Q01
Message
All templates
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.
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
Opinion Scale
How satisfied are you with the transparency and fairness of fees and pricing?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q04
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
Q05
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
Q06
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
Q07
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
Q08
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?
Q09
Dropdown
What is your age?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65 or older
- Prefer not to say
Q10
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].
Q11
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
Q12
Opinion Scale
How satisfied are you with the speed and reliability of transfers and deposits?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q13
Multiple Choice
In the last 90 days, have you attempted to cancel, pause, or downgrade your account?
- Yes
- No
Q14
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
Q15
Opinion Scale
How likely are you to still be using our product 6 months from now?
Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q16
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.
Q17
Dropdown
Where do you currently live?
- United States
- Canada
- United Kingdom
- European Union
- India
- Australia/New Zealand
- Other
- Prefer not to say
Q18
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
Q19
Opinion Scale
How satisfied are you with app performance and reliability?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q20
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
Q21
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
Q22
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
Q23
Opinion Scale
How satisfied are you with account security and privacy protections?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q24
Long Text
In a few words, what is the single biggest factor influencing your decision?
Q25
Opinion Scale
How satisfied are you with the features and tools available to you?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q26
Opinion Scale
How satisfied are you with the overall ease of use of the product?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q27
Opinion Scale
How satisfied are you with customer support when you've needed it?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
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
- AI follow-ups automatically dig deeper when respondents report low satisfaction, uncovering root causes that static surveys miss
- Academic-grade scale construction with rubric-checked questions—no leading language or attention checks that bias results
- Every prompt, model, and logic branch is fully transparent and logged for reproducibility, unlike black-box competitor analytics
- AI interviewer dynamically follows up on churn reasons—if a customer says 'too expensive,' it probes whether that's absolute cost, perceived value, or competitive pricing
- Separate templates for exit diagnostic vs. win-back capture both the 'why they left' and 'what would bring them back' with distinct methodological approaches
SurveyMonkey
Customer Satisfaction Survey TemplateSurveyMonkey's flagship CSAT template is expert-certified and widely used, covering overall satisfaction, NPS, and CES together. It offers solid distribution channels (email, SMS, web links, QR codes) and built-in CSAT score calculation. However, it relies entirely on static pre-written questions with no adaptive probing.
What it does well
- Expert-certified methodology with built-in CSAT scoring formula and industry benchmarks
- Extensive distribution options including SMS, email, web links, and QR codes
- Large ecosystem with 400+ templates and cross-template metric comparison
Where it falls short
- No AI-powered follow-up questions—open-ended responses are passive, not probed
- Relies on demographic segmentation after the fact rather than real-time adaptive questioning
- Paid plans required for advanced features; Team plans range from $25-$75/user/month which adds up fast
Typeform
Top Customer Satisfaction Survey Questions & TemplateTypeform emphasizes a conversational, one-question-at-a-time interface designed to feel like a conversation rather than a form. Their CSAT template has good UX advice around avoiding bias and question timing, but ultimately all branching is pre-defined—there's no intelligent adaptation based on responses.
What it does well
- Beautiful conversational UI that asks one question at a time, boosting completion rates
- Strong guidance on avoiding biased language and proper survey timing
- 300+ integrations with tools like Slack, HubSpot, and Google Sheets
Where it falls short
- No AI follow-up capability—branching logic must be manually pre-configured for every path
- No prompt or model transparency; the 'conversational' feel is purely visual, not intelligent
- Limited methodological rigor—templates are light on proper academic scale construction
SurveySparrow
FREE Customer Satisfaction Survey TemplateSurveySparrow's CSAT template features a chat-like interface and claims 40% higher response rates. It includes recurring survey scheduling, multi-channel distribution, and conditional logic. However, its AI capabilities are limited to text analytics on collected responses rather than intelligent in-survey probing.
What it does well
- Chat-like conversational interface with claimed 40% higher response rates
- Recurring survey scheduling for automated pulse checks over time
- Conditional logic with skip/display rules to reduce survey fatigue
Where it falls short
- AI features limited to post-collection text analytics (CogniVue)—no in-survey AI follow-ups
- No transparency into how their AI text analytics models work or what prompts drive analysis
- Template questions are generic and not tailored to specific CX touchpoints like chatbot handoffs or checkout friction
Jotform
Online Shopping SurveyJotform's online shopping survey template is a basic form-builder approach—fully customizable with drag-and-drop, 100+ integrations, and free to use. It's functional but lacks any CX-specific methodology, AI capabilities, or sophisticated survey design principles.
What it does well
- Completely free with no-code drag-and-drop customization
- 100+ integrations including Google Drive, Dropbox, and Airtable
- Report Builder tool for analyzing responses visually
Where it falls short
- No AI-powered follow-ups or intelligent branching—purely static form fields
- No built-in CSAT scoring, CES calculation, or CX-specific methodology
- Generic shopping survey questions with no academic rigor or validated scale construction
Qualtrics
Customer Retention Survey Best PracticesQualtrics offers enterprise-grade CX measurement with advanced features like Predict iQ for churn prediction and conversational analytics. Their approach is the most sophisticated among competitors, but it comes at enterprise pricing that's prohibitive for academics and small teams, and their AI operates as a black box.
What it does well
- Predict iQ can analyze research data to predict which customers are about to churn
- Conversational analytics for understanding emotion, effort, intent and sentiment at scale
- Enterprise-grade action planning and closed-loop ticketing based on survey triggers
Where it falls short
- Enterprise pricing is prohibitive for academics, startups, and small CX teams
- AI analytics operate as a black box—no visibility into prompts, models, or logic flows
- Templates are gated behind sales conversations; no free self-serve template access for most CX use cases
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.