Subscription Retention & Win-Back Offer Testing Survey

Welcome! We're conducting a short survey (approximately 11 minutes) to understand your experience with your subscription and explore ways we can better serve you. Your participation is completely voluntary, and you may stop at any time. There are no right or wrong answers — we're interested in your honest opinions. All responses are confidential and will be reported in aggregate only. Please click 'Next' to begin.

Which of the following best describes your current subscription plans?

• I plan to cancel in the next 30 days
• I'm undecided and considering canceling
• I'm staying for now but evaluating alternatives
• I do not plan to cancel

How often do you typically use this product or service?

• Daily
• Several times a week
• Weekly
• Less than weekly
• Rarely

How long have you been using this product or service?

• Less than 1 month
• 1–6 months
• 6–12 months
• 1–2 years
• More than 2 years

Please rank the following factors by how important they are in keeping you subscribed, from most to least important.

1. Content or selection meets my needs
2. Easy to use
3. Good value for the price
4. Responsive customer support
5. Integrations with my other tools
6. Reliable performance

If you have canceled or are considering canceling, what are the main reasons? Please select up to three.

• Price or cost
• Not using it enough
• Missing features I need
• Found a better alternative
• Product bugs or reliability issues
• Hard to use
• Billing or payment issues
• Customer support quality
• Company or policy concerns
• Other (please specify)

How price-sensitive are you when it comes to this subscription?

Which of the following offers would most increase your likelihood of staying? Please select up to three.

• Temporary discount on current plan
• Downgrade to a lower-cost plan
• Pause billing for up to 3 months
• Include an add-on feature for free
• Priority customer support for 6 months
• Extended early access to new features
• Data migration or setup assistance
• Longer payment cycle with savings (e.g., annual billing)
• Other (please specify)

How persuasive would a temporary discount be in keeping you subscribed?

How persuasive would a billing pause (up to 3 months) be in keeping you subscribed?

How persuasive would a plan downgrade at a lower price be in keeping you subscribed?

If a discount were offered, what percentage would make you likely to continue for at least 3 more months?

• 10% or less
• 11–20%
• 21–30%
• 31–40%
• 41–50%
• More than 50%
• No discount would change my mind

At what monthly price point would you definitely continue your subscription?

• Under $10
• $10–$24
• $25–$49
• $50–$74
• $75–$99
• $100–$149
• $150–$199
• $200 or more
• No price would change my decision

Please rank the following potential improvements by how much they would increase your likelihood to stay, from most to least impactful.

1. Improved product reliability and fewer bugs
2. New features based on user feedback
3. Better customer support responsiveness
4. More flexible pricing or plan options
5. Improved user interface and ease of use
6. Better integrations with other tools

If we publicly committed to a product roadmap addressing your top concerns, how would that affect your likelihood to stay?

If we provided your preferred offer from above, how likely would you be to continue your subscription?

Thinking about everything that could change, how likely are you to still be a subscriber 6 months from now?

In your own words, what single change would most convince you to continue your subscription?

Based on your responses throughout this survey, we'd like to explore a bit further what would keep you as a subscriber. Please share your thoughts and our moderator will ask a couple of follow-up questions.

Which best describes your role in choosing or renewing this subscription?

• Decision-maker
• Influencer
• End user only
• Procurement or Finance
• Other

What type of subscription plan do you currently have?

• Individual
• Team (2–10 users)
• Business (11–100 users)
• Enterprise (100+ users)
• Not sure

Approximately how much do you or your organization spend per month on this subscription?

• Under $25
• $25–$49
• $50–$99
• $100–$199
• $200 or more
• Prefer not to say

Approximately when does your subscription next renew?

• Within the next 30 days
• In 1–3 months
• In 3–6 months
• In 6–12 months
• More than 12 months from now
• I'm not sure

Which region are you located in?

• North America
• Latin America
• Europe
• Middle East/Africa
• Asia
• Oceania
• Prefer not to say

Thank you for your time — your responses have been recorded and will be used to improve your experience. We appreciate your candid feedback.