Reference table
When to run customer exit interviews
A timing guide for customer exit interviews across three windows: at the moment of cancellation, 48 to 72 hours later and 30 days later. For each it shows what you learn and the format that fits, from a short voice interview in the cancellation flow to a full AI-moderated interview and a later check-in. Use it to plan a churn research program for a SaaS or subscription product. Koji can run the interview at each point and analyse the answers together.
Where this appears
What's in this reference table
| When | What you learn | Best format |
|---|---|---|
| At cancellation | Raw emotional context, in-the-moment frustration and the final trigger | A short 5-question voice interview in the cancellation flow |
| 48 to 72 hours after | Calmer reflection, what they wish had been different, competitive context | A full 15-question AI-moderated interview |
| 30 days after | What they use instead, whether they would come back, any regret | A follow-up check-in or survey |
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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/when-to-run-customer-exit-interviews-timing"><img src="https://www.koji.so/visuals/when-to-run-customer-exit-interviews-timing/when-to-run-customer-exit-interviews-timing.png" alt="Table of three times to run a customer exit interview: at cancellation, 48 to 72 hours after and 30 days after, with what each teaches and its format." width="1200" height="637" /></a>
<p>Source: <a href="https://www.koji.so/visuals/when-to-run-customer-exit-interviews-timing">When to run customer exit interviews</a>, Koji</p>
