Identifies why customers switch service providers, what barriers they encounter, and where conversion friction occurs — designed for product, marketing, and CX teams seeking to reduce churn and improve competitive win rates.
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
33
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 to this survey about your experience choosing or switching service providers.
This survey takes approximately 6-8 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions and experiences.
All responses are confidential, will be anonymized, and reported only in aggregate. The results will be used for internal research to improve consumer experiences.
By continuing, you agree to participate in this study.
Q2
Multiple Choice
Which type of product or service are you thinking about for this survey?
Mobile/cell phone plan
Home internet
Banking/fintech
Streaming or digital subscription
Software/app
Utilities (energy, water)
Insurance
Other
Q3
Multiple Choice
Thinking about the last 3 months, which best describes your situation with this service?
Switched to a new provider
Currently considering switching providers
Looked into switching but decided to stay
Not considering a change
Q4
Dropdown
How long did it take from first thinking about switching to actually completing the switch?
Same day
1–7 days
1–4 weeks
1–3 months
More than 3 months
Q5
Multiple Choice
Which of the following influenced your decision to switch? Select all that apply.
Lower price or total cost
Promotional offer or deal
Dissatisfaction with previous provider
Missing features I needed
Better features with new provider
Recommendation from someone I trust
Life change (move, job, etc.)
Contract ended or was up for renewal
Brand trust or reputation
Other
Q6
Dropdown
Of all the reasons you selected, which was the single most important in your decision to switch?
Lower price or total cost
Promotional offer or deal
Dissatisfaction with previous provider
Missing features I needed
Better features with new provider
Recommendation from someone I trust
Life change (move, job, etc.)
Contract ended or was up for renewal
Brand trust or reputation
Other
Q7
Multiple Choice
Which of the following barriers, if any, did you encounter while switching? Select all that apply.
Comparing plans or offers was difficult
Hidden fees or unclear pricing
Transferring data or number was complex
Credit check concerns
Early termination fees
Long setup time or installation
Had to contact sales to proceed
Lack of reviews or third-party information
Security or privacy concerns
None — the process was smooth
Other
Q8
Long Text
Which provider did you leave?
Max chars
Q9
Long Text
Which provider did you switch to?
Max chars
Q10
Dropdown
When do you expect to make a final decision about switching providers?
Within 2 weeks
Within 1 month
1–3 months
More than 3 months
Unsure / depends
Q11
Multiple Choice
What, if anything, is currently holding you back from switching? Select all that apply.
Current provider meets my needs well enough
Switching fees or penalties
Unclear pricing or fees with alternatives
Setup effort or potential downtime
Transferring data or number seems complex
Security or privacy concerns
Need approval from others in my household or company
Hard to compare options
Waiting for a deal or promotion
Nothing — I plan to switch soon
Other
Q12
Multiple Choice
You mentioned you looked into switching but decided to stay. What was the main reason you decided not to switch?
My current provider matched or beat the alternative offer
Switching seemed too complicated or time-consuming
Early termination fees or contract lock-in
Could not find a clearly better option
Concern about service disruption
Received a retention offer from my current provider
Other
Q13
Long Text
Please list the providers you seriously considered (or are considering), starting with your top choice.
Max chars
Q14
Opinion Scale
How important was price or total cost when comparing providers?
Range: 1 – 7
Min: Not at all importantMid: NeutralMax: Extremely important
Q15
Opinion Scale
How important was reliability or performance when comparing providers?
Range: 1 – 7
Min: Not at all importantMid: NeutralMax: Extremely important
Q16
Opinion Scale
How important were features or functionality when comparing providers?
Range: 1 – 7
Min: Not at all importantMid: NeutralMax: Extremely important
Q17
Opinion Scale
How important was customer support when comparing providers?
Range: 1 – 7
Min: Not at all importantMid: NeutralMax: Extremely important
Q18
Opinion Scale
How important was contract flexibility or ease of cancellation when comparing providers?
Range: 1 – 7
Min: Not at all importantMid: NeutralMax: Extremely important
Q19
Opinion Scale
How well does your chosen or preferred provider meet your needs compared to the alternatives you considered?
Range: 1 – 7
Min: Much worse than alternativesMid: NeutralMax: Much better than alternatives
Q20
Ranking
Please rank the following factors from most to least important when choosing a provider.
Drag to order (top = most important)
Price / total cost
Reliability / performance
Features / functionality
Customer support
Contract flexibility / cancellation
Brand trust
Setup time / effort
Q21
Rating
How clear was the pricing and plan information on the provider websites you visited?
Scale: 5 (star)
Min: PoorMax: Excellent
Q22
Multiple Choice
Which of the following issues, if any, did you experience during sign-up or checkout? Select all that apply.
Hidden or unexpected fees
Long or complex forms
Had to call or chat to complete sign-up
Forced account creation
Payment options I needed were missing
Identity or credit check issues
Unclear cancellation terms
Website or app errors
None — sign-up was smooth
Other
Q23
Dropdown
Did you abandon or seriously consider abandoning the sign-up process at any point? If yes, at which stage?
No, I did not consider abandoning
Pricing page
Plan comparison
Sign-up form
Payment step
Identity or credit check
Scheduling or installation
Other
Q24
Opinion Scale
How much does the total monthly price influence your choice of provider for this service?
Range: 1 – 7
Min: No influence at allMid: NeutralMax: Extremely strong influence
Q25
Long Text
If you could change one thing about the switching or sign-up process, what would it be?
Max chars
Q26
AI Interview
We'd like to understand your switching experience in more depth. Please share what mattered most in your decision, and our AI interviewer will ask a couple of follow-up questions.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 7
Q27
Long Text
Based on your responses in this survey, is there anything else you'd like to share about your switching experience or decision-making?
Max chars
Q28
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65 or older
Prefer not to say
Q29
Dropdown
Which best describes your gender?
Woman
Man
Non-binary
Prefer not to say
Q30
Dropdown
In which region do you currently live?
United States / Canada
Europe
Asia-Pacific
Latin America
Middle East / Africa
Other
Q31
Dropdown
What is the highest level of education you have completed?
Some high school or less
High school diploma or equivalent
Some college
Associate degree
Bachelor's degree
Graduate or professional degree
Prefer not to say
Q32
Dropdown
What is your current employment status?
Full-time
Part-time
Self-employed
Student
Homemaker / caregiver
Unemployed
Retired
Prefer not to say
Q33
Chat Message
Thank you for completing this survey. Your feedback will help improve comparison and sign-up experiences for consumers like you.
Frequently Asked Questions
What is QuestionPunk?
QuestionPunk is an AI-powered survey and research platform that turns traditional surveys into adaptive conversations. Describe your research goal and get a complete survey draft, conduct AI-moderated interviews with dynamic follow-ups, detect low-quality responses, and produce insights automatically. It's fast, flexible, and scalable across qualitative and quantitative research.
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QuestionPunk supports a wide range of question types: opinion scale, rating, multiple choice, dropdown, ranking, matrix, constant sum, AI interview (text and audio), long text, short text, email, phone, date, address, website, numeric, audio/video recording, contact form, chat message, conversation reset, button, page breaks, and more.
How do AI interviews work?
AI interviews conduct adaptive conversations with respondents. The AI asks follow-up questions based on what the respondent says, probing for clarity and depth. You control the personality, tone, model (Haiku, Sonnet, or Opus), and question mode (fixed count, AI decides when to stop, or time-based).
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