Exit Feedback Campaigns

Capture insights from customers at the moment they churn, and use feedback to reduce future drop-offs.

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Exit Feedback Campaigns

What are Exit Feedback Campaigns?

Exit Feedback Campaigns trigger when a customer unsubscribes, cancels, or shows strong signs of churn. Instead of letting them leave silently, brands prompt a quick feedback form or message to understand why they’re exiting. This data helps identify pain points, improve customer experience, and even win some customers back with the right intervention.

Why Exit Feedback Campaigns Matter

Challenges

Most customers churn without explanation. Without understanding why, brands keep repeating the same mistakes — from poor delivery experiences to pricing concerns.

Opportunities

Exit feedback turns every churn into a learning opportunity. It provides actionable insights to fix systemic issues and gives brands a final chance to re-engage customers before they’re gone for good.

Outcomes

Better Understanding of Churn Reasons

Improved Customer Experience Insights

Potential Last-Minute Retention Opportunities

Who is it for?

Audience

Churning users at cancellation or unsubscribe points, excluding users who have already provided recent feedback or are in the middle of technical cancellation processes.

Exclusions

Users who recently provided feedback, customers completing routine subscription changes, or users experiencing technical issues during cancellation processes.

How it Plays Out

A sample sequence for this use case.

day
Cancellation or unsubscribe

Help us improve! Tell us why you're leaving — it only takes 1 minute → [CTA]

day
If feedback provided

Before you go, tell us what went wrong? We're listening → [Link]

day
Follow-up

Thank you for your feedback - we're working on improvements based on your input

day
Optional retention

Based on your feedback, here's something that might change your mind → [Reconsider]

Best Practices

  • Keep feedback requests brief and focused on specific departure reasons rather than lengthy satisfaction surveys.
  • Position feedback as helping improve the experience for others rather than just trying to retain the departing customer.
  • Respond to feedback when possible and consider offering solutions that might address stated concerns.

Exit Feedback Campaigns Examples & Prompts

Channel Examples

Email
Subject: Help us improve! Body: Tell us why you're leaving — it only takes 1 minute. Your feedback helps us create better experiences for everyone. [Share Quick Feedback]
WhatsApp
Copy
Before you go, tell us what went wrong? We're listening and want to improve based on your experience [Share Feedback]

Automate with Zenie Prompts

Zenie can help you automatically detect churn signals and send exit feedback nudges in real-time.

Segment Prompt

Segment users at exit point to ask for feedback ⧉

Copy
Journey Prompt

Trigger a feedback request on cancellation or unsubscribe. ⧉

Copy
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FAQs

What types of feedback questions work best for departing customers?

Focus on specific, actionable questions like "What's the main reason you're leaving?" or "What could we have done differently?" rather than broad satisfaction ratings. Multiple choice options with an "other" field often get higher response rates than open-ended questions alone.

Should exit feedback campaigns try to retain customers or just gather information?

Primarily focus on gathering honest feedback, but include optional retention offers based on specific feedback provided. Customers are more likely to give authentic responses if they don't feel the primary purpose is retention rather than genuine improvement.

How quickly should businesses respond to exit feedback?

Respond within 24-48 hours when possible, especially for feedback indicating solvable problems. Quick responses show that feedback is valued and may create opportunities for retention or future re-engagement.

What's the typical response rate for exit feedback requests?

Response rates vary widely based on customer relationship strength, feedback method, and industry context. Shorter, simpler feedback requests typically perform better than lengthy surveys, and customers with longer relationships are generally more likely to provide departure feedback than newer users.

How should exit feedback be used to improve customer experience?

Analyze feedback patterns to identify common churn drivers, product issues, or service gaps. Use insights to improve onboarding, fix product problems, enhance support, or adjust pricing strategies based on actual customer departure reasons.