Don’t just let customers leave —learn why! Use our Product Churn Template to gather insights and boost retention. Act now to prevent churn and make data-driven decisions that improve your product.
Every lost customer is a chance to improve. Zonka Feedback’s Product Churn Template helps you collect essential churn data from customers who’ve left, understand their reasons, and take action to prevent further churn. Use these insights to enhance your product and boost customer retention, and make informed decisions that keep your users loyal over time.
2
5
1 min
The questions in the Product Churn Template are designed to dig deep into the churn reasons and uncover actionable insights. These carefully crafted questions help you identify patterns in customer behavior, understand dissatisfaction, and collect detailed feedback that drives targeted improvements.
1. Could you please let us know why you canceled your subscription?
Missing features I needed
The software is expensive
The project is over
Not sure how to use the tool
Other reasons
2. Any other feedback you'd like to share with us? (optional)
Customizing basic churn survey questions with Zonka Feedback’s Product Churn Template ensures you gather the most relevant feedback for your business. While the default questions are designed to uncover key churn reasons, tailoring the survey to your specific use cases can yield even more valuable insights.
Pricing Concerns - If pricing is a frequent reason for customer churn, add questions that dig deeper into this area:
Did you feel the pricing matched the value of the product?
Would a more flexible pricing model have changed your decision to leave?
These questions help you determine if you understand whether customers found your pricing competitive or if alternative options or better solution that could have kept them.
Product Satisfaction - To explore dissatisfaction with your product, customize the survey to focus on product-related pain points:
Which feature(s) were you expecting but found missing?
Were there any performance issues that led to your decision to stop using the product?
This helps you identify missing features or performance issues that directly contribute to customer churn.
Customer Support Experience - If your customer support plays a role in retention, tailor questions to understand how this area could be improved:
How satisfied were you with the responsiveness of our customer support?
Did our team resolve your issue effectively?
By targeting these questions, you can uncover customer feedback on whether customer service influenced their decision to leave.
Onboarding and User Experience - If poor onboarding or user experience contributes to churn, address these areas:
Was the onboarding process clear and helpful for you?
Did you face any challenges while using our product for the first time?
Understanding the initial user experience is crucial in preventing early churn.
Custom Features for Specific Audiences - Depending on your business type (SaaS, e-commerce, etc.), certain questions might be more relevant to your audience. For example:
SaaS: Did the product integrate smoothly with your existing tools?
E-commerce: Did you find our checkout process smooth and user-friendly?
Unlock the potential of Zonka Feedback’s Product Churn Template to collect valuable feedback from customers who’ve left, understand the reasons behind customer churn, and take action to prevent future loss. Follow these steps to gather actionable insights, reduce churn rates, and boost customer retention.
Get Started with a Free Trial - Begin by signing up for a free trial with Zonka Feedback. Once you're in, navigate to the feedback form templates section and find the Product Churn Template. Click 'Edit this Template' to begin customizing it to align with your company’s goals.
Personalize Your Churn Survey - Customizing your churn survey ensures that it gathers the most relevant information from customers. Here’s how to make it more effective:
Add Your Brand’s Style: Customize the form with your logo and brand colors, ensuring the survey feels integrated with your brand identity.
Tailor the Questions: Modify the churn survey questions to understand why customers left—focusing on factors like pricing, product dissatisfaction, or service quality.
Use Smart Logic: Set up logic in your survey to ask follow-up questions based on the user’s answers, making it more personalized and relevant.
Prefill Fields: Save users time by prefilling fields like their account details or previous customer interactions.
Multi-Language Options: Choose from different languages so customers can fill out the survey in their preferred language, no matter where they are located.
Preview Your Churn Survey - Before sending the survey, use Zonka Feedback’s preview feature to ensure the form looks polished and the questions are clear. Check that the survey flows seamlessly, engages customers, and is ready to collect the churn data you need.
Distribute Your Churn Survey -Zonka Feedback offers multiple ways to distribute your churn survey for maximum reach. You can embed the survey directly within your app to capture real-time feedback, send personalized email surveys to customers who’ve recently canceled or become inactive, or integrate the survey on your website’s exit pages to gather insights before customers leave.
Seamless Integration:
Sync with CRM: Link customer churn data with CRM systems like Salesforce or HubSpot to track interactions and manage churned customers.
Link with Helpdesk: Automatically trigger churn surveys after a customer support interaction to gather feedback on their experience.
Customize Integrations: Use custom integrations to fit Zonka Feedback into your current workflow, ensuring easy collection of churn feedback and analysis.
Effortless Automation:
Auto-Trigger Surveys: Automate churn surveys to be sent after key customer interactions, such as canceled subscriptions or prolonged inactivity, ensuring you never miss collecting feedback.
Manage Workflow: Streamline how feedback is processed, allowing your team to respond to churn reasons and customer feedback in real time.
Multi-Channel Distribution: Reach churned customers through automated channels like email, in-app messages, or website exit pop-ups, ensuring a seamless and timely feedback collection process with Zonka Feedback's Product Churn Template.
Powerful Analysis:
Quick Overview Reports: Get instant reports that highlight key reasons for churn and give you a snapshot of your current churn rate.
Track Churn Trends: Monitor trends over time to identify which churn reasons are becoming more common and act on them.
Detailed Analysis: Dive deeper into open-ended responses to understand the nuances of customer dissatisfaction.
