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A READY-TO-MAKE-YOURS SURVEY

Customer retention survey template

Find out what makes customers continue with your business. This customer retention survey template explores ongoing value, unresolved concerns, and the improvements that matter to people who already use the service.

Read the template guide
Use this template Free to customize. No code needed.

THE REAL THING. GO AHEAD, TRY IT.

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A LITTLE GUIDANCE

Make the most
of your next ask.

Questions to consider for your customer retention survey

Use these questions as suggestions when editing your copy. Keep the ones that fit your purpose and add any details your process needs.

  • What keeps you using our product or service?
  • What might cause you to look elsewhere?
  • What would make the experience more valuable?

How to use the responses

Review positive reasons as well as risks. Protect the things customers rely on, and follow up on concerns with a specific action rather than a generic retention offer.

How to customize and share this template

  1. Write down the decision the research should inform and define who can give relevant answers.
  2. Adapt the questions to the audience. Ask one thing at a time, use balanced choices, and offer a suitable way to say that a question does not apply.
  3. Try the survey with a small relevant group, fix confusing wording, and decide how you will review responses before sharing it more widely.

Make it yours with Youform

Choose the right question format

Combine choices, ratings, and open text to collect comparable answers and learn what you did not think to ask.

Adapt the research path

Use conditional logic to skip follow-ups that do not apply to a respondent's experience or earlier answer.

Work with your results

Review responses in Youform or connect Google Sheets to organize and analyze the answers using your own method.

Start free with unlimited forms and responses, subject to fair use. See Youform plans and features for the details.

Frequently asked questions

When should I send a customer retention survey?
Ask after customers have had time to experience the service. A regular review or renewal period can provide context, but do not wait for a complaint to listen.
Can I customize this survey template?
Yes. Choose Use this template to make your own copy in Youform. Edit the questions and colors, review the whole flow, then share a link or embed it on your website. See Youform plans for advanced features.
How do I avoid leading survey questions?
Ask about one topic at a time, use neutral wording, and avoid describing the answer you hope to receive. Balanced options and an appropriate not-applicable choice help respondents answer more accurately.
How many responses do I need for useful research?
It depends on the decision, the audience, and how participants are selected. A small group can reveal issues worth exploring, but it does not establish what a whole market thinks. Decide what conclusions your sample can support before reporting them.

A FEW MORE POSSIBILITIES

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