Win-loss and churn interviews people will actually take
Nobody who just cancelled wants a call with the company they cancelled. Almost all of them will answer four questions from their phone.
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The lost deal will not book a call, and you need them most
Win-loss programmes fail at the same place every time: the prospect who chose someone else has no reason to spend thirty minutes explaining it to you, and the customer who churned has an active reason not to.
The ask is what is wrong, not the question. Four questions, answered whenever they like, from a phone, with no salesperson on the other end — that gets answered.
Reasons, not reason codes
A churn dropdown tells you that eleven people picked “too expensive”. It cannot tell you that nine of them meant “I never got far enough to see the value” and two meant “your competitor is cheaper”. Those are opposite problems with opposite fixes.
Thirty seconds of someone explaining it in their own words separates them immediately.
Play the recording in the room
A summarised loss reason gets argued with. A recording of the customer saying it does not. Keeping the audio changes how the finding lands in a roadmap or pricing discussion.
Trigger the survey automatically from your own systems: the API can create a personal invite the moment a deal is marked lost or a subscription is cancelled.
Win-loss & churn questions worth asking
Six open questions is roughly four and a half minutes of someone’s time. Copy these straight in and edit them to sound like you.
- What made you start looking in the first place?
- Who else did you consider?
- What made the decision for you in the end?
- Was there a moment where we lost you?
- What would we have had to do differently?
- Would you look at us again in a year? Why or why not?
Common questions
- How do you get lost deals to respond?
- By asking for four minutes instead of thirty, with no call to decline and no salesperson on the other end. The format is what changes the response rate.
- Can this be triggered automatically?
- Yes. The REST API creates a personal invite link on demand, so your CRM or billing system can fire one the moment a deal is lost or a subscription is cancelled.
Related solutions
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Unlimited surveys and questions, no credit card. Write six questions and send the link.
Unlimited surveys and questions, free. No credit card.