By Olli, founder of Produktly · Updated 2026-05-18
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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