Reference table
When to send a churn survey
A comparison of the three moments to ask a churned customer for feedback: inside the cancellation flow, within 24 hours after, and one to two weeks later. Each row gives the main strength, what to watch out for and what the moment suits best. Use it to plan a two-step churn survey, short in the flow and deeper afterwards. The 24-hour slot is where a Koji AI interview fits.
Where this appears
What's in this reference table
| Moment | Strength | Watch out for | Best use |
|---|---|---|---|
| At cancellation | Highest response rate, and it catches the trigger | Emotions run high, and it can feel like a barrier | 2 to 3 optional questions in the flow |
| Within 24 hours after | Less defensive, and the reasons are still fresh | Lower response than in the flow | A deeper AI interview sent by email |
| 7 to 14 days after | More reflective, and they can say where they went | Lowest response, and details fade | High-value accounts and competitor insight |
Use this image
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-send-a-churn-survey-three-moments"><img src="https://www.koji.so/visuals/when-to-send-a-churn-survey-three-moments/when-to-send-a-churn-survey-three-moments.png" alt="Table comparing three times to send a churn survey: at cancellation, within 24 hours and 7 to 14 days later, with the strength and trade-off of each." width="1200" height="630" /></a>
<p>Source: <a href="https://www.koji.so/visuals/when-to-send-a-churn-survey-three-moments">When to send a churn survey</a>, Koji</p>
