A 2-question exit survey surfaced the churn driver behind 60% of leaves

A 2-question exit survey surfaced the churn driver behind 60% of leaves

A paid community guessed at why people left. We added a forced 2-question exit survey at cancellation. Within 60 days the data showed 60% of churners cited the same cause: "too much noise, couldn't find the good stuff." That was actionable.

The exit SOP:
— ☐ Cancellation triggers a mandatory 2-question form (not optional — optional = no data)
— ☐ Q1: single-select reason (5 options + other)
— ☐ Q2: one free-text "what would've kept you?"
— ☐ Tag and tally weekly; act when any reason crosses 25%

We responded with a curated weekly digest of best threads. Next quarter, "too much noise" exits dropped from 60% to 22% of leaves. You can't fix churn you can't name. Make the exit survey mandatory and narrow.

Save this for your next launch.