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App churn survey template

Hear why users are about to leave, while there is still time to keep them

Three questions for the moment someone deletes their account or turns off every notification: why they are leaving, what they will use instead and what would keep the app on their phone. Usertick reads every written answer and gives each response a customer risk reading.

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What this app churn survey tells you

An app churn survey asks users who are about to stop using your app what pushed them, while they are still there to answer. This template takes about a minute: the main reason from five common ones, the app they will use instead, and what would keep yours on their phone.

It is written for the delete account screen and the moment someone turns off all notifications. In a web app, an element click on the delete account button (from Starter, or on 1 survey on Free) or exit intent on that page (every plan) can open it. Inside a phone app, have the app open the survey's link from the delete account screen before the deletion goes through.

Usertick reads each written answer, files it under a category such as features and gaps or pricing and plans, and gives each response an urgency and a customer risk reading. Results shows the share of each reason with typed Other answers listed, and every written answer with its sentiment and theme, against the period before.

On your websiteAs a linkIn an emailAs a conversation
Questions
3
Time to answer
About a minute
Written for
The delete account screen, or right after all notifications go off
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.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 3 questions, one by one

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

Question 1 of 3 · Multiple choice

Why are you thinking of leaving?

Why ask it
The options cover the reasons people commonly stop using an app: low use, too many notifications, storage or battery, a missing feature and a competitor. Each one points to a different team.
What you learn
A donut shows the share and count of each reason, with typed Other answers listed beside it, and over time the shares stack. Select I found a better app to read which apps those users name.
Make it yours
Change the options to the reasons your support team hears most, and keep the write-in Other for the rest.
Question 2 of 3 · Text · Optional

What will you use instead?

Why ask it
The app they switch to names your real competitor for that user, which is often a different app from the one your team watches.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, and up to 8 themes show with their trends, so a competitor named by many users becomes a theme of its own.
Make it yours
Add a short placeholder such as Another app, a spreadsheet or nothing, so users who will stop altogether can say so.
Question 3 of 3 · Text · Optional

What would keep the app on your phone?

Why ask it
Users who are leaving can still say what would change their mind, and the answer is a list of fixes in their own words.
What you learn
Each answer appears with its sentiment and theme, filterable by theme, and the urgency on each response helps your team decide which users to contact first.
Make it yours
Read these answers within a day and, where the user is signed in, reach out with the fix or the setting they asked for.

What the answers show

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

Why are you thinking of leaving?

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 Leaving the app 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 before the account is gone

    Open the survey on the delete account screen, before the account is removed, so the answer still belongs to someone your team can reach.

  2. 02

    Keep the two moments apart

    A user who turns off every notification has stopped wanting to hear from the app. Run a separate copy of the survey for that moment, so its answers stay apart from account deletions.

  3. 03

    Answer the users at risk

    Give high urgency responses an owner in the inbox, and post them to Slack or Microsoft Teams with a workflow (every plan), so someone follows up the same day.

  4. 04

    Track reasons over time

    Compare the share of each reason with the period before after each release. A fix that works shows up as a smaller share for its reason.

Churn surveysWebsite surveysUsing the app offline questions

More churn templates and questions

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

Templates

Browse all templates
ChurnCancellation 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.
ChurnUnsubscribe reasonLearn why people leave your email list and whether fewer emails would have kept them. Place it on your unsubscribe confirmation page.
ChurnAccount deletionLearn why people delete their account and what would have changed their mind. Show it on the account deletion screen, before the final step.

Questions from the library

Browse the question library
  1. Do you ever use the app without a connection?Yes / No · Using the app offline
  2. Where do you most often lose signal?Multiple choice · Using the app offline
  3. What do you need to work offline?Multiple choice · Using the app offline
  4. What is the main reason you are leaving?Multiple choice · Churn
  5. What are you moving to?Text · Churn
  6. What could we have done to keep you?Text · Churn

Frequently asked questions

On the delete account screen and when a user turns off all notifications. In both moments the user is still in the app and the reason is fresh.

Only by email. Import the users who left as a contact list from a CSV and send the survey once, since Usertick has no automatic sends after an uninstall.

Usertick runs on websites and in web apps, and doesn't run inside a phone app. Have the app open the survey's link from the delete account screen, or run the survey on that screen in your web app.

Fix the reason with the largest share first and contact the users whose answer names a problem you can solve. Then compare the shares with the period before.

Only the reason. The two open questions are optional, so a user in a hurry can give one answer and still be counted.

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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