Renewal questions that show who will stay and what it takes
Ask customers about the year behind them and the decision ahead, from the value they have had to what would make them leave. Each question below comes with when to ask it and what the answer tells you.
What customer renewal survey questions tell you
Customer renewal survey questions ask customers whether they plan to renew, how much value they have had, what would make renewing an easy yes and what would make them leave. Asked early enough, a risk becomes a conversation before the renewal date turns it into a lost account.
Ask two to three months before the renewal date, by email to the accounts coming up for renewal or inside your web app for their users, and ask again a few weeks before the date for accounts that showed risk. Pick four or five questions, and put the plan review button last.
Each written answer gets a category, a theme and a sentiment, and each response gets an urgency, so a customer who writes about budget cuts reaches your account team first. The inbox gives each response an owner and a status, and workflows can send answers to HubSpot.
- Questions
- 12
- Best asked
- Two to three months before renewal
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 12 renewals and staying questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Where the decision stands
Start with intent and the chances of staying, and learn how far ahead the customer decides.
- 01Yes / No
Do you plan to renew with us?
A plain yes or no on renewing. Select No in Results to filter the page to at-risk accounts, and give each one an owner in the inbox the same week.
- 04Slider
What are the chances you are still with us next year?
The chances, from 0 to 100, that the customer is still with you next year. Results shows the median and the middle half, a forecast in the customer's own numbers.
- 05Multiple choice
How far ahead do you decide on renewals?
How far ahead the customer makes renewal decisions. Results shows each share, which tells you when to send this survey next year.
- 08Number
How many years have you been with us?
How many years the customer has been with you. Use it when your records don't hold the start date, and read the other answers by how long customers have stayed.
The value so far
These show whether customers see what they pay for and how their needs have changed.
- 02Stars
How much value have you had since you joined?
Rates the value the customer has had since joining, in five stars. Read it next to the years question, since a low rating from a long-term customer can mean their needs have moved on.
- 07Customer effort
How easy is it to see what you are paying for?
A customer effort score for seeing what the customer pays for. A low score points to invoices or plan pages that hide the value, which is worth fixing before renewal comes.
- 11Text
What has changed for you since you joined?
What has changed for the customer since joining, such as a new team, budget or goal. Read it next to the value rating to see whether the product kept up with the change.
What would keep or lose them
Ask what would make renewing easy and what would end it, then offer a look at the plan.
- 03Multiple choice
What would make renewing an easy yes?
The one change that would make renewing an easy yes. Results shows each share in a donut, which tells your account team whether to lead with price, a feature or support.
- 06Multiple choice
What would make you leave at renewal?
Every reason that would make the customer leave at renewal. Results shows bars with each share, and selecting a reason shows what else those customers said.
- 09This or that
Which would keep you longer?
A lower price against more help from your team. The split bar shows which offer customers say would keep them longer, before you plan a renewal offer.
- 10Text
What has to be true for you to stay another year?
What has to be true for the customer to stay another year. The answers read as a checklist for each account, so pass them to whoever owns the renewal.
- 12Call to action
Want to look at your plan before it renews?
A button to the customer's plan page. Put it last, so a customer who is unsure can check what they pay for and change the plan before it renews.
Tips for asking about renewals and staying
Small choices that get honest, useful answers.
- 01
Ask months ahead
Send the survey two to three months before the renewal date, so there is time to act on what customers say.
- 02
Follow up on every No
Give each customer who doesn't plan to renew an owner in the inbox, and reach out within a week.
- 03
Ask the buyer and the users
Ask the person who decides by email and the people who use the product inside your web app, since both views shape the renewal.
- 04
Time next year by this year
Use the answers on how far ahead customers decide to set when next year's survey goes out.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about renewals and staying
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Two to three months before the renewal date. Usertick sends to a contact list now or on a date up to 30 days ahead, with no recurring or automatic sends, so schedule each batch of upcoming renewals yourself.
Four or five. Pick whether customers plan to renew, the value they have had, what would make renewing easy and what would make them leave.
Yes. Send the survey by email to a contact list of those accounts, or from Starter target signed-in users by a trait such as their renewal month.
The person who decides on the renewal and the people who use the product every day. Ask them in separate surveys so their answers can be read apart.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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