Survey ROI Calculator

The cost of ignorance is the revenue lost from customers who churn without ever telling you why. When your survey response rate is 12%, that means 88% of churning customers leave without any feedback. You cannot fix problems you do not know about. This metric puts a dollar value on that blind spot.

Directly. If you only hear from 10% of churning customers, you are making product and business decisions based on a tiny, potentially biased sample. The customers who do respond tend to be the most vocal, while the silent majority may have very different reasons for leaving.

Email-based exit surveys typically see 6-15% response rates. In-app surveys do better at 30-50%. Post-interaction surveys land around 15-25%. The key issue is not the absolute number but how much of your churning customer base goes completely unheard.

Industry research suggests 30-50% of SaaS churn is preventable when companies act on customer feedback. The challenge is that without feedback from the silent majority, you cannot identify which churn is preventable. That is why improving response rates has such high ROI.

AI-powered voice conversations are one alternative, reaching 55-75% of customers compared to 6-15% for email surveys. Other options include cancel flow interviews, customer success check-ins, and product usage analysis. The most effective programs combine multiple channels.

Compare the cost of your feedback program (tools, time, staff) against the revenue saved by acting on the feedback. If your program costs $5,000/year and helps you retain even 5 customers at $3,000 ACV each, that is a 3x return. This calculator helps you quantify the opportunity.