Capture subscription cancellation reasons and churn drivers to surface retention offers. Use this 5-minute template to reduce churn and win back customers.
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
Sample Survey Items
Q1
Dropdown
Which plan or account type do you currently use?
Checking only
Checking + Savings
Card only
Investing/Brokerage
Business account
Not sure
Q2
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
Q3
Multiple Choice
Are you considering canceling or closing your account?
Yes, within 30 days
Yes, within 3 months
Considering, no timeline
No
Q4
Multiple Choice
In the last 90 days, have you attempted to cancel, pause, or downgrade?
Yes
No
Q5
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
Q6
Long Text
Briefly describe your top reason in your own words.
Max 600 chars
Q7
Multiple Choice
Which of the following could keep you from canceling? 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
Q8
Multiple Choice
If you are not planning to cancel, what would most increase the product’s value for you?
Lower or simpler fees
Faster transfers and deposits
Higher limits
Better budgeting/insights
More rewards or perks
Easier-to-use app
More integrations (e.g., payroll, accounting)
Access to live human support
Q9
Numeric
If applicable, what discount (as a percent) would make you reconsider canceling? Enter a number from 0 to 100.
Accepts a numeric value
Whole numbers only
Q10
Matrix
Please rate your satisfaction with the following areas in the last 30 days.
Rows
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied
Money transfers
•
•
•
•
•
Card payments
•
•
•
•
•
Budgeting/insights
•
•
•
•
•
Notifications and alerts
•
•
•
•
•
App reliability/performance
•
•
•
•
•
Security and controls
•
•
•
•
•
Q11
Multiple Choice
Which alternatives are you considering or using alongside us?
Traditional bank
Online-only bank
Neobank
Credit union
Payment app
Budgeting app
Crypto platform/exchange
None of the above
Q12
Multiple Choice
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
I am paying attention
I am not paying attention
Q13
Multiple Choice
In the last 90 days, did you contact customer support?
Yes
No
Q14
Rating
If yes, how would you rate that recent support experience?
Scale: 11 (star)
Min: Very poorMax: Excellent
Q15
Rating
How likely are you to recommend our product to a friend or colleague?
Scale: 11 (star)
Min: Not at all likelyMax: Extremely likely
Q16
Multiple Choice
How long have you used our product?
Less than 1 month
1–6 months
6–12 months
1–2 years
More than 2 years
Not sure
Q17
Dropdown
What is your age?
Under 18
18–24
25–34
35–44
45–54
55–64
65 or older
Prefer not to say
Q18
Dropdown
Where do you currently live?
United States
Canada
United Kingdom
European Union
India
Australia/New Zealand
Other
Prefer not to say
Q19
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
Q20
Long Text
Any other feedback you’d like to share to help us improve?
Max 600 chars
Q21
AI Interview
AI Interview: 2 Follow-up Questions on your feedback
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q22
Chat Message
Thank you for your time—your feedback helps us improve!
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