Customer Exit Survey: 10 Questions, 6 Templates, And 3 Examples

I believe customer exit surveys are one of the most valuable retention tools any subscription business owner can build.

They give you direct insight into why people are leaving and what you can do to improve.

I recently sat down and spent just 10 minutes inside Raaft creating a new exit survey.

That short investment of time is already paying off.

It doesn’t take any longer than that, especially when I’ve got an arsenal of ready-made templates inside the platform at my disposal.

Every customer that churns is a potential source of feedback, and exit surveys make sure I don’t lose that information.

Why I Spent 10 Minutes Creating A New Customer Exit Survey

Too often, companies think of cancellation as the end of the road.

In reality, I think it’s the best time to gather feedback.

Customers are more honest during cancellation than at any other stage of the lifecycle. The key is to capture their thoughts before they close the door completely.

When you have a structured exit intent survey in place, you turn what would have been a silent churn into a learning opportunity.

That’s why I consider designing exit surveys as non-negotiable.

Even if you only spend a few minutes setting them up, they keep delivering data long after.

Raaft has made that process so quick that I can create, deploy, and iterate on surveys without slowing down my day.

My Exit Intent Survey Must Achieve Three Things...

When I design an exit intent survey, I always keep three goals in mind.

First, it must collect real feedback from the customer about why they’re leaving.

Second, it needs to present clear choices that make it easy for the customer to respond.

Third, it should give me insights I can actually use to improve my product or my customer experience.

Raaft makes this process frictionless.

I can build an exit intent survey in minutes and know that it will surface meaningful data every time a customer considers canceling.

Without hitting these three goals, exit surveys become ineffective.

For example, if the questions are vague or confusing, customers will skip them entirely.

If the survey doesn’t offer actionable insights, you won’t be able to spot patterns in the responses.

And if the design doesn’t look professional, nobody’s going to take the survey seriously.

Using Raaft means that all these potential issues are handled.

I know the data I’m collecting is worth analyzing, and the survey itself is polished enough to reflect well on my brand.

I've Made This Exit Survey Example For You

To show how powerful this is, I made a quick exit survey example using Raaft.

When a customer tries to cancel, the survey doesn’t start immediately. In the cancellation flow, I have carefully worded prompts that highlight the benefits they might lose.

For instance, if you’re running a gym, before the customer starts the exit intent survey, you can remind them of their progress tracking, exclusive classes, and community support.

Customers often cancel impulsively or out of frustration.

If you show them what they stand to lose, this can sometimes buy time to resolve their concerns.

Here Is Another Exit Survey Example I’ve Made

This exit survey is for a grocery delivery subscription.

Rather than overwhelming the customer with dozens of questions at once, I just present one question at a time.

This makes the survey more digestible and feels easier to complete.

As you can see from my grocery delivery subscription survey below, I’m asking a very simple question with four possible answers.

Multiple-choice questions are good if you’re trying to build consensus around a specific issue.

A lot of times, you’ll already have an idea as to why customers are choosing to leave.

If you need to work out what to prioritize and where to focus your efforts, I recommend including at least a few multiple-choice questions.

My 10 Favorite Exit Survey Questions For Customers

Over time, I’ve developed a set of exit survey questions for customers that consistently reveal useful feedback. Some of my favorites include:

• What was the primary reason you decided to cancel?
• Did pricing influence your decision to cancel?
• Did you achieve the goals you hoped for when signing up?
• Were there features you expected but couldn’t find?
• How satisfied were you with our customer support?
• Was the product easy to use and understand?
• Was there another product or service you chose instead of ours?
• Did you feel the value matched the cost of the subscription?
• Would you consider returning to us in the future?
• Do you have any other feedback you’d like to share?

These types of exit survey questions for customers go beyond surface-level answers.

They give me patterns I can analyze and prioritize.

Raaft makes it easy to rotate through different sets of exit survey questions for customers, so I can test which ones generate the best data.

The power of good exit survey questions for customers lies in how specific they are.

General feedback often leads to vague action items. Specific questions, on the other hand, let you pinpoint exactly what to change.

Whether it’s pricing, usability, or missing features, a well-designed question surfaces the truth.

And the best part is that customers usually appreciate being asked because they feel like their opinion matters even as they leave.

But what if you want to ask multiple-choice questions?

Here are a few examples:

What was the primary reason you decided to cancel?

• I no longer need the product
• The product was too expensive
• I found a better alternative
• The product didn’t meet my needs

Did pricing influence your decision to cancel?

• Yes, it was too expensive
• Somewhat, but not the main reason
• No, pricing was fair
• I’m not sure

Did you achieve the goals you hoped for when signing up?

• Yes, completely
• Partially, but not fully
• Not really
• Not at all

Were there features you expected but couldn’t find?

• Yes, important features were missing
• Yes, but they weren’t essential
• No, the features met my expectations
• I’m not sure

How satisfied were you with our customer support?

• Very satisfied
• Somewhat satisfied
• Not very satisfied
• I never used customer support

Why Raaft Is The Best Exit Survey Website

After trying different approaches, I’ve concluded that Raaft is the best exit survey website for SaaS founders.

It allows me to design professional-looking exit surveys in minutes, run A/B tests on different exit intent survey versions, and track all the feedback in one place.

Raaft’s templates, like the gym membership and grocery delivery subscription exit survey examples, make it easy to get started.

As a founder, I can’t afford to miss out on the insights exit surveys provide.

Every cancellation is a chance to learn, and with an exit survey website like Raaft, those learnings are captured automatically.

Exit surveys aren’t optional.

Every second you spend designing them is worth it because the payoff is continuous improvement and deeper customer understanding.

And when you use the right exit survey website, you can move fast, stay focused, and never miss the chance to turn churn into growth.

Your Next Three Moves (Takes 30 Seconds)

So, I now want you to do three things:

1. Visit Raaft and create an account.
2. Navigate to “Flows” on the Raaft dashboard.
3. Choose from some existing customer exit survey templates.

Go to Raaft and click “Get Started For Free”. It’s free forever with no credit card required.

Once you’ve created your account, you will reach Raaft’s dashboard.

From there, click on “Flows” on the left-hand panel.

When you create a new flow, you will have the opportunity to pick from a range of existing templates, including:

• B2B SaaS cancellation flows
• B2C SaaS cancellation flows
• E-commerce cancellation flows

These all include surveys with niche-specific questions.

You can then edit these exit survey templates in just a few clicks and add your own questions.

Are you ready to get started? Sign up to Raaft for free today and begin making cancellation flows and exit surveys. I look forward to seeing what you come up with!