Usertick
Start free
Trial exit survey template

Learn why trials end without a plan, and win back the ones that need more time

Five short questions for trial users who didn't buy: the reason, what they expected or the feature they need, what they use instead and whether they want 14 more days. Usertick reads every written answer and files it for you.

Get started freeAll templates

What this trial exit survey tells you

A trial exit survey asks people whose trial ended without a purchase why they didn't continue. This template takes under a minute: the main reason, a follow-up for users who expected something else or need a missing feature, what they use instead, and an offer to extend the trial by 14 days.

It is written for an email the day after a trial ends. Usertick doesn't send it when a trial expires, so import the users whose trials ended that day or week and send it, or schedule it up to 30 days ahead. On every plan, a HubSpot workflow on HubSpot Professional or Enterprise can send it to each contact it enrolls, and the link fits in your own trial-ended email.

Results shows the share of each reason and each alternative against the period before, and the share who want a longer trial. Usertick reads each written answer and files it under a category such as pricing and plans or features and gaps, with a type, a sentiment and an urgency.

In an emailAs a linkOn your websiteAs a conversation
Questions
5
Time to answer
About a minute
Written for
An email the day after a trial ends without a purchase
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

Why didn't you continue after your trial?

Why ask it
The reason splits lost trials into groups you handle differently: value, expectations, price, a missing feature, or people who were only looking. Two of the reasons 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 It wasn't what I expected to read what those users had in mind.
Make it yours
Add a rule that sends the other reasons and Other straight to question 4, since without one they land on question 2.
Question 2 of 5 · Text · Optional

What did you expect it to do?

Why ask it
Users who said the product wasn't what they expected come here. The gap between their idea and the product is often a marketing fix, such as clearer pages or a better first screen.
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 4, so these users don't also get the feature question.
Question 3 of 5 · Text · Optional

Which feature do you need?

Why ask it
Users who need a missing feature come here. A feature that stopped a purchase is the most direct evidence your roadmap can get.
What you learn
Usertick gives each answer a theme and a type such as an idea, so requests for the same feature sit together under one theme.
Make it yours
Tell these users when the feature ships. A survey sent through Usertick email ties each answer to the recipient's contact, so you know who asked.
Question 4 of 5 · Multiple choice

What are you using instead?

Why ask it
The alternative shows what you are really competing with. Spreadsheets or documents and Nothing for now can be a bigger rival than another product.
What you learn
A donut with the share and count of each alternative, with typed Other answers listed. Select Another product to see which reasons those users gave.
Make it yours
Add the competitors you meet most as options, so they get numbers of their own.
Question 5 of 5 · Yes / No

Would you like us to extend your trial by 14 days?

Why ask it
Some trials end before the user had time to try the product properly. The offer separates people who need more time from people who have decided.
What you learn
The share that said yes, compared with the period before. Select Yes to see their reasons and alternatives before you extend.
Make it yours
Usertick doesn't change trials, so send each Yes to your team with a workflow to Slack, Microsoft Teams or a webhook, and extend the trial within a day.

What the answers show

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

Why didn't you continue after your trial?

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.

What are you using instead?

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 Trial exit 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

    Send it the day after

    Ask while the trial is still recent. A week later the user has moved on, and the reason is vague.

  2. 02

    Act on extensions fast

    Extend the trials of users who said Yes within a day and tell them, since a slow reply undoes the offer.

  3. 03

    Match the options to your product

    Replace the reasons and alternatives with the ones your sales team hears, and keep Other for the rest.

  4. 04

    Read price reasons with your pricing

    When price is the top reason, read those users' alternatives and Other answers next to your pricing page to see which plan felt out of reach.

Churn surveysSaaS surveysEmail surveysBilling and plans 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.
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.
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.

Questions from the library

Browse the question library
  1. How clear is what each plan includes?Stars · Billing and plans
  2. Did your invoice match what you expected to pay?Yes / No · Billing and plans
  3. Which plan feature made you upgrade?Multiple choice · Billing and plans
  4. Did you get to try the feature you signed up for?Yes / No · Trial and conversion
  5. How many days into the trial did you see real value?Ruler · Trial and conversion
  6. How confident are you that this is the right tool for your team?Big scale · Trial and conversion

Frequently asked questions

The day after the trial ends without a purchase, while the user still remembers the product. Send it by email from Usertick or put the link in your own trial-ended email.

Not on its own. Usertick sends to a contact list now or on a schedule. On every plan, a HubSpot workflow on HubSpot Professional or Enterprise can send it to each contact it enrolls, such as contacts whose trial ended.

With a skip from question 2 to question 4, and a rule that sends the other reasons to question 4, most users answer three questions and those with a follow-up answer four, all in under a minute.

No. The last question records the request, and your team extends the trial in your own billing system. On every plan, a workflow sends each Yes to Slack, Microsoft Teams or a webhook so nobody waits.

Leave them out of sales follow-ups, and read their answers to see whether your signup pages attract the people you sell to.

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