Exit Survey Questions
25 Exit Survey Questions to Ask When Users Cancel or Leave
Learn why users churn - while you still can
Exit surveys are one of the highest-leverage feedback sources for SaaS. Users about to cancel have nothing to lose and everything to say. Use these exit survey questions to find patterns, fix problems, and save revenue.
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When to send
Trigger exit surveys when a user initiates cancellation, downgrades their plan, or has been inactive for 14–30 days. Show the survey inline during the cancellation flow for the highest completion rates.
19 Exit survey questions
Organized by purpose - use the ones that fit your goal, or use them all.
Core reason for leaving
What is the main reason you are cancelling?
Single Choice
- • Too expensive
- • Not using it enough to justify the cost
- • Missing a feature I need
- • Found a better alternative
- • Technical issues or bugs
- • Too hard to use
- • My project or company situation changed
- • Just trying it out - never planned to stay
- • Other
Can you tell us a bit more about why you are leaving?
Open Text
Price and value
Do you feel [Product] gave you enough value for the price?
Single Choice
- • Yes, great value
- • It was okay
- • No, not worth the price
At what price would you have stayed?
Open Text
Was there a specific pricing plan that would have worked better for you?
Open Text
Missing features
Was there a specific feature you needed that we did not have?
Open Text
Which feature, if added, would have made you stay?
Open Text
Did you evaluate other tools? Which one are you switching to?
Open Text
What does the alternative tool have that we do not?
Open Text
Usage and engagement
How often did you actually use [Product]?
Single Choice
- • Daily
- • A few times a week
- • Weekly
- • Monthly or less
- • Rarely / never got started
Did you reach the point where [Product] felt useful to you?
Single Choice
- • Yes, definitely
- • Sort of
- • Not really
- • No - never got value from it
What was the biggest obstacle to getting value from [Product]?
Open Text
Onboarding and support
Did you get the support you needed when you were getting started?
Single Choice
- • Yes, support was great
- • It was okay
- • No, I struggled to get help
Was the onboarding process clear enough?
Single Choice
- • Yes, very clear
- • Somewhat
- • No, I was confused
What could we have done to help you get started faster?
Open Text
Win-back and referral
Is there anything we could offer that would make you stay?
Open Text
Would you consider coming back if we added the feature you are missing?
Single Choice
- • Yes, definitely
- • Possibly
- • No
Would you recommend [Product] to someone whose needs fit better?
Single Choice
- • Yes
- • Maybe
- • No
Is there anything else you want us to know?
Open Text
Tips for running Exit surveys
Show exit surveys inline during the cancellation flow - do not email after. Completion rates are 3–5x higher.
Keep it short: one required question (the reason) plus one open text follow-up.
Tag responses by reason category so you can track trends over time.
Follow up personally with churned users who give "missing feature" or "price" reasons.
Share exit survey data with product, sales, and CS weekly so everyone acts on it.
Run your first Exit survey in minutes
Mapster lets you send in-product surveys, link every response to a real user, and segment results by plan, role, or cohort. Free to start.
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Frequently asked questions
What is an exit survey?
An exit survey is shown to users when they cancel their subscription, downgrade, or become inactive. It asks why they are leaving and what would have kept them. Exit surveys are one of the most actionable feedback types for SaaS.
When should I show an exit survey?
Show exit surveys inline during the cancellation flow - the moment they click "cancel." Do not wait to email them later. Completion rates are dramatically higher in-flow.
What should I do with exit survey responses?
Categorize responses by reason (price, missing feature, no usage, competitor). Track trends weekly. Follow up personally with users who cited fixable reasons. Share patterns with product and CS teams.
How long should an exit survey be?
As short as possible. One multiple-choice question (the primary reason) plus one open-text follow-up is the ideal format. Every additional question reduces completion.
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