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Why Are Customers Leaving

Did you know it is cheaper to retain an existing customer than to attract a new one? How? By asking why customers are leaving using online surveys and then drawing conclusions for the future based on the answers you get.

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What Makes Customers Go Away?

There are various reasons why a customer is leaving your business. The attractive offer of the competition will influence the decision of some of them. Others will leave disappointed with a price increase, a change in the package, a less intuitive website, or the resignation from the feature that determined their loyalty to the brand. The parting may also result from a bad experience with the customer service department or – which also happens – from the customer’s resignation from using specific products or services for reasons beyond the brand’s control. We can guess, but it’s best to find out the causes at the source.

Customer Churn Survey – Template Example:

In the case of an online survey examining the causes of customer churn, we are interested in a specific reason. Something we can quickly identify and implement corrective actions. For this purpose, it is worth:

  1. Prepare a multiple choice question with several possible answers, such as: Sorry to see you go! What is the main reason for your resignation?
  2. Then, give the respondent a range of possible answers, adequate to the type of business, such as too high a price, lack of an appropriate function, better competition’s offer, unfulfilled expectations, etc.
  3. Depending on the client’s response, it is worth asking what would make him want to stay with us.
  4. Then, if the customer’s price is too high, let’s ask what amount of the subscription would be appropriate for the customer. This way, we will obtain material for analysis that will allow us to better plan our pricing policy.

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We use Startquestion surveys to collect satisfaction metrics such as Net Promoter Score, measure our processes’ ease of use, and conduct UX research. The collected data allows us to set priorities for changes. At this point, it fully meets our needs, and what’s more – we are trying out more advanced applications, such as an integration with the transaction system. We recommend Startquestion as a user-friendly and flexible tool.


Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland

Startquestion allows us to take better care of the high level of service for our entire network. We use it to research our products, brand image, and service. The results help us to improve the quality of customer service because we know that the success of our business depends mainly on the people. This software allows us to easily verify both what customers think about our product and how they find out about us.

Ewa Minda-Korczak

Marketing Manager of Telepizza Poland

Among the possibilities the Startquestion software offers, we appreciate the most easily creating conditional questions, placing surveys in the company domain, and adjusting the layout to our specific needs. The possibility to create subaccounts that allow more experts to work with the tool and view research results simultaneously makes our research much easier.


Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland