Question bank
Churn interview questions for leavers and stayers
A question bank for B2B teams that interview customers who left and a matched group who stayed
Eleven open questions for churn interviews at a growing B2B company. The first two groups are for customers who left in the last 90 days. They ask for the story of the decision and what the customer did instead. The third group is for matched customers who stayed, so you can tell a churn reason from a complaint everyone has. Koji can run the same questions as an AI interview and put both groups in a report.
Where this appears
What's in this question bank
The decision
- Take me back to the week you first thought about leaving.
- What was happening in your business at that point?
- Who else was involved in the decision to leave?
- What did you try before you decided?
The alternative
- What did you use or do instead?
- What did that give you that we did not?
- What would have had to be true for you to stay?
- Was there an earlier moment when you almost left?
If they stayed
- When did you last think about leaving, and what kept you?
- What would you miss most if we disappeared tomorrow?
- What would make you leave?
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Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/churn-interview-question-bank-leavers-and-stayers"><img src="https://www.koji.so/visuals/churn-interview-question-bank-leavers-and-stayers/churn-interview-question-bank-leavers-and-stayers.png" alt="Question bank of eleven churn interview questions in three groups: the decision to leave, the alternative, and a version for customers who stayed." width="1200" height="671" /></a>
<p>Source: <a href="https://www.koji.so/visuals/churn-interview-question-bank-leavers-and-stayers">Churn interview questions for leavers and stayers</a>, Koji</p>
