FeedPulse
Churn SurveySaaS

Churn Survey for SaaS

Understand why customers cancel their SaaS subscriptions.

When to Use

Trigger immediately when a customer initiates cancellation or downgrade.

Survey Questions (10)

1

What is the primary reason for canceling?

Multiple Choice
  • Too expensive
  • Missing features
  • Switched to competitor
  • No longer needed
  • Poor support experience
2

How satisfied were you with the product overall?

Scale
3

How well did the product meet your expectations?

Scale
4

How would you rate the value for money?

Scale
5

How often were you using the product before deciding to cancel?

Multiple Choice
  • Daily
  • Weekly
  • Monthly
  • Rarely
  • I stopped using it
6

How would you rate our customer support?

Scale
7

Is there anything we could have done to keep you?

Open-Ended
8

What would need to change for you to consider returning?

Open-Ended
9

Which competitor or alternative are you considering?

Open-Ended
10

Any final feedback for our team?

Open-Ended

Best Practices

  • Keep it short - churning customers have low motivation to respond
  • Offer a retention incentive if appropriate
  • Route responses to the customer success team in real time
  • Categorize reasons to identify systemic issues

Related Templates

Churn Survey for EcommerceChurn Survey for FintechChurn Survey for EducationNPS Survey for SaaSCSAT Survey for SaaSCES Survey for SaaS

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