Questions it can answer
- Why are customers leaving?
- What could we be doing better?
- Where should we improve our product or service?
What is a customer churn survey?
Customer churn surveys explore why a customer has canceled a subscription or stopped using a product. They gather valuable real-time feedback on the reasons why people are choosing not to continue using a product or service. Continually running a Churn Survey enables patterns and trends to be identified around what is causing people to leave. People completing Churn Surveys have already decided to leave, so ensure they’re short to maximize uptake.
Advantages
- Easy to track over time
- Short survey
- Alerts teams to problems
Limitations
- Might not be enough data
- Hard to get responses
- Could get skewed feedback