Customer Exit Survey Template
Understand why customers cancel and prevent future churn.
Free to preview — no account needed. Using it creates your own editable copy.
Try the template
These are the real questions. Nothing you answer here is saved or submitted.
What is the primary reason you decided to stop using our product/service?*
About this template
Customer Exit Survey Template is a ready-to-use survey template with 8 questions that takes about 3 minutes to answer. Understand why customers cancel and prevent future churn.
Customer feedback templates cover the whole relationship: the first purchase, the support ticket, the renewal, and the cancellation. Most pair one scored question (CSAT, NPS or CES) with one open question, because the score tells you what changed and the open answer tells you why. Send them close to the moment being measured — feedback collected a week later measures memory, not experience. Everything in this template is editable — treat the questions below as a starting point that already has the structure right, then cut what does not apply to you.
- Who should use it
- Support, success and CX teams, and any owner who deals with customers directly.
- When to use it
- After a purchase, a support ticket, a renewal or a cancellation — as close to the event as you can send it.
What this template helps you measure
- Reasons for leaving
- Overall satisfaction
- Product and feature feedback
- Loyalty and repeat intent
- Support and issue resolution
- Price and value perception
Every question in this template
8 questions, with what each one is doing there. Change or remove any of them after you make your copy.
What is the primary reason you decided to stop using our product/service?*
Single choice- Too expensive
- Missing features
- Found alternative
- No longer needed
- Lack of Usage
- Difficult to use
- Switched to a competitor
Why this matters: Makes the reason people leave countable: you get a ranked list you can act on rather than a pile of sentences to read.
Overall satisfaction during your time with us*
Star ratingWhy this matters: Puts a number on overall satisfaction, so you can trend it across weeks, locations or teams instead of arguing from the loudest anecdote.
How well did our product/service meet your expectations?
Single choice- Far below expectations
- Below expectations
- Met expectations
- Exceeded expectations
- Far exceeded expectations
Why this matters: Worth reviewing the options here against your own situation — a list that misses the real answer quietly pushes people into "other".
Would you consider returning in the future?*
Yes / NoWhy this matters: Splits respondents into two groups by intent to come back — the fastest cut to make when you read the results.
How satisfied were you with our customer support?*
Star ratingWhy this matters: Puts a number on how issues get resolved, so you can trend it across weeks, locations or teams instead of arguing from the loudest anecdote.
How satisfied were you with the value you received for the price you paid?
Star ratingWhy this matters: A scale answer about price and perceived value takes a second to give, which is most of why respondents reach the end of this template at all.
Did you experience any problems while using our product/service?
Single choice- Yes
- No
Why this matters: One choice about how issues get resolved forces a priority, which is more useful than letting everyone pick everything.
If Yes*
Short textWhy this matters: A short free-text answer: long enough to be useful, short enough that you can scan a hundred of them without dread.
How to use this template
- 1
Start with the template
Click "Use this template" and SurveyKar creates your own copy of Customer Exit Survey Template, with every question already in place. The original template stays untouched.
- 2
Customise the questions
Reword anything that does not match your business, delete what you do not need, change a question type, or add your own. Shorter surveys finish more often — cut before you add.
- 3
Add your branding
Set your logo, brand colours, fonts and background so the page looks like it belongs to you rather than to a survey tool.
- 4
Share it
Publish, then share the link, print the QR code, embed it on your site, or send it to a contact list over email or WhatsApp.
- 5
Read the responses
Results land in your dashboard as they arrive, with charts per question, filters, sentiment analysis on open text, and CSV or PDF export.
What you can customise
Your copy is yours. Nothing in the template is locked, and the original is never changed by anything you do.
Questions and wording
Edit, reorder, delete or add questions. Nothing in the template is locked.
Question types
Swap a rating for NPS, a single choice for a matrix, or add ranking, sliders and file uploads.
Logo and brand colours
Apply your logo, primary colour, fonts and background image to the respondent page.
Conditional logic
Skip questions or branch to a different page based on an earlier answer. Available on the Basic plan and above.
Thank-you page
Write your own closing message, or redirect respondents to a URL of your choice after submitting.
Sharing and distribution
Share by link or QR code, embed it on your website, or send it out over email and WhatsApp campaigns.
Frequently asked questions
Related templates
All Customer Feedback templatesCustomer Feedback Form
Capture detailed customer feedback on your products and services.
Voice of Customer Survey
Understand expectations, pain points, and the moments that matter.
Churn / Cancellation Survey
Understand why customers leave so you can win them back.
Support Satisfaction Survey
Measure CSAT after every support interaction.
Customer Effort Score (CES)
Measure how easy it was for customers to get what they needed.
Post-Purchase Feedback
Collect feedback right after a purchase to reduce returns and churn.
Ready to create your survey?
Start with this ready-to-use template and customise it for your needs. You get your own copy in seconds — the template stays exactly as it is.