Find out why customers really left
Send Jean your list of customers who canceled. An AI interviewer talks to each one, asks what changed, and by morning hands you the churn drivers with counts, quotes and the team that owns each fix.
100 AI interviews with customers who canceled in the last 30 days. One main reason each.
- Recipes got repetitive after month two34ProductPreventable“By week eight I could guess the menu. I started cooking my own stuff again.”
- Delivery day clashed with their week23OperationsPreventable“Box comes Tuesday, I travel Tuesdays. The chicken sat on the porch twice.”
- Price stopped feeling worth it18PricingPreventable“Fine at $60 when I used all three meals. I was throwing one away.”
- Too much packaging14OperationsHard to prevent“My recycling bin was full every week. My kids started commenting on it.”
- Left for a competitor's promo11Win-backHard to prevent“They offered half off for a month. I'll probably come back.”
- Preventable
- 75 of 100
- First doubt, median
- Week 7
- Canceled, median
- Week 11
- Set aside
- 9 failed-card cancels, sent to billing
Run it with
Methods
Churn driver ranking
One main reason per customer, plus the reasons that contributed, ranked by how many people gave each.
Cancel form vs. interview
What people ticked on the cancel form next to what they said when asked why, so you see what 'too expensive' really meant.
Preventable churn
Each reason marked as fixable or not, and routed to the team that owns it: product, onboarding, support, pricing or billing.
The last straw
When the first doubt showed up, what tipped it into a cancel, and how long the gap was, so you know when a save could still work.
Win-back and save-offer test
Digital twins built from the interviews react to a discount, a pause option or a product fix before you send it.
Past the cancel-form checkbox
Cancel forms nudge people to pick 'too expensive' and stop there. The AI interviewer asks what changed, what they compared you to, and what would have kept them.
A hundred interviews overnight
A CS team can call a handful of accounts. Jean can interview a hundred overnight, so you can count how often each reason comes up and compare plan types, tenure and segments.
Test the fix before you ship it
Digital twins built from your churn interviews can react to a new save offer, price or onboarding change in minutes. Confirm the winner with real customers overnight.
How you run it
- 1Minutes
Screen
A thousand digital twins answer first, so the weak options drop out.
- 2Overnight
Interview
The AI interviewer talks to real people and follows up on what they say.
- 3By morning
Decide
The number, the reasons behind it and the quotes that carry it.
Questions
How do I reach customers who already canceled?
Send them the interview link by email or text, from your own account list. They answer by text or voice when it suits them. A small thank-you helps more people finish. Reach out within a few weeks of the cancel, while they still remember why.
What churn interview questions does the AI interviewer ask?
It starts with what made them decide to leave, then follows up: when the doubt began, what tipped it, what they tried first, what they use now, and what would bring them back. You can edit the guide before launch.
How many churn interviews do I need?
Twenty to thirty usually surface the main reasons. A hundred lets you count how often each one comes up and compare segments, such as plan type, tenure or acquisition channel.
How is this different from an exit survey?
An exit survey records one checkbox. An interview asks follow-up questions, so you learn the reason behind the checkbox and hear it in the customer's words. Keep the survey for the trend line, and use interviews to explain it.
Should I interview customers whose payment failed?
Split them out first. Involuntary churn from a failed card is usually a billing fix, not a product one. A short interview can still tell you whether they meant to leave at all.
Can I interview customers before they cancel?
Yes. Send the link to accounts that show risk, such as fewer logins, a downgrade or a visit to the cancel page. Their answers tell you what to fix while there is still time to keep them.