: NeutralMax: Very clear
Q14
Opinion Scale
After your cancellation or attempted cancellation experience, how much do you trust this brand?
Range: 1 – 7
Min: Do not trust at allMid: NeutralMax: Trust completely
Q15
Ranking
Please rank the following reasons for canceling (or considering canceling) in order of importance to you, with the most important reason first.
Drag to order (top = most important)
Price is too high
Not using it enough
Found a better alternative
Technical or service issues
Content or features not relevant
Billing or account frustration
Q16
Long Text
Based on your experience, what would make the cancellation process and any retention offers feel more fair or transparent?
Max chars
Q17
AI Interview
We'd like to learn a bit more about your cancellation experience. A few brief follow-up questions will appear below.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 6
Q18
Dropdown
In which region do you currently reside?
United States
United Kingdom
Canada
Australia
European Union (other)
Asia
Latin America
Africa
Middle East
Other
Q19
Dropdown
What is your age group?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q20
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q21
Dropdown
What is the highest level of education you have completed?
Less than high school
High school or GED
Some college or vocational training
Bachelor's degree
Master's degree
Doctoral or professional degree
Prefer not to say
Q22
Dropdown
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Homemaker or caregiver
Unemployed and seeking work
Not seeking work
Retired
Prefer not to say
Q23
Chat Message
Thank you for sharing your experience. Your feedback helps us improve the cancellation process and build a better service. Your responses have been recorded.
Frequently Asked Questions
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