Use case · Churn
Find out why people leave, from the people who left.
ProductSignal interviews churned users in the week they leave, while they still remember why. You get what they said on one page, tied to who said it.
ForProduct leadsCustomer successFounders
Interview #128
06:42 · day 3 after cancel
AI
You cancelled last Tuesday. What was the last thing you tried to do in the product?
Sarah
I set up the workspace and invited two people. Then I opened it the next day and it was empty. I didn’t know what I was supposed to do next.
AI · follow-up
What did you expect to see when you opened it?
Sarah
Honestly, that they’d see the board. Instead they got an empty workspace.
Evidence
128 interviews · 9 days
I invited two people. Neither of them ever logged in.
The price made sense once it worked. It never got there for us.
The first screen was empty. I didn’t know what I was meant to set up.
The empty first screen was not one of the planned questions.
One churn study, nine days in. One conversation on the left, the evidence from the other 127 on the right.Every quote links back to its interview
Runs when someone cancels
Connect Stripe, Segment or your own webhook. ProductSignal emails them within 72 hours, while the reason is still fresh.
Sarah K. · Team plan
cancelled Tue 14:02
Cancel event received · Stripe
Tue 14:02
Invite sent · email
Tue 14:05
Interview started · link
Thu 09:12
Added to the topic
06:42 in
Day 3 after cancel · within the 72h window
It doesn’t ask twice
The interview already knows what this person told support and past surveys, so it picks up the thread instead of starting over.
Interview #128 · Sarah
02:10
Context · support ticket #4471 · March
“My teammates can’t see the boards I made.”
AI
You wrote to support in March about teammates not seeing your boards. Was that still the problem when you cancelled?
Sarah
Partly. It got fixed, but by then they’d stopped opening it.
Added to the topic · Why they left
The questions
Three openers. The rest is listening.
You can edit them, add your own, or leave them as they are. Most teams leave them.
- Opener 01What was the last thing you tried to do in the product?Follows up on what they expected to happen, and what happened instead.
- Opener 02When did you first think about cancelling?Places the decision in time. Most people decide weeks before they click.
- Opener 03What are you using instead now?Asks what the replacement does that you didn’t, or whether there is one.
- Add your own opener
Northwind · month-two churn
“We had a churn survey for two years. The first week of interviews told us more than all of it.”
128
interviews in the first nine days
−18%
month-two churn, one quarter after the fix shipped
Other use cases
Same loop, different question.
Interview #41 · day 6
03:27
Priya
Have my team in it. I invited them, but there was nothing to show them yet.
AI · follow-up
What would have made the first screen worth sharing?
Added to the topic · Onboarding
Onboarding
Where new users get stuck in the first week, while they can still tell you.
See use case →Would you use it? · evidence
64 interviews
Elena M.· Ferro
“Only if it goes straight into Jira. The spreadsheet was only ever the middle step.”
Marcus K.· Tessel
“It would replace the spreadsheet we rebuild every quarter.”
Priya S.· Arbor
“Honestly, not a priority right now. We export twice a year.”
Jira was never in the spec
Discovery
Whether a thing is worth building, before you build it.
See use case →