Automation
Exit Survey: Capture Why Customers Leave Before They Are Gone
Customers who cancel without being asked why are a permanent blind spot. Deploy this automation and a short survey fires at the moment of cancellation or inactivity, capturing the exit reason while the customer is still reachable.
How it works
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Trigger: cancellation, declined renewal, or extended inactivity
Fires automatically at cancellation, a declined renewal, or extended inactivity.
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Exit survey delivered immediately
Fires at the moment of departure, while the customer is still reachable.
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Reason-based routing
Each exit reason routes to the team best placed to act on it.
✓ Logged as market or product intelligence.
→ Responses suggesting reconsideration trigger a save attempt within the hour.
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Exit reason dashboard
Exit reasons by category, updated in real time.
Exit data from customers who have already left is retrospective and skewed. The customers most likely to respond to a post-departure survey are those who felt strongly enough about the experience to engage further, which misses the majority who left because of a gradual erosion of value or a feature gap that was never loud enough to raise directly. Deploy FeedbackRobot's exit survey automation and the survey arrives at the moment of departure. When a customer initiates a cancellation, when a renewal is declined, when an account goes inactive past your defined threshold, a short survey fires immediately. It asks for the primary exit reason, whether the decision was price-driven or feature-driven, and whether any specific change would have made a difference. Responses are classified on arrival. Price-driven exits route to the retention team with the customer's lifetime value visible. Feature-driven exits route to product management as direct demand evidence. Competitive exits are logged for market intelligence. Customers whose responses suggest they might reconsider trigger a targeted save attempt within the hour. The rest provide the exit data that reduces future churn from the same cause.
Frequently asked questions
How is this different from the cancellation or churn survey templates?
This one fires across the broadest set of exit triggers, active cancellation, declined renewal, or extended inactivity, consolidating what the other two templates handle separately.
Why do post-departure surveys give skewed data compared to this?
Customers who respond after already leaving tend to be the ones who felt strongly enough to engage further, missing the majority who left from a gradual, quieter erosion of value.
What happens to a response that suggests the customer might reconsider?
It triggers a targeted save attempt within the hour, while there's still a real chance of reversing the decision.
Is competitor information actually useful, or just curiosity?
It's logged as market intelligence, aggregated over time it shows which competitors are actually winning your churned customers and why.
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