Question bank
Churn and cancellation interview questions
A seven-question template for talking to customers who cancelled
A ready-to-use set of seven churn and cancellation interview questions, split into why the customer left and what would win them back. It mixes open questions about the last time they used the product with a reason-for-cancelling choice, a yes or no on seeking help, and a 1 to 10 likelihood of coming back. Use it for win-back campaigns, product gap reviews and retention planning. In Koji you can run it as an AI interview, with follow-up questions on each answer.
Where this appears
What's in this question bank
Why they left
- What was the main thing that led you to stop using [product]?
- Which best describes your primary reason for cancelling?
- Tell me about the last time you used [product] before you decided to cancel. What were you trying to do?
- Did you try to get help or find a solution before deciding to cancel?
What would bring them back
- What would [product] have needed to do differently to keep you as a customer?
- How likely would you be to consider [product] again if the main issues were resolved?
- What are you using now to solve the same problem?
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<a href="https://www.koji.so/visuals/churn-cancellation-interview-questions-template"><img src="https://www.koji.so/visuals/churn-cancellation-interview-questions-template/churn-cancellation-interview-questions-template.png" alt="Question bank of seven churn interview questions in two sections: why the customer left, and what would have kept them or could win them back." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/churn-cancellation-interview-questions-template">Churn and cancellation interview questions</a>, Koji</p>
