Churn Interview Guide
Learn from customers who left.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it (what [VERIFY] means).
Create a guide for interviewing churned customers. Segments of churn and reasons suspected: [CHURN_SEGMENTS]. How they left (cancelled, did not renew): [LEAVING_METHOD]. Incentive and consent approach: [INCENTIVE_CONSENT]. Write an invitation email of 90 words, a 25-minute interview guide with questions on the decision timeline, alternatives considered, what the product did well and poorly, and what would have changed their decision. Add a note-taking template and a synthesis format with themes and counts. Include guidance on not trying to win them back during the interview. Mark consent, recording and data rules as items to verify [VERIFY] for [JURISDICTION]. Also add a one-page summary format for sharing findings with product and sales, with themes, counts and quotes with permission, and a list of actions taken as a result. Where customers are quoted, recorded or emailed, mark the consent step [VERIFY] with [JURISDICTION] and tell me who in the organisation confirms it, rather than stating what the rules require.
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