Churn interviews that run themselves
A cancellation survey tells you that a customer left. A conversation tells you why. Formfex asks each leaving customer, follows up where the answer is vague, and returns every reason as data you can count.
Start freeWhy churn surveys miss the reason
Most cancellation flows ask one multiple-choice question: too expensive, missing feature, switching tools, other. The answers are easy to count and hard to act on. "Too expensive" can mean the price rose, the value fell, or the budget moved to another team.
A churn interview finds the difference, but nobody has time to call every customer who leaves. Formfex runs that interview for you. It asks one question at a time, decides what to ask next from the answer it just got, and asks one follow-up when an answer is thin.
What the interview looks like
Example conversation, written for illustration. It is not real respondent data.
- Formfex
Thanks for taking a minute. What was the main reason you decided to cancel?
- Respondent
Honestly it just got too expensive.
- Formfex
That helps. Was it the price itself, or that the plan stopped being worth it for how your team uses it?
- Respondent
The second one. We only used the reporting part, and our new BI tool does that now.
- Formfex
Understood. Is there anything that would have kept you, or that would bring you back later?
- Respondent
If reporting was a cheaper standalone plan, probably yes.
What you get back
Declare the information you need as Required information, and each completed interview fills it in. Export it as CSV or Excel, one row per customer.
| Field | Example value |
|---|---|
| Main reason | Low value for their use, not the price itself |
| Feature used | Reporting only |
| Replaced by | Their new BI tool |
| Would return if | Reporting were available as a cheaper standalone plan |
Questions to ask AI Chat
Once responses arrive, ask AI Chat (Ask Your Data in the product) about them in plain language. It answers from that form's own responses and shows which ones it drew on.
- “What are the three most common reasons people cancel, and how often does each appear?”
- “Which customers said they would come back, and under what condition?”
- “Do customers who mention price also mention a feature they never used?”
Where it fits
- Asking leaving customers why, with one follow-up on vague answers
- Returning the reasons as fields you can count and export
- Summarising patterns across all interviews with Smart Analytics
- Running in English or Turkish
Where it doesn't
- Cancelling subscriptions or processing refunds: it only collects the reasons
- Contacting customers on its own: you share the link or embed it
- Deciding anything about an individual customer: it reports what they said
Frequently asked questions
Related guides
Find out what you need to know
Describe what you want to learn. Formfex runs the conversation and hands back structured data. Free to start, no credit card.
Start free