Usertick
Start free
Customer health check survey template

Spot the accounts at risk, while there is still time to keep them

Eight questions for active accounts twice a year: how often they use you, how well you solve their main problem, how you compare, whether they are looking elsewhere and how sure they are to stay. Usertick reads every written answer and gives each response a customer risk reading.

Get started freeAll templates

What this customer health check tells you

A customer health check survey asks active accounts how they use and rate your product, so you see the ones drifting away before renewal. This template takes a little over two minutes: usage, how well you solve their main problem, how you compare with alternatives, whether they are looking at other tools, what would make them cancel, how likely they are to stay a year, and one change they would make.

It is written for an email to the main contacts on active accounts every six months. Usertick doesn't repeat a send on its own, so send or schedule each round by hand, with Skip people who already received this survey turned off for the second round. The link also fits in a business review deck or a customer success email.

Results shows the share of each answer against the period before, the rating with the share who rated it 4 or higher, and the share looking at other tools. Usertick reads each written answer and gives every response an urgency and a customer risk reading, so the accounts to call first are easy to find in the inbox.

In an emailAs a linkOn your websiteAs a conversation
Questions
8
Time to answer
About 2 minutes
Written for
An email to active accounts, every six months
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 8 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 8 · Multiple choice

How often do you use our product?

Why ask it
Usage frequency is the earliest sign of a drifting account: a team that used you daily and now uses you monthly is at risk before anyone says so.
What you learn
A donut with the share of each frequency, over time as stacked shares. Select Rarely to see how those accounts answer the renewal question.
Make it yours
Compare the answers with your own usage data, since a gap between the two can show accounts that no longer see the value.
Question 2 of 8 · Stars

How well does our product solve the main problem you bought it for?

Why ask it
Customers renew for the problem they bought you to solve. This rating asks about that problem directly, apart from features or support.
What you learn
The average, a bar per rating and the share who rated it 4 or higher, compared with the period before.
Make it yours
Read low ratings with question 8, where customers name the change that would fix it.
Question 3 of 8 · Multiple choice

Compared with other options you've used or looked at, how are we doing?

Why ask it
Customers compare you with tools they used before or saw in a demo. A relative answer shows whether a competitor is gaining ground.
What you learn
A donut with the share of each answer from Much better to Much worse. Select Somewhat worse and Much worse to read what those accounts would change.
Make it yours
Watch the share of the two worse answers each round, since a rise there is an early warning for the next renewals.
Question 4 of 8 · Yes / No

Are you looking at other tools at the moment?

Why ask it
Looking at other tools is a direct risk signal, and it decides the next question: if No, the survey skips to question 6.
What you learn
The share that said yes, compared with the period before. Select Yes to filter the page to accounts that are shopping around.
Make it yours
Keep the skip, so accounts that aren't looking never see the question about which tools.
Question 5 of 8 · Text · Optional

Which ones, and what made you start looking?

Why ask it
Accounts that are looking name the tools and the trigger, such as a price rise, a missing feature or a new manager.
What you learn
Usertick reads each answer, gives it a category and a theme, such as pricing and plans or features and gaps, and gives the response an urgency.
Make it yours
Give every answer here an owner in the inbox the same week, since these accounts are already comparing.
Question 6 of 8 · Text · Optional

What would make you seriously consider canceling?

Why ask it
Every account reaches this question. Asking what would make them cancel shows the line before they cross it.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends.
Make it yours
Share the top themes with the product and pricing teams after each round.
Question 7 of 8 · Multiple choice

How likely are you to still be a customer 12 months from now?

Why ask it
A plain likelihood of staying for a year gives customer success one answer per account to sort by.
What you learn
A donut with the share of each answer from Very likely to Very unlikely, and the shares over time. Select Unlikely and Very unlikely to see the accounts to call first.
Make it yours
On every plan, sync this answer to the HubSpot contact with a workflow, so the account owner sees it in the CRM.
Question 8 of 8 · Text · Optional

If you could change one thing about our product, what would it be?

Why ask it
One change per account, in the customer's words, gives you a list of fixes from the people paying for the product.
What you learn
Usertick reads each answer as it arrives and files it under a category and a theme from your list, with a type such as an idea or a complaint.
Make it yours
Keep it optional and last, so customers in a hurry still send the scored answers.

What the answers show

Results turns each question into numbers you can follow week by week.

How well does our product solve the main problem you bought it for?

The average rating and the share who gave 4 or 5 stars, against the period before.

How often do you use our product?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Compared with other options you've used or looked at, how are we doing?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Customer health check in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Ask the people who decide

    Send it to the person who renews the contract and to one daily user per account, since the two can see the product very differently.

  2. 02

    Run it before renewals

    Time each round a few months before most of your renewals, so there is room to act on the risk you find.

  3. 03

    Call the at-risk accounts

    Filter the inbox by urgency and give each high-urgency response an owner, so a customer success manager calls within the week.

  4. 04

    Alert on a falling rating

    On every plan, a workflow alert posts to Slack or Microsoft Teams when the average rating on question 2 drops below a line over a time window.

Churn surveysSaaS surveysEmail surveysChurn questions

More retention templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
RetentionEmail and notification volumeCheck whether you send too many notifications, which ones people value and where they want them. Send it to active users once a year.
RetentionLow engagementAsk users who have stopped coming back why, with a follow-up question for each reason, so you can win back the ones you can. Send it to users who haven't been active for 30 days.
ProductProduct feedbackGive users one place to share what they think of the product, sorted by area so it reaches the right team. Run it as an always-on feedback button inside your app.
OnboardingOnboarding feedbackLearn how the first steps in your product felt, what new users came to do and where they got stuck. Trigger it when someone finishes setup or on their third day.

Questions from the library

Browse the question library
  1. What is the main reason you are leaving?Multiple choice · Churn
  2. What are you moving to?Text · Churn
  3. What could we have done to keep you?Text · Churn
  4. Do you test changes before they reach your live account?Yes / No · Sandbox and test data
  5. Where do you test?Multiple choice · Sandbox and test data
  6. How easy is it to create test data?Customer effort · Sandbox and test data

Frequently asked questions

Every six months, or a few months before most renewals. Usertick doesn't resend on a schedule, so send or schedule each round by hand.

The main contact on each active account, and the person who renews the contract if that is someone else. Import them as a CSV contact list.

A little over two minutes. Accounts that aren't looking at other tools skip question 5 and answer seven questions.

Give each of those responses an owner in the inbox and call the account the same week. Read their answers to questions 6 and 8 first, since they say what would change their mind.

On every plan, a workflow syncs each response to the HubSpot contact, writing answers to properties and adding a note. For Salesforce, use a Zapier step on any plan.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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.

Get started freeTalk to sales
  • 150 responses a month on Free
  • Every channel and AI analysis
  • No card needed