This article will guide you on how to create a user survey about churn reasons. You can build a high-quality, conversational survey in seconds using Specific—just click to generate your user churn reasons survey and get started instantly.
Steps to create a survey for users about churn reasons
If you want to save time, just click this link to generate a survey with Specific.
Tell what survey you want.
Done.
You don't even need to read further. AI applies expert knowledge from thousands of surveys and will even ask respondents smart follow-up questions to dig deep for insights. This lets you skip the manual busywork and trust the process—you’ll have a professionally structured survey instantly. If you're interested in a more custom angle, start from scratch with the AI survey generator and experiment freely using your own prompts and ideas.
Why user churn surveys matter
Running a user recognition survey about churn reasons isn’t just another task—it’s your line of sight into what actually drives users to leave. If you’re not digging into churn, you’re missing out on opportunities to fix hidden friction, prevent costly user losses, and keep your roadmap grounded in reality.
Hospitality, travel, and restaurant businesses see customer retention rates as low as 55%—and digital products aren’t that different when it comes to churn risk. That’s huge lost revenue and signals a massive opportunity to improve retention if you can pinpoint why users leave. [1]
The hard truth? 72% of customers will switch brands after a single bad experience. That’s why relying on gut feelings or anecdotal feedback means flying blind. Regular, targeted feedback through these surveys is your best defense. [2]
There’s nothing else that uncovers broken moments, unmet expectations, or feature gaps as efficiently as an honest survey directly from users. If you want continuous improvement, start with direct feedback—the benefits of user feedback range from higher satisfaction to radically reduced churn. [3]
What makes a good survey about churn reasons?
Anyone can fire off a few questions, but great surveys get high-quality responses in quantity. The secret? Strong survey structure, neutral wording, and a friendly tone that puts people at ease.
Here are the essentials we see work best:
Clear, unbiased questions: Avoid leading or loaded phrases. “What made you leave?” is better than “What did you dislike most?”
Conversational tone: People answer more honestly to what sounds like a real person, not a corporate form. Use “we” and “you.”
Visual engagement: Simple, clean layouts and mobile friendliness increase your response rates.
Bad practices | Good practices |
|---|---|
Poorly worded: “Explain why you hate our product.” | Unbiased: “What was your main reason for stopping use?” |
Too formal: “Your feedback will be processed.” | Conversational: “Thanks for sharing! Can you tell us more?” |
The measure of a good survey comes down to two things: lots of responses and meaningful, honest feedback. When both are high, you know your survey design is on point.
Question types and examples for a user survey on churn reasons
A good mix of question types not only keeps respondents engaged, but also ensures you get both broad trends and deeper context.
Open-ended questions let users elaborate and surface unexpected insights. We use these to uncover nuances and root causes. They're perfect when you want authentic stories in your users’ own words.
What was your primary reason for deciding to stop using our product?
Is there anything that could have convinced you to stay?
Single-select multiple-choice questions are great for quickly categorizing answers. Use these to identify the biggest buckets at a glance, while leaving space for detail in open follow-ups.
Which of these factors contributed most to your decision to leave?
Found a better alternative
Price was too high
Lack of support
Missing features
Other
NPS (Net Promoter Score) question format helps benchmark loyalty and predict future churn. Want to see how simple it is? Try generating a NPS survey for users about churn reasons right here.
On a scale from 0-10, how likely are you to recommend our product to others?
Followup questions to uncover “the why”: Automated followups dig deeper into vague replies, surfacing what might otherwise stay hidden. For example, if someone answers “Price,” a smart followup might be: “Can you say more about what felt too expensive?” This drives richer insights.
Can you describe what led you to that decision?
What would have helped solve this issue for you?
If you’re hungry for more ways to phrase questions, check out our guide to the best questions for user churn surveys. You’ll find extra examples and expert suggestions on tailoring surveys by use case.
What is a conversational survey?
Conversational surveys are designed to feel like a chat, not an interrogation. This approach gently nudges people to respond in full sentences, allows for back-and-forth, and adapts to clarify misunderstood points, making it far more conversational and less robotic than typical forms.
With traditional manual surveys, you often have to write your own questions, fuss with logic, and still hope for context in short answers. AI-powered survey generation skips the manual gruntwork: you outline your goals and the platform instantly composes the most effective sequence of questions—complete with logic for follow-ups and analysis. This means better response rates and deeper insights with a fraction of the effort.
manual survey | AI-generated conversational survey |
|---|---|
Manual question writing | AI auto-generates questions & follow-ups |
Static survey, no probing | Dynamic, real-time follow-ups |
Difficult to analyze unstructured data | Instant AI summaries & analysis |
Why use AI for user surveys? The advantage is speed, accuracy, and context: AI survey example flows adapt in real time, prompt users for details if their answers are unclear, and summarize responses so you aren’t buried in raw qualitative data. This is why we built Specific—to create best-in-class conversational user experiences. Whether you’re DIY-ing with our survey editor or using a preset, analyzing results becomes far easier. If you want a breakdown of the entire process, see our guide on how to analyze survey responses with AI.
The power of follow-up questions
Let’s talk power moves. Automated follow-up questions are a game changer for user churn surveys. They’re the secret ingredient behind a truly conversational survey and a core reason AI-driven tools like Specific have changed the game. With the automatic AI follow-up questions feature, you never have to chase respondents down later or send endless clarification emails.
User: “I left because of price.”
AI follow-up: “Can you share what part of our pricing felt expensive or not worthwhile?”
Without that smart second question, you’re stuck guessing what “price” really means—monthly cost, unexpected fees, lack of value? Short, ambiguous responses waste your analysis time and hide patterns that could save you revenue.
How many followups to ask? Generally, 2-3 follow-up questions per main question are enough for rich insights. The trick is to set a cap and allow respondents to skip ahead when they’ve shared enough—Specific lets you toggle this easily, so the process always feels respectful and non-intrusive.
This makes it a conversational survey: Each follow-up builds on the last, turning a static form into something much closer to a live interview—but with the scale benefits of automation.
AI survey response analysis, unstructured data, summarize user feedback: Don’t worry about the flood of open-text answers or conversational data. With AI-powered tools like AI survey response analysis, you can quickly summarize, filter, and chat with your own data to extract the patterns that matter—so it’s actionable, not overwhelming.
This kind of follow-up approach is still new for a lot of teams, but it’s a must-try for anyone serious about understanding the real churn reasons. Go ahead, generate your example survey now and see the difference a few smart follow-ups make.
See this churn reasons survey example now
Get laser-focused insight into why your users leave and discover patterns you’d otherwise miss—create your own survey with effortless AI, expert follow-ups, and instant analysis. Don’t wait to see how conversational surveys can transform your understanding of churn.