Renewal Surveys

Allison Bantz

Hello!  New to the community and excited to be here.  I'm curious if anyone has conducted renewal surveys via email or in-app to get a sense of a customer's intentions to renew, separate from CSAT or NPS?  The goal would be to solicit feedback (likert scale) across both user and buyer base, allowing our CSMs and RMs to get ahead of any unknown blockers to renewal, approximately 4-6 months in advance.  We are a seed-stage company, contracts are annual in length, and we have historically had significant challenges with attrition.  In some of my research, there was a very specific recommendation to ask "Based on your experience so far, how likely are you to renew?" What would be the pitfalls to avoid or the downsides of launching something like this?  Any experience with this topic?