The churn rate describes the percentage of long term customers that have decided to leave a company. Avoiding customer churn through preventive measures is now a standard feature of most companies. Many companies have churn prevention measures in place to keep their customers and exceed their customer lifetime cycle. To prevent churn it is crucial to identify customers at risk of churning at an early stage (Churn Prevention Management). An important churn prevention measure is the implementation of the NPS, as this allows companies to survey Detractors in particular. Another measure of churn prevention is the analysis of price acceptance and loyalty, which identifies customers with a high churn risk.

Once a customer has decided to leave, the first step in the right direction is to ask the customer about the reasons for the change of supplier. Our churn survey contains a set of relevant questions, which are regularly adapted to current trends. The survey contains all aspects that most companies would like to cover with a churn survey.

You can change or adapt our survey template for your specific needs of your organization. We recommend to send out invitations to the churn survey shortly after a customer has left in order to get his feedback and be able to respond, swiftly. A common trend is the automated sendout of surveys via API integration to i.e. CRM systems.