Churn diagnostics
📖 3 min readUpdated 2026-04-19
Understanding why users leave is as important as reducing churn. Surface-level fixes without root-cause analysis rarely work.
Segments
- Churn by signup cohort
- By plan tier
- By acquisition channel
- By usage pattern
Qualitative
- Exit surveys (short, at cancel)
- Churn interviews (5-10 users, phone)
- Support tickets review
Common causes
- Price sensitivity
- Missing feature
- Poor onboarding
- Better alternative found
- Business situation changed
Actionable output
Categorize 100 churned users. Top 2 causes become focus for retention work.