Why Customer Feedback Is Crucial: Discover Causes of Churn

If you connect with customers at the point of cancellation, using a short survey and open-ended questions, you can hone in on why they churned. 

If you run these surveys for every churning customer, you’ll start to see patterns emerge. You’ll begin uncovering insights for the following key questions. 

• What are the main reasons for churn?
• Do churn reasons correlate with any customer persona? If so, how?
• What can be improved to reduce churn (product, support, messaging, etc)?