Find out why customers really leave
Ask customers who cancel what happened, in their own words. The AI follows up on every answer and groups the reasons into themes you can act on.
- Chat, voice or video
- 20 languages
- Reports with real quotes
AI interview
Example questions for this study
What gets in the way, and how it changes
The problem
Cancellation surveys get one-word answers. “Too expensive” doesn't tell you what to fix.
With Formzed
An interview asks a follow-up on every answer, so “too expensive” turns into what they expected to pay for and what they actually used.
The problem
Customers who just cancelled won't book a call.
With Formzed
They don't have to. Put one link in your cancellation email or on the page after they cancel, and they answer by chat, voice or video call whenever it suits them.
The problem
Churn reasons are spread across tickets, notes and survey exports.
With Formzed
Every churn interview lands in one study. The report shows the main reasons, how many people gave each one, and their quotes.
From question to report
- 1
Start from churn reasons
Pick the churn reasons example and Formzed drafts a guide about what people expected, what happened, the moment they decided to leave and what they use now.
- 2
Ask at the right moment
Add the study link to your cancellation confirmation email, your exit page or a win-back message.
- 3
Let them explain
Former customers answer in their own language. You choose a neutral, friendly or warm tone, and the interviewer follows up on each answer.
- 4
Turn reasons into fixes
Read the themes and quote counts, then ask chat with your data why customers cancelled last quarter. Automations can post each new churn interview to Slack.
Questions you might ask
- What were you hoping the product would do for you when you signed up?
- When did you first think about cancelling? What happened?
- What did you try before you decided to leave?
- What are you using instead now, and how does it compare?
- What would we have needed to change for you to stay?
- What would need to be true for you to come back?
What you get
Reasons ranked by how often they come up
See which churn reasons are most common, with the number of people behind each one.
The moment they decided
Hear the specific event that tipped the decision, quoted in the customer's own words.
A steady feed for the team
Each finished churn interview sent to Slack, Notion or Google Sheets, so the reasons reach product and success as they come in.
Asked often
Further reading
Research5 min read
Churn interviews: a step-by-step guide
Who to talk to, when to ask, the questions that work, and how to turn what you hear into fewer cancellations.
Read articleResearch5 min read
What are AI customer interviews?
How AI-moderated interviews work, where they fit next to surveys and live calls, and where a person still does it better.
Read articleHear from your customers this week
Set up a study in minutes, share one link, and read the report when the interviews are done.
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