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Churn Survey

Why is it useful?

The Churn Survey helps you identify why users cancel their subscriptions, allowing you to take targeted action to improve retention rates. By understanding the root causes of churn, you can implement strategies like product improvements, pricing adjustments, or enhanced customer support to keep more customers engaged.

How to get started:

Once you have setup the Formbricks Widget, you have two ways to pre-segment your user base: Based on events and based on attributes. Soon, you will also be able to import cohorts from PostHog with just a few clicks.

Step-by-step manual

What is the Churn Survey template mostly used for?

The Churn Survey is designed to gather essential feedback from users who decide to cancel their subscription. The survey starts by asking users to specify the primary reason for their cancellation from a set of predefined options like usability issues, pricing concerns, missing features, or poor customer support. This allows companies to quickly identify the most common pain points.

Following this, users are encouraged to provide additional open-text feedback, offering deeper insights into what could have improved their experience. By allowing space for open-ended responses, companies can gather qualitative data that helps inform more nuanced improvements in product and service offerings.

To retain customers, the survey offers a solution-focused approach. For instance, users who find the product too expensive are presented with a discount offer, and those unhappy with customer service can escalate their issue directly to leadership. This allows businesses to take immediate action to try and retain users who might otherwise leave.

Finally, the survey can be seamlessly integrated into apps and websites, and the collected data can be used to trigger automated follow-ups or inform broader retention strategies. By capturing the motivations behind cancellations, the Churn Survey empowers teams to focus on high-impact improvements and develop targeted initiatives to minimize churn rates.