A proactive survey designed to identify and understand users who are at risk of churning. It targets users showing disengagement signals — declining logins, reduced feature usage, or approaching contract end — and gathers feedback that can inform retention interventions.
Trigger this survey when a user's engagement score drops below a defined threshold, such as 50% fewer logins compared to their average, no activity in 14 days, or 30 days before their subscription renewal date.
Frame the survey as a genuine check-in rather than a data collection exercise — "We noticed you haven't been around much lately. Everything okay?" This empathetic tone increases response rates.
Present a single satisfaction question: "Overall, how satisfied are you with [Product] right now?" on a 1-5 scale. Keep it short and non-threatening.
Show a multiple-choice question with common churn reasons: "Too expensive," "Missing a key feature," "Switched to a competitor," "Not using it enough," "Too complicated." Allow "Other" with a text field.
For each selected reason, show a tailored follow-up. For "Too expensive," ask about budget. For "Missing a feature," ask which feature. This specificity turns feedback into action items.
Based on the responses, present a personalized offer — a discount, a free training session, a feature preview, or a call with a product expert. The goal is to re-engage the user before they cancel.
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