Churn Risk Scorecard
A scorecard that reads the warning signs of a customer about to leave, across how much they use you, how they feel, and whether they see a future with you. It turns churn from a surprise into something you can see coming and act on.
What the questions look like
Real questions from the template, shown in full. You can edit every one of them.
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How often are you getting real value from us lately?0 - Rarely now510 - Constantly
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How do you feel about us compared with a few months ago?0 - Cooler510 - Warmer
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How likely are you to still be with us a year from now?0 - Unlikely510 - Certain
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How well are we still meeting your needs?0 - Falling behind510 - Better than ever
An example result
Answers run 0 to 10 and convert to a score out of 100 across Usage, Sentiment and Future intent. A low score flags a customer at risk, and the weakest category tells you why they are drifting.
Usage has dropped and future intent is shaky, though sentiment is not hostile. Reach out personally this week, ask what has changed, and show them a use they are missing before it hardens into a cancellation.
| Secure (75-100) | Engaged and committed. A candidate for a referral ask. |
| Watch (50-74) | Some cooling. Re-engage before it slides. |
| At risk (0-49) | Drifting toward the exit. Intervene personally now. |
Who it is for
For subscription and service businesses. Send it to customers on a cycle, or at renewal, to catch the ones slipping away while there is still time to keep them.
Related templates
Customer Effort Scorecard
Measure how hard your customers have to work to deal with you, because effort is what quietly drives them away.
Product Value Survey
Learn how much your product really matters to customers, and what would make it a must-have for more of them.
Recommendation Scorecard
Find out how strongly your customers would recommend you, and exactly which part of the experience is holding that back.
Questions about this template
When is the best time to send it?
On a regular cycle and ahead of renewals, so you catch drift early rather than at the point of cancellation.
What do I do with a high-risk result?
Trigger a personal, human follow-up. Each response is captured so an at-risk score can alert the right person to act.
Can I tailor the warning signs?
Yes. Adjust the categories to the signals that matter in your business so the score reflects your real churn drivers.
