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Inactive user survey template

Learn why users stopped coming back, and win back the ones you can

Five short questions for users who haven't been active for 30 days: the main reason, a follow-up for that reason and what would bring them back. Usertick reads every written answer and marks the urgent ones for you.

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What this inactive user survey tells you

An inactive user survey asks people who stopped using your product why, while a return is still possible. This template takes about a minute: the main reason they haven't been back, a follow-up question picked by that reason, and one open question about what would bring them back.

It is written for an email to users who haven't been active for 30 days. Export them from your product, import them as a CSV and send the survey from Usertick; the first question sits inside the email. For the ones who still visit now and then, a popup in your web app, targeted from Starter with a last-active trait passed to Usertick.identify(), reaches them there.

Results shows the share of each reason against the period before, and selecting one, such as I found a better alternative, narrows the page to those users and what they wrote. Usertick reads each written answer, gives it a category, a type and a sentiment, and gives each response an urgency and a customer risk reading.

In an emailOn your websiteAs a linkAs a conversation
Questions
5
Time to answer
About a minute
Written for
An email to users who haven't been active for 30 days
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 5 questions, one by one

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

Question 1 of 5 · Multiple choice

What's the main reason you haven't been back lately?

Why ask it
The main reason decides the win-back: a usability fix, a comparison with a competitor, a missing feature, or a timing problem you can wait out. The first three reasons each go to their own follow-up question.
What you learn
A donut with the share and count of each reason, with typed Other answers listed and the shares over time. Select a reason to read only the follow-up answers from those users.
Make it yours
Add a rule that sends I haven't had the time, I don't need it anymore and Other to question 5, since without one they land on question 2.
Question 2 of 5 · Text · Optional

What's hard about using it?

Why ask it
Users who found the product hard to use come here. Their answers name the screen or the task that pushed them away.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends.
Make it yours
Add skip logic from here to question 5, so these users don't also see the follow-ups meant for other reasons.
Question 3 of 5 · Text · Optional

Which alternative are you using instead?

Why ask it
Users who found a better alternative come here. The product they name is the one to compare yourself with on price, features and ease.
What you learn
Usertick reads each answer and gives it a category and a theme, such as pricing and plans. Read the answers together to see which competitors come up most.
Make it yours
Skip from here to question 5 as well, and share the names with your sales and product teams every month.
Question 4 of 5 · Text · Optional

Which features are missing?

Why ask it
Users who left over missing features come here. A feature named by people who already left is a strong case for the roadmap.
What you learn
Each answer with its theme and type, filterable by theme, so requests for the same feature sit together.
Make it yours
Add a skip to question 5, and tell these users when a feature they named ships.
Question 5 of 5 · Text · Optional

What would bring you back?

Why ask it
Every user reaches the last question, whatever the reason. The answer is a win-back offer in their own words.
What you learn
Usertick reads each answer as it arrives, files it under a category and a theme, and gives the response an urgency and a customer risk reading.
Make it yours
Keep it optional, and give each answer with a clear offer, such as a lower price or a feature, an owner in the inbox.

What the answers show

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

What's the main reason you haven't been back lately?

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 Low engagement 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 once, at 30 days

    Send it once, to users who passed 30 days without activity. Asking the same people again and again teaches them to ignore your emails.

  2. 02

    Build a fresh list each month

    Export the users who crossed 30 days of inactivity that month and import them as a CSV. Skip people who already received this survey keeps earlier recipients out.

  3. 03

    Answer the win-back offers

    Write back to users who named what would bring them back within the week, from your own email, while the answer is fresh.

  4. 04

    Track the reasons over time

    Compare each month's share of I found a better alternative with the month before, and check a rise against a competitor's launch or your own price change.

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

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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.
RetentionCustomer health checkSpot customers who might leave before they do: how often they use you, how well you solve their main problem, whether they are looking at alternatives and how sure they are to stay. Send it to active accounts every six months.
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.

Frequently asked questions

When a user has been inactive for about 30 days. Earlier, many are simply busy; much later, they may have forgotten the product.

No. Usertick sends to a contact list now or on a schedule up to 30 days ahead, with no automatic sends after an event. Build a list of inactive users each month, or use a HubSpot workflow on HubSpot Professional or Enterprise to send it to each contact it enrolls.

The first question is a required tap, and the first three reasons each jump to their own follow-up. With a skip from each follow-up to the last question, every user answers three questions at most.

Read which product they named and what would bring them back, then give those responses an owner in the inbox so someone follows up personally.

Usertick sends 50 emails a month on Free, 500 on Starter, 2,500 on Pro and 10,000 on Business. Connect your own sender to send without that allowance.

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.

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  • 150 responses a month on Free
  • Every channel and AI analysis
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