Every reason with its share
See the share of each reason, every typed "Other" answer beside the chart, and how the shares move over time, so a reason that grows after a price change stands out.
Churn surveys
Learn why customers leave, while you can still act on it
Ask the reason on the cancel page, after a downgrade or in an email once a trial ends. Usertick charts every reason, reads what people wrote and tells your success team who is about to leave.
The cancel page is the last place to listen
Customers rarely explain why they leave unless someone asks at the right moment. A churn survey asks on the cancel page, before the last button, when the reason is on their mind and one tap is enough to share it.
With Usertick, the question opens on your cancel, downgrade or delete page, or in an email after a trial or a plan ends. Each answer arrives with the customer's plan and company from your app, so a reason from a large account is easy to spot.
Results shows the share of each reason and how it moves over time, and the AI reads every written answer for its theme and the customer's risk of leaving. Workflows put that answer in front of the success team the same hour, on the HubSpot record or in Slack.
- Plans
- Churn questions, Results and AI reading on every plan, the free plan included
- Where
- On the cancel page, inside it, after a downgrade, or by email and link
- Offers
- A call to action can open your own pause or discount page
- Follow-up
- Slack, Microsoft Teams, alerts, HubSpot and win-back events on every plan
Ask where the decision happens
Each moment comes before or right after a customer leaves, so the answer describes the real reason.
On the cancel page
Show the reasons question inside the cancel page, above the final button, or as a popup when the page opens. A page rule works on every plan, and a click on your Cancel button can open it on 1 survey on Free and on every survey from Starter.
After a downgrade
Ask why on the page that confirms the smaller plan, while the trade-off is fresh, and learn which features customers stop paying for.
Before an account is deleted
Place one question before the last step of deleting an account, with a follow-up on what would have changed their mind.
By email after a trial or a plan ends
Send the reasons question to people whose trial ended or who left this month. The first question sits inside the email, and one tap opens the rest.
See which reasons grow
Results charts every reason and reads every comment, so the cause behind a rise is clear.
The customers who are about to leave
The AI reads each written answer for its type, sentiment and urgency, and the customer's risk: healthy, at risk or about to leave. The inbox shows it beside every response.
The words behind the reason
Select a reason, such as too expensive, and the whole page filters to the people who chose it, with what they wrote and their themes. Once a week reaches 30 responses, the AI reading says what changed and what to do next, including how many customers sound ready to leave.
Win back the customers you can
Workflows send each answer to the person or the tool that can act on it.
The success team hears it the same hour
Post answers from customers at risk to Slack or Microsoft Teams, with buttons to assign the follow-up in Usertick. Every plan.
The reason on the HubSpot record
Write the reason and the reading to the customer's HubSpot contact, and add a task for the account owner to call. Every plan, with the task from Starter.
Missing features into Jira or Linear
Turn "missing a feature" answers into issues grouped by theme, so the product team sees how many customers left over each one. Every plan.
A win-back campaign that starts itself
Send each answer as an event to Customer.io, Klaviyo, Braze or Intercom, and let a campaign there follow up with the right offer. Every plan.
How to run a churn survey with Usertick
Four steps from a template to your first reasons.
- 1
Start from a template
Pick the Cancellation survey, Before you go or Why they downgraded template, or describe your cancel flow to Create with AI.
- 2
Write the reasons and the follow-up
Keep the reasons short, allow "Other", and add a branching rule that sends "too expensive" to a question or an offer of its own.
- 3
Place it on the cancel page
Set a page rule for the cancel page, or open it on your Cancel button. Pass plan and company with Usertick.identify().
- 4
Publish and follow up
Publish the survey, and add a workflow that tells the success team about customers at risk and records the reason in HubSpot.
How to run a churn survey people answer
Six habits that keep the survey short and the reasons honest.
- 01
Ask one question first
Lead with the main reason as a single choice. One tap is easy to give on the way out, and a long form is easy to skip.
- 02
Keep the list short and allow Other
Five or six reasons cover most answers. A typed "Other" catches the rest and often names the reason you missed.
- 03
Never block the exit
Let customers skip the survey and finish canceling. A survey that stands in the way turns a reason into a complaint.
- 04
Make offers fit the reason
Send "too expensive" to a pause or a smaller plan, and "missing a feature" to a question about which one.
- 05
Reach out within a day
Contact customers while the reason is fresh. A note from a person the same day shows that someone read their answer.
- 06
Watch the shares over time
Compare this month's reasons with last month's, so a change in price, product or support shows up as soon as it starts.
Templates and questions for churn and cancellation
Start from a template written for a cancellation, a downgrade or a trial that ended, and change any question.
Templates
Browse all templatesChurnCancellation surveyUnderstand why customers cancel, so you can fix the biggest reasons first. Show it in the cancel flow, just before the final confirmation.
ChurnBefore you goA cancellation flow that asks why, offers a pause instead and learns what would win the customer back. Place it between the cancel button and the final confirmation.
ChurnWhy they downgradedLearn why customers move to a smaller plan, how easy the change was and what would bring them back up. Show it right after a downgrade is confirmed.
ChurnTrial exitLearn why trial users didn't choose a plan, what they expected and what they use instead. Send it by email the day after a trial ends without a purchase.
Questions from the library
Browse the question library- What is the main reason you are leaving?Multiple choice · Churn
- What are you moving to?Text · Churn
- What could we have done to keep you?Text · Churn
- Would pausing your plan have been better than canceling?Yes / No · Churn
- Would you consider coming back later?Yes / No · Churn
- How easy was it to cancel?Customer effort · Cancellations and refunds
- What would have changed your mind about canceling?Text · Cancellations and refunds
- What would make you leave at renewal?Multiple choice · Renewals and staying
Frequently asked questions
A churn survey asks customers why they are leaving, at the moment they cancel, downgrade or close an account, or shortly after. It usually starts with the main reason as a single choice and follows with one open question.
On the cancel page, inside the page above the final button or as a popup when the page opens. A page rule for the cancel page works on every plan, and a click on your own Cancel button or an event from your code can open it, on 1 survey on Free and on every survey from Starter.
Yes. Add a call to action that opens your own pause, discount or downgrade page, and a branching rule can show it only to people who chose a reason such as too expensive. Usertick doesn't change the subscription itself, since it has no connection to your billing tool.
Yes. Send it to a list, such as the people whose trial ended this month. The first question sits inside the email, and a pick opens the survey with that answer filled in. The answer is saved once the person submits.
No. The survey sits on your page, and the customer can skip it and finish canceling. Your code can wait for the survey to close before moving on, or send people to the final confirmation after they submit.
AI reads each response with something written and gives the customer a risk level: healthy, at risk or about to leave. It shows in the inbox beside the answer, Results counts it against the period before, and on every plan a workflow can tell your team.
On every plan, Slack and Microsoft Teams, HubSpot (the reason on the contact, with a task for the owner from Starter), Jira and Linear, and event tools such as Customer.io, Klaviyo, Braze and Intercom, where a win-back campaign can start.
No. Usertick has no connection to your billing data, so it can’t count how many customers leave. Read your churn rate in your billing or analytics tool, and use the survey to learn why it moves.
Yes. Churn questions, branching rules, Results, AI reading and workflows to HubSpot and win-back tools come with every plan, the free plan included. Starter adds button and event triggers on every survey, targeting by plan and more workflows.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
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