Find out why customers leave before it's too late to act.
Customer exit interviews are structured conversations with recently churned customers to understand why they left, what drove the decision, what they tried before cancelling, and what would have kept them. Churned customers rarely tell you the truth on a call with your team. Robbie runs the conversation for you.
Most exit interview programmes fail because the conversation is awkward. A customer who has just cancelled their subscription does not want to spend twenty minutes on a call explaining themselves to the company they are leaving.
So they give you a category on a dropdown and move on. You get data that confirms nothing.
Robbie runs exit interviews by text or voice, on the customer's schedule, with no pressure and no social friction. Churned customers talk to an AI differently than they talk to your customer success team.
How it works
Brief Robbie
Tell Robbie what you need to understand: why they left, what would have kept them, what they tried before cancelling. Takes about five minutes.
Share one link
Send it to churned customers in your offboarding email, your cancellation flow, or directly. They respond on their own time.
Read the synthesis
Robbie turns every conversation into themes, standout quotes, and surprises, and shows what keeps coming up across all your churned customers.
15 exit interviews
A churned customer rarely gives you more than 10 minutes, so that's what Robbie asks for, enough for one real follow-up question. No annual commitment, no minimum. £10 per 30 minutes of interview time, invoiced the following month. Shorter conversations cost proportionally less.
A small thank-you incentive (a gift card is common) is worth budgeting separately: churned customers have little reason to help you for free. For business customers who can't accept cash under company policy, offer a charity donation in their name instead.
After each interview Robbie produces a summary, themes ranked by how consistently they appeared across your churned customers, any surprises that diverged from your hypothesis, and the quotes that cut deepest.
Once you have run a full round, Robbie pulls patterns across all the conversations, so you stop seeing individual anecdotes and start seeing the actual reasons your product is losing customers.
You can download the full report as a Word document and share it with your team.
Customers sometimes leave for personal reasons: a health event, a change in circumstances, a financial situation they would rather not go into. Robbie is built to handle this appropriately.
If a participant starts to discuss sensitive personal data, Robbie redirects the conversation gracefully and without making them feel judged. Any sensitive details that do come up are automatically redacted from the transcript before you see it.
Robbie does not recruit participants. You will need to reach out to churned customers yourself, via your offboarding email, your CRM, or your cancellation flow. Robbie handles everything after that.
FAQs
- How long does a customer exit interview take?
- Robbie asks for about 10 minutes. Churned customers rarely give more than that, and it's enough for one real follow-up question. Robbie charges per 30 minutes of interview time, so shorter conversations cost proportionally less. You set a maximum duration in the brief, and Robbie wraps up before the limit.
- Will churned customers actually respond?
- Conversational formats consistently see higher completion rates than static surveys — people are more likely to finish a short back-and-forth than a form, and people are often more candid with a computer-mediated interviewer than a human one, especially on sensitive topics like why they left. A small thank-you incentive is worth budgeting for too: they have little reason to help you for free.
- Do I need to recruit participants?
- No. Robbie does not include a participant panel. You reach out to churned customers yourself, via your offboarding email, CRM, or cancellation flow, and share a single link. Robbie handles everything from there.
- Is the data GDPR compliant?
- Yes. Informed consent is captured before every interview. Robbie is ICO registered (ZC163063) and UK GDPR compliant. Any special-category personal data that appears in a transcript is automatically redacted before you see it.
- How many exit interviews do I need to run before patterns emerge?
- Most teams see consistent themes emerge after 8–12 interviews. Robbie pulls patterns across all your interviews, so you can see what is recurring versus what is one person's experience.
Related use cases
Comparing tools? See how Robbie stacks up.
Find out why before more customers leave.
Book a demoWe'll set up your first exit interview study on the call.