A ready-to-use conversational survey
Ask customers who stopped buying what changed, whether they told you, and how the business they use now compares. Anyone open to a chat can ask for a call.
Free to customize. No code needed.
The real thing. Go ahead, try it.
Use this templateWhat's inside
What a respondent is asked, in order.
We noticed we haven't seen you in a while. Would you tell us what changed? It takes about three minutes.
How long were you buying from us?
Roughly when did you last buy from us?
What changed that made you stop?
Compared with what else is out there, how did our price feel?
When did you first notice it, and what happened?
Did you mention any of this to us before you stopped?
Where do you get this now?
How does the business you use now compare with us?
Before things changed, how happy were you with us?
What would we need to change for you to buy from us again?
Would you be open to a short call about your experience?
Great, what's the best email to reach you?
Endings
Thank you for being honest with us
Thanks, we'll be in touch 📞
Where each answer leads. Every route here is editable once the form is yours.
Dropdown
Single select
Single select
Single select
Long text
Yes / No
Single select
Matrix
Rating
Long text
Yes / No
A little guidance
Make the most of your next ask.
Start with the question about whether people told you before they stopped. Every loss where the answer is no is one you had no chance to prevent, so look at what those customers had in common and where they might have spoken up. Then group the reasons by how long each person was a customer, and read the comparison grid for the rows where rivals keep coming out ahead. Email everyone who agreed to a call within a few days.
What changed, whether the customer raised it with you, where they buy now and how that compares, and what would bring them back. Keep it short, because they owe you nothing.
Once a customer has gone quiet for longer than their usual gap between purchases. Waiting much longer than that means the reason has blurred and fewer people reply.
A churn survey usually runs at the moment someone cancels a subscription. A customer loss survey goes to people who simply stopped buying, often without telling you, so it also asks whether they ever raised the problem.
Not directly. Its first job is to understand the decision. This version offers a call only to people who say yes, and promises it will not be a sales pitch.
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