Win-back survey template
For lapsed customers: what they use now, what would bring them back, and permission to send an offer.
4 questions · about 2 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- Three to six months after a customer stops buying.
- Who it is for
- Former customers.
How to use this template
- Trigger it at the moment of cancellation; a week later the reasons are rationalised.
- Keep it to four questions. People who are leaving give you very little time.
- Tag the open answers by reason (price, missing feature, moved to competitor, no longer needed) and track the mix monthly.
Questions in the win-back survey template
1. Which best describes why you stopped using us?
single choice · Price, Found something better, No longer needed, Had a bad experience, Just drifted away, Other
2. What do you use instead now?
single choice · A competitor, A workaround, Nothing, Prefer not to say
3. What would make you consider returning?
multi choice · A lower price, A specific feature, Better support, A fresh start offer, Nothing right now
4. May we send you an offer by email?
single choice · Yes, No
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.Which best describes why you stopped using us?
120 answered| Answer | Count | Percent |
|---|---|---|
| Price | 24 | 20% |
| Found something better | 20 | 17% |
| No longer needed | 15 | 13% |
| Had a bad experience | 12 | 10% |
| Just drifted away | 17 | 14% |
| Other | 32 | 27% |
2.What do you use instead now?
120 answered| Answer | Count | Percent |
|---|---|---|
| A competitor | 42 | 35% |
| A workaround | 21 | 18% |
| Nothing | 28 | 23% |
| Prefer not to say | 29 | 24% |
3.What would make you consider returning?
114 answered| Answer | Count | Percent |
|---|---|---|
| A lower price | 70 | 61% |
| A specific feature | 84 | 74% |
| Better support | 73 | 64% |
| A fresh start offer | 32 | 28% |
| Nothing right now | 51 | 45% |
4.May we send you an offer by email?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 93 | 78% |
| No | 27 | 23% |
How to read these questions
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- multi choice: Percentages add up to more than 100% because people can pick several. Compare options by share of respondents, not share of picks.
Frequently asked questions
What should a cancellation survey ask?
The main reason for leaving, what you could have done differently, where they are going instead, and whether they would return if that changed. Keep it short and never make it a blocker to cancelling.
How long does the win-back survey take to complete?
About 2 minutes: 4 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
Related templates
- Cancellation surveyFour questions at the moment of cancellation: the reason, what would have changed it, where they are going, and whether they would return.
- Customer satisfaction (CSAT)A three-minute check on how a recent purchase or support interaction went, with one open question that tells you why.
- Net Promoter Score (NPS)The standard 0–10 loyalty question plus the two follow-ups that make it actionable: the reason, and permission to follow up.
- Transactional NPSNPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.