Thematic Analysis: Automatically categorize feedback into themes such as pricing, product features, and support issues, making it easier to prioritize improvements.
AI-Driven Insights: Use AI to generate deeper insights into customer emotions, providing more context on why they decided to churn.
Actionable Insights:
Personalized Follow-Ups: Send tailored responses to churned customers based on their feedback, addressing their concerns and showing that their feedback matters.
Resolve Issues Promptly: Convert feedback into actionable tasks to address technical issues, pricing concerns, or product dissatisfaction and prevent future churn.
Collaborate Across Teams: Share insights with marketing, product, and customer service teams to refine your offering based on churn survey results.
Choosing the right channel to share your Product Churn Survey is crucial for collecting customer's product feedback and gathering actionable insights from your audience. Zonka allows you to reach your customers through various channels, ensuring that you collect the most relevant feedback in a timely manner. Here are the most effective ways to distribute your churn survey:
In-App Feedback - Placing your churn survey directly in-app is a powerful way to capture real-time feedback from users who are actively using or disengaging from your product. This method provides:
Immediate Responses: Reach customers when they’re considering leaving, giving you instant feedback on why they’re churning.
Frictionless Experience: Users can share feedback without leaving your app, which enhances response rates by making the process convenient.
Website Integration - For businesses with a strong web presence, integrating the churn survey into your website offers an easy way to collect feedback:
Wide Reach: Capture feedback from a larger audience, including users who may not use the app but frequently visit your website.
Conversion Insights: Understand why visitors may not convert into paying customers or why existing users might discontinue their subscription, helping you refine your offerings.
Email Campaigns - Email surveys are a reliable method for collecting customer feedback, especially from churned users who no longer engage with your app or website regularly:
Convenience: Customers can respond to the survey at their own pace, providing more thoughtful feedback.
Targeted Outreach: Use email to re-engage customers who’ve been inactive or recently canceled, gaining insights into what caused their disengagement.
Implementing a customer churn survey is a proactive way to understand why customers leave and how you can improve retention. By leveraging Zonka Feedback’s churn survey template, businesses gain access to valuable feedback that can directly shape their product and service strategies to increase customer retention. Here are the key benefits of using this churn survey template:
Understanding the main reason why churned customers leave is critical. This survey allows you to identify common issues, whether it's technical issues related to pricing, product features, or customer service, helping you pinpoint churn reasons and take action to address them.
The survey gives businesses the ability to improve retention by gathering insights from the users who decided to leave. By analyzing these responses, companies can spot trends and make data-driven improvements that resonate with their remaining customers. For example, you can create better onboarding processes or optimize key product features.
By segmenting your churn data through cohort analysis, you can identify patterns among different customer groups. This helps you understand how saas metrics like usage frequency, product interaction, or pricing concerns impact churn rates, and allows you to refine your strategy for each customer cohort.
Use tools like Google Sheets to easily manage and share the churn data collected from your surveys with your team. This makes collaboration smoother, ensuring every department has access to valuable feedback for improving customer satisfaction.
This basic survey format allows users to express their thoughts and decide what they feel is lacking, giving you valuable insights into most users’ pain points. When customers feel heard, it not only gives you valuable feedback but can also foster loyalty, as most users appreciate having a voice in the future of your product.
By acting on the insights gathered through the survey, businesses can create a more seamless user experience, address churn reasons, and reduce overall churn rates. Proactively identifying and solving common issues improves both overall experience with the product and customer satisfaction, ensuring you can retain more users over time.
No one likes losing customers, but understanding why they leave is crucial. A churn survey helps you pinpoint common issues and improve customer retention. With Zonka Feedback’s integrations, you can easily send your churn rate data to tools like Slack, ensuring the right team members receive the feedback instantly, making it easier to take action and reduce your churn rate.
Keep the churn survey simple and to the point, as customers leaving won’t want to spend much time on it. Start by asking why they’re leaving, using options like picture-choice questions with an "other" option. Follow up with questions that allow them to elaborate, such as asking for alternative solutions they’ve found. Finally, add a name and email field to give yourself a chance to re-engage with them in the future.
You can distribute your churn survey template through various channels—trigger it via email or SMS once a customer cancels their account or use a QR code at physical touchpoints. Even without internet, you can gather feedback through offline surveys on kiosks, mobile devices, or tablets.
Absolutely! Zonka Feedback’s template is fully customizable, allowing you to create it to tailor questions for different customer segments or even different cohorts together. This helps you gather more relevant feedback and take targeted actions based on the needs of each group.
With Zonka Feedback’s comprehensive results panel, you can easily visualize and analyze responses, helping you pinpoint common issues causing churn. The platform allows you to integrate with CRMs and other tools to track trends, and send churn data, enabling you to make data-driven decisions to improve your retention strategy.
Introducing User Segmentation — Deliver surveys and feedback forms with precise targeting using powerful User Segments. 
Web Surveys%201.svg)
Email Surveys%201.svg)
SMS Surveys%201%20(1).svg)
In-Product Feedback%201.svg)
In-App Feedback%201.svg)
Offline Surveys
.svg)
%201%20(1).svg)
.svg)
.svg)
Salesforce 
HubSpot
ActiveCampaign
Pipedrive
Mailchimp
Zendesk 
Intercom
Freshdesk
HelpScout 
Front
Jira
Slack 
MS Teams
Webex
Zoom
Google Sheets 
Zapier 
Integrately
Make 
Webhooks 
Developer APIs
