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Churn SurveyEcommerce

Churn Survey for Ecommerce

Understand why customers stop purchasing from your online store.

When to Use

Send to customers who haven't purchased in 90+ days or who unsubscribe from emails.

Survey Questions (10)

1

What is the main reason you stopped shopping with us?

Multiple Choice
  • Found better prices elsewhere
  • Product quality issues
  • Poor delivery experience
  • No longer need products
  • Bad customer service
2

How satisfied were you with your last purchase?

Scale
3

How would you rate our product selection?

Scale
4

How competitive are our prices?

Scale
5

Did you experience any issues with delivery?

Multiple Choice
  • No issues
  • Late delivery
  • Damaged package
  • Wrong item
  • Multiple issues
6

How would you rate our return process?

Scale
7

What would bring you back as a customer?

Open-Ended
8

Where do you typically shop now for similar products?

Open-Ended
9

What could we have done differently?

Open-Ended
10

Any other feedback?

Open-Ended

Best Practices

  • Offer a win-back discount alongside the survey
  • Keep it under 5 minutes
  • Segment by customer lifetime value
  • Focus on actionable reasons, not just sentiment

Related Templates

Churn Survey for SaaSChurn Survey for FintechChurn Survey for EducationNPS Survey for EcommerceCSAT Survey for EcommerceCES Survey for Ecommerce

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