Been quiet here for a while. Coming back to it. More on that soon.

In the meantime, resurfacing one of my favorite pieces because I still get asked about it: How to Build a Good Churn Survey.

Most churn surveys are useless because they try to do everything at once. The fix is simpler than you think. Start by separating voluntary churn (customer chose to leave) from involuntary churn (payment failed, technical issue). Then apply the 20%/3% rule: whenever a single answer gets more than 20% of responses, break it into subcategories. Drop anything below 3%. Repeat until patterns stabilize.

If "Other" is your top answer, your survey is broken. If "Competitor found" keeps climbing, you have a positioning problem, not a product problem.

Simple framework. Takes 15 minutes to set up. Tells you exactly where to focus.

I missed writing here. New stuff is coming.

This time for real. Super pinky promise.