Q01
Message
All templatesCustomer Experience
Account Churn Risk & Retention Drivers Survey
Diagnoses cancellation intent, surfaces the primary drivers of churn, and identifies which retention offers resonate most with at-risk financial product users. Designed for product, CX, and retention teams seeking actionable save-desk insights.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
27 questions · ~12 min
Q02
Dropdown
Which plan or account type do you currently use?
- Checking only
- Checking + Savings
- Card only
- Investing/Brokerage
- Business account
- Other
- Not sure
Q03
Multiple Choice
What is your primary role for this account?
- Personal use
- Business owner/admin
- Employee/team member
- Household/shared
- Other
- Prefer not to say
Q04
Multiple Choice
How long have you been using our product?
- Less than 1 month
- 1–6 months
- 6–12 months
- 1–2 years
- More than 2 years
- Not sure
Q05
Multiple Choice
How often did you use our product in the last 30 days?
- Several times a day
- About once a day
- A few times a week
- About once a week
- Less often
- Not in the last 30 days
Q06
Opinion Scale
How satisfied are you with the transparency and fairness of fees and pricing?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q07
Opinion Scale
How satisfied are you with the speed and reliability of transfers and deposits?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q08
Opinion Scale
How satisfied are you with app performance and reliability?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q09
Opinion Scale
How satisfied are you with account security and privacy protections?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q10
Opinion Scale
How satisfied are you with the features and tools available to you?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q11
Opinion Scale
How satisfied are you with the overall ease of use of the product?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q12
Opinion Scale
How satisfied are you with customer support when you've needed it?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q13
Multiple Choice
Which of the following best describes your current plans for your account?
- I plan to cancel or close within 30 days
- I plan to cancel or close within 3 months
- I'm considering it but have no timeline
- I have no plans to cancel or close
Q14
Multiple Choice
In the last 90 days, have you attempted to cancel, pause, or downgrade your account?
- Yes
- No
Q15
Multiple Choice
What are the main reasons you might cancel or downgrade? Select all that apply.
- Fees are higher than expected
- Value does not meet my needs for the price
- Found an alternative that fits better
- Issues with transfers or deposits
- Card declines or unexpected holds
- App performance or reliability issues
- Security or privacy concerns
- Missing features I need
- Customer support did not meet expectations
- Too complicated or hard to use
- Temporary financial constraints
- Switching banks/providers
- Employer or payroll change
- I no longer need this product
Q16
Long Text
In a few words, what is the single biggest factor influencing your decision?
Q17
Multiple Choice
Which of the following alternatives are you currently considering or using alongside us? Select all that apply.
- Traditional bank
- Online-only bank
- Neobank (e.g., Chime, Revolut)
- Credit union
- Payment app (e.g., Venmo, Cash App)
- Budgeting app (e.g., YNAB, Mint)
- Crypto platform/exchange
- None of the above
Q18
Multiple Choice
If you were considering leaving, which of the following would most influence you to stay? Select all that apply.
- Lower monthly price for 3 months
- Waive a recent fee
- Move to a lower-cost tier
- Temporarily pause my account
- Change billing date or cycle
- Personalized support to resolve my issue
- Help exporting data or switching features
- None of these would change my mind
Q19
Multiple Choice
Regardless of your current plans, which single improvement would add the most value for you?
- Lower or simpler fees
- Faster transfers and deposits
- Higher account limits
- Better budgeting and financial insights
- More rewards or perks
- Easier-to-use app
- More integrations (e.g., payroll, accounting)
- Access to live human support
Q20
Multiple Choice
What level of discount on your current plan would most likely change your mind about leaving?
- 10% off for 3 months
- 20% off for 3 months
- 30% off for 3 months
- 50% or more off for 3 months
- A free month
- No discount would change my mind
Q21
Opinion Scale
How likely are you to recommend our product to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q22
Opinion Scale
How likely are you to still be using our product 6 months from now?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q23
Long Text
Based on your responses in this survey, is there anything else you'd like to share about your experience or your decision to stay or leave?
Q24
AI Interview
We'd like to understand your feedback in more depth. An AI moderator will ask a couple of follow-up questions based on what you've shared.
Q25
Dropdown
What is your age?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65 or older
- Prefer not to say
Q26
Dropdown
Where do you currently live?
- United States
- Canada
- United Kingdom
- European Union
- India
- Australia/New Zealand
- Other
- Prefer not to say
Q27
Message
Thank you for your time — your feedback directly helps us improve our product and service. If you have an urgent account issue, please contact our support team at [support link].
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
How it compares
We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.
Why this template
- Combines structured satisfaction ratings across pricing, transfers, app performance, security, and support with dedicated cancellation-intent and churn-driver questions, giving product/CX/retention teams both breadth and diagnostic depth in one flow
- Includes an AI follow-up interview segment that can probe further into open-ended responses like the 'biggest factor influencing your decision' question, surfacing nuance a static form would miss
- Tests specific retention levers (discount thresholds, competing alternatives, single most valuable improvement) so save-desk teams get actionable, ranked insight rather than just satisfaction scores
- Closes with recommend-likelihood and 6-month retention-likelihood scales plus an open-ended catch-all question, giving a rounded risk signal alongside qualitative color
SurveySparrow
Customer Retention Survey TemplateA general-purpose customer retention survey template aimed at marketing teams rather than financial product churn specifically. It's a ready-to-field static form covering typical satisfaction and loyalty questions, but it isn't tailored to account cancellation dynamics, fee transparency, or save-desk offer testing the way a financial churn survey needs to be.
What it does well
- Ready-to-use template that can be deployed quickly for general customer retention feedback
- Part of a broader marketing-survey template library, suggesting easy customization within SurveySparrow's builder
- Likely supports standard question types and basic branding/logic common to survey tools
Where it falls short
- No adaptive AI follow-up interviewing — a static template can't probe deeper into an open-ended churn reason in real time
- No mention of guided screen-share tasks or automated per-response quality scoring
- Not tailored to financial-product specifics like fee transparency, transfer reliability, or discount-based save offers
Typeform
Customer Retention Survey TemplateA conversational-style, ready-to-field customer retention template well-suited to general SaaS or consumer feedback collection. It benefits from Typeform's polished one-question-at-a-time UX, but remains a fixed-question form without industry-specific churn-driver or retention-offer testing for financial accounts.
What it does well
- Clean, conversational form UI known for strong completion rates
- Simple to launch and customize within Typeform's existing template ecosystem
- Good for quick, lightweight retention pulse-checks
Where it falls short
- No adaptive AI interviewing or voice AI follow-up — every respondent gets the same fixed question set regardless of answer
- No automated per-response quality scoring or auto-generated analysis reports built for churn diagnosis
- Not designed around financial-account specifics like fee fairness, transfer speed, or tiered discount offers to test save-desk tactics
Frequently asked questions
What questions are in the “Account Churn Risk & Retention Drivers Survey” template?
The template includes 27 ready-to-use questions, starting with: “Welcome, and thank you for taking a few minutes to share your experience with us. This survey asks about your current ac…” · “Which plan or account type do you currently use?” · “What is your primary role for this account?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 27 questions in about 12 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
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