Customer Churn Survey
1) How long had you been using our product or service before deciding to leave?
Less than 1 month
1–3 months
4–6 months
7–12 months
1–2 years
More than 2 years
2) When did you decide to stop using our product or service?
3) What was the primary reason you decided to leave?
Price was too high
Product did not meet my needs
Missing features
Product was too difficult to use
Poor product performance or reliability
Poor customer support
Found a better alternative
Business or personal circumstances changed
No longer needed the product
Other
4) Which other factors contributed to your decision to leave?
Please select at least 1 choice.
Price
Product functionality
Missing features
Ease of use
Performance or reliability
Customer support
Competitor offering
Integration limitations
Lack of innovation
Contract or billing terms
Security or privacy concerns
Other
5) How satisfied were you with the overall value you received from our product or service?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
6) How would you rate the overall quality of our product or service?
Excellent
Very good
Good
Fair
Poor
7) How easy was it to use our product or service?
Very easy
Easy
Neither easy nor difficult
Difficult
Very difficult
8) How satisfied were you with the features and functionality available to you?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
9) Which features or capabilities were missing or insufficient for your needs?
10) How satisfied were you with the reliability and performance of our product or service?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
11) How satisfied were you with the customer support you received?
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
I did not contact customer support
12) How did our pricing compare with the value you received?
Excellent value
Good value
Fair value
Poor value
Very poor value
13) Did you switch to another product or service after leaving us?
Yes
No
I am still evaluating alternatives
14) If you switched to another provider, which one did you choose?
15) What did the alternative provider offer that influenced your decision?
Please select at least 1 choice.
Lower price
Better features
Better performance
Better ease of use
Better customer support
Better integrations
Better reliability
Better overall value
More suitable for my specific needs
Other
16) How likely would you have been to remain a customer if we had addressed your main concern?
Very likely
Likely
Neither likely nor unlikely
Unlikely
Very unlikely
17) What could we have done differently to prevent you from leaving?
18) Would you consider using our product or service again in the future?
Definitely yes
Probably yes
Not sure
Probably no
Definitely no
19) What improvements would make you consider returning?
20) How likely are you to recommend our product or service to others despite leaving?
Very likely
Likely
Neither likely nor unlikely
Unlikely
Very unlikely
21) Is there anything else you would like us to know about your decision to leave?
22) If we could address only one issue, what should we prioritize?
Pricing
Product features
Ease of use
Performance and reliability
Customer support
Integrations
Product innovation
Other
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