Many customers who leave decide in their first weeks, often because getting started was harder than it should have been. Ask a week or two after sign-up, when they've tried the product but still remember the first steps.
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Getting set up
First results
Help and guidance
What's missing
Overall
5 questions selected
Tips for a better customer onboarding survey
Send it once, one to two weeks after sign-up. Earlier, people haven't tried enough; later, they've forgotten the first steps.
Follow up on every “I needed help” answer; each one points at a step to simplify.
Compare answers from customers who stayed with those who left.