Cancellation and Churn
Understand why customers cancel, which factors contributed and what would have kept them on board.
This template captures the reasons behind a cancellation: the main reason, contributing factors, the willingness to return and an open field for what would have kept the customer. That reveals patterns in churn and gives you angles for improvement and win-back.
When should you use this template?
This template is a great fit for:
- Directly within the cancellation flow (exit survey)
- Shortly after the contract ends or is not renewed
- On a downgrade or a noticeable drop in usage
Every question in this template
- 1Single choice
What is the main reason for your cancellation? *
- Too expensive / value for money
- Missing features
- Too complicated to use
- Poor experience with the service
- Switching to another provider
- No longer needed
- 2Multiple choice
Which factors contributed to your decision?
Select all that apply.
- Price
- Range of features
- Ease of use
- Customer service
- Reliability / stability
- A competitor's offer
- 3Single choice
How likely are you to return to us in the future?
- Very likely
- Rather likely
- Rather unlikely
- Very unlikely
- 4Long text
What could we have done to keep you as a customer?
Frequently asked questions
Why survey customers who are leaving?
Reasons for leaving reveal where your offering misses expectations. These patterns help you improve product, price and service and design win-back measures.
How do I keep the survey short?
This template is intentionally brief: one main reason, a few factors, the likelihood to return and one open question. That keeps the drop-off rate low.
Is the survey GDPR-compliant?
Responses are stored in your DataLion project and can be collected anonymously. No personal data is captured unless you add questions that ask for it.
Start with this template
Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.