Customer churn voice interview template
Explore the events that led a customer to stop using [product].
Use this templateEditable study draft · English content
Before you launch
Define churn and a recent time window. Make clear the session is research and customize the product name.
Opens an AI-moderated voice interview with the research goal and discussion prompts shown here. The moderator can ask follow-up questions based on the participant’s answers. Replace the bracketed details and review the interview settings.
Discussion guide
- What were you hoping [product] would help you do when you started?
- Walk me through the last time you used it.
- When did you first consider stopping?
- What happened between that moment and your decision to leave?
- How are you handling that need now?
Plan your study
Who should take part?
Customers who recently cancelled or stopped using [product].
What should I customize before launching?
Define churn and a recent time window. Make clear the session is research and customize the product name.
How should I use the findings?
Distinguish the underlying loss of value from the final cancellation trigger. Look for evidence before assigning one cause to all churn.