Template Questions
All 9 Survey Questions
Nine questions designed to surface churn risk before it becomes a cancellation. Question 7, renewal intent, is the most predictive single question in any subscription satisfaction survey. Pair it with Question 2 (value for money) and NPS to identify your three subscriber segments: promoters who will expand, passives at risk at the next price change, and detractors likely to cancel in the next 60 days.
01Overall, how satisfied are you with our product or service?Scale 1–5
02How well does your subscription represent value for the price you pay?Scale 1–5
03How satisfied are you with the features or content included in your plan?Scale 1–5
04How smooth was the experience of getting started and set up?Scale 1–5
05How satisfied are you with the quality of support when you need help?Scale 1–5
06How easy is the product to use day to day?Scale 1–5
07How likely are you to renew your subscription when it next comes up?Scale 1–5
08How likely are you to recommend us to a friend or colleague? (0–10)NPS Scale
09What is the one thing that would most improve your experience as a subscriber?Open Text
When to Send It
Three Survey Moments That Actually Prevent Churn
Day 30
Post-onboarding check
Catches setup and onboarding friction before it becomes the reason a subscriber disengages. Most fixable with a single support touchpoint.
Day 60-90
Pre-renewal signal
Low renewal intent scores (Q7) at 60 days give your success team time to intervene with a tailored offer or check-in call before the decision is made.
Post-update
After a major change
Price increases, interface changes, and feature removals each need their own survey send. Low value scores after a price change are an early warning you need to act on immediately.
How It Works
From Template to Subscriber Insight in 3 Steps
1
Customise and set up
9 questions pre-loaded. Adjust language to match your product's tone and add any specific questions about your plan tiers or features in under two minutes.
2
Send to subscribers
Include the link in a transactional email, in-app notification, or post-login prompt. Customers respond on any device without creating an account.
3
Act on churn signals fast
Segment results by renewal intent score. Route low-intent responses to your customer success team for a direct outreach. Close the loop before the renewal date.
Sample Results
What Your Satisfaction Dashboard Shows
After 118 subscriber responses sent at the 60-day mark for a project management SaaS, the onboarding gap against ease of use scores revealed that most dissatisfied subscribers had never completed the initial setup tutorial. A single automated email fixing this reduced 90-day churn by 18%:
Subscriber Survey · 118 responses60-day cohort · SaaS
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Overall satisfaction
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NPS
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Renewal intent
Value for money3.7 / 5
Ease of use4.1 / 5
Onboarding experience3.2 / 5
Support quality4.3 / 5
41%
Promoters (NPS 9-10)
35%
Passives (NPS 7-8)
24%
Detractors (NPS 0-6)
FAQ
Frequently Asked Questions
Is this subscription service survey template free?
Yes. Free forever with no signup required. Up to 100 responses on the free plan. Pro ($19/month) allows 10,000 responses and a response timeline, useful for tracking how satisfaction changes across cohorts or after product updates.
When should I send a subscription satisfaction survey?
The three highest-value moments: at 30 days after signup while onboarding is fresh, at 60 to 90 days before the first renewal decision point, and immediately after a major product update or pricing change. The 30-day survey catches issues before they become cancellation reasons.
How does this help with churn reduction?
Subscribers who cancel rarely explain why. This survey gives them a low-friction private channel to flag dissatisfaction before they hit cancel. Renewal intent (Q7) and value for money (Q2) are the two strongest predictors of churn risk. Customers who score low on both and rate NPS below 7 are your highest churn risk in the next 60 days.
Can I use this for SaaS products and subscription boxes?
Yes. For SaaS, the feature satisfaction and ease of use questions are most critical. For subscription boxes, adjust the onboarding question to cover first delivery experience and the feature question to cover product curation quality. Both are quick edits in the builder.
What is the difference between this and a customer churn survey?
A churn survey is sent after a customer has already cancelled to understand why. This survey is sent to active subscribers to identify dissatisfaction before it leads to cancellation. Running both gives you a complete picture: this catches at-risk subscribers early, and the churn survey captures those you missed.
What happens when I reach 100 responses?
VoteGenerator will notify you as you approach the limit. Pro ($19/month) gives you up to 10,000 responses, a response timeline showing how satisfaction changes across cohorts over time, and CSV export for product and revenue reporting.
Catch your at-risk subscribers before they hit cancel
9 questions. Works for any subscription model. No customer signup.
Use This Template - FreeNo signup required · Free up to 100 responses · Pro from $19/month