Is reaching out directly to churned users better than sending generic exit surveys?

Automated churn forms usually get ignored or filled with fake answers but sending a simple plain-text email can bring out brutal honesty.

A single detailed breakdown of an unnoticed UI flaw from a canceled user can fix churn for future signups. Even if that specific customer never comes back, fixing the underlying friction boosts retention long-term.

Do you actively message people who left your app, or do you focus strictly on existing active users?