Cancellation Survey


You can use this information for a variety of initiatives - the most obvious being the top reasons why someone cancels. Beyond that, it can also shed insight into the customers that churn out the most.


Once you identify these groups, it’s best to bring that information to the product marketing team so you can spend more time cultivating leads with the highest retention rates and less on those who churn out.


Survey Content

Question: "What is the primary reason why you're canceling your account?" or "What could we change to make you want to continue using us?"


Answer type: Text-based response.


TIP: Remember to mark write-ins as required. This will ensure that the survey taker can only move to the next step once they've entered a response, and it will prevent blanks from showing in your reporting.


Cancellation Survey


If you need help understanding all the options available within the Survey Editor, visit this portion of our Help Center.


Recommended Targeting Options



Idea: Offer a retention offer on the message screen. Using the Identity API, you could also follow up with customers who give exciting feedback.


If you need help understanding all the options available within the Targeting Section, visit this portion of our Help Center.


These are just suggestions. We recommend experimