Survey example: SaaS Customer survey about churn reasons

This is an example of an AI survey about churn reasons for SaaS customers—see and try the example to understand exactly how it works.

Building truly effective SaaS customer churn reason surveys is notoriously tricky. It's easy to miss root causes, or worse, annoy users with annoying forms that go unanswered.

Specific brings decades of user research expertise into one tool, making us the go-to for mastering surveys that actually uncover real churn drivers. Every tool you see here is powered by Specific’s advanced conversational AI engine.

What is a conversational survey and why AI makes it better for SaaS customers

Getting honest, in-depth answers from SaaS customers about why they leave is hard. Traditional forms feel cold and generic—they leave people skimming, clicking quickly, or dropping out entirely. The AI survey example here turns the process into a familiar chat, making even tough questions easy to answer.

Conversational surveys, powered by AI, adapt the conversation in real time. Instead of a one-size-fits-all form, every response received influences the follow-up, just like a real interviewer would do. Compare that to the tedious, static manual forms that often fall flat.

Recent research reveals AI-powered surveys reach completion rates of 70% to 90%, compared to the 10% to 30% you see with traditional surveys [1]. That’s not just a small gain—it means more of your actual at-risk customers complete the survey, and you get more honest, detailed reasons for churn.

Why use AI for SaaS customer surveys?

• Lower abandonment: AI-driven surveys drop the abandonment rate to 15–25%—less than half that of old-school forms [2].

• Better quality answers: Respondents give more relevant and clear data, which is make-or-break for customer success [3].

• Speed and ease: With an AI survey builder, you start with smart templates, or just describe what you need and let the AI do the heavy lifting.

Specific delivers best-in-class experiences for SaaS teams. The conversational interface makes feedback so easy and engaging that even busy users respond. If you want to dig into building and customizing your own surveys, see more about creating custom AI surveys or check our step-by-step guide: how to create a SaaS customer churn survey.

Automatic follow-up questions based on previous reply

Here’s where Specific’s AI interviews really shine: every answer your SaaS customer gives triggers real-time follow-up questions that feel human, not robotic. It’s like having an expert interviewer chat with each user, clarifying context, motivations, and surfacing insights nobody would volunteer in a boring form. With this approach, your team saves hours on email chasing and data cleanup—just watch the insights roll in.

• User: “I stopped using the tool because it was confusing.”

• AI follow-up: “Could you share a particular moment when the tool felt confusing? Was it a specific feature or part of the setup?”

• User: “It was too expensive.”

• AI follow-up: “Was there a specific price point or plan that felt too high, or was it overall value for the cost?”

If you skip follow-ups, most churn data ends up murky and incomplete. Automated AI follow-up questions are an entirely new concept—try it in this AI survey example and you’ll see why classic surveys can’t compete (learn more about these at AI-powered follow-up questions).

Because followups turn your survey into a two-way conversation, every survey built this way is truly a conversational survey, not just another form.

Easy editing, like magic

With Specific, editing your churn survey is as easy as chatting. Just tell the AI what questions you want to add, remove, rephrase, or follow up on—no confusing builder or tiny fields. Seconds later, your survey is ready, powered by expert-level logic. If you’ve ever wasted hours on legacy survey tools, you’ll appreciate the freedom (more on this at AI survey editor).

Ways to send churn surveys to SaaS customers

AI-powered churn surveys can meet your SaaS customers where they are—whether that’s right inside your app when they’re about to churn, or via a simple shareable survey landing page. Here’s how delivery works:

• Sharable landing page surveys: Perfect for sending to churned customers via email or chat, or posting for former users to answer anonymously. Fast, frictionless, and effective for high-volume outreach.

• In-product surveys: Best for capturing real-time churn feedback at the critical “cancellation” or downgrade moment, right in your SaaS product. Timing is everything—catch them while you can still act.

Most SaaS churn research combines both, so you never miss a reason why users leave or hesitate.

Analyze responses instantly with AI

All that rich, conversational data is automatically summarized and organized by Specific’s AI. Instantly detect themes, hotspots, and key churn drivers—without wrangling spreadsheets, code, or BI tools. Features like automatic topic detection, summary statistics, and even chatting directly with AI about results let you cut straight to the “why”. If you want a breakdown of how this works, see our guide on how to analyze SaaS customer churn reasons survey responses with AI, or explore our powerful AI-powered analysis features.

AI survey analysis transforms mountains of replies into actionable insights—your product, marketing, and CS teams will thank you.

See this churn reasons survey example now

Experience a new standard for churn research: see this AI survey example for SaaS customer churn reasons—it’s interactive, conversational, and built for the modern SaaS team. Get actionable insights, not generic answers. Try it now and see the power of AI-generated surveys in action.