Customer Exit Survey template

Departed customers are the only ones with nothing to lose by being honest, and this survey is built to collect that honesty: tenure, an overall satisfaction rating, a four-row report card on quality, support, pricing, and reliability, the deciding factor in their exit, and the one thing they would change. The welcome screen says it goes to the founders — keep that true.

Use this template Start free — no card

8 questions · works on the free plan (500 responses/month) · fully customizable

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01How long were you a customer?Multiple choice

02How satisfied were you overall during your time with us?Rating scale

03How would you rate each of these?Matrix

04What was the biggest factor in your decision to leave?Multiple choice

05Knowing everything you know now, how likely are you to recommend us?NPS score

06If you could change one thing about us, what would it be?Long text

When to use this template

The final email in an offboarding sequence, sent a few days after the account closes when defensiveness has faded
A meal-kit service interviewing lapsed subscribers to find whether price or menu fatigue drives cancellations
An agency surveying former clients a month after the engagement ends, when they can compare you to your replacement
An annual sweep of churned accounts before planning season, with the matrix rows tracked year over year

Tips to get more from it

The biggest-factor question is single-choice on purpose — forcing one answer produces cleaner churn data than a check-all-that-apply. It allows Other, so genuine edge cases still get through.
Keep the matrix rows (product quality, support, pricing and value, reliability) stable across quarters; the trend line matters more than any single quarter's scores. Export as CSV to build it.
This template includes an NPS question, and NPS fields need a Pro plan ($14.99/mo) to publish. If you're on the free plan, delete that one field and the rest of the survey runs as-is.

Questions people ask

What should I ask in a customer exit survey?

Tenure, overall satisfaction, a per-area rating, the single biggest reason for leaving, and one open question about what you would change — which is this template's exact structure. Fewer, sharper questions beat a long questionnaire nobody finishes.

When should an exit survey be sent?

Shortly after the departure is final — a few days out. Too soon and you get frustration; too late and the details fade. Ex-customers respond better than you'd expect, precisely because they have no reason left to be polite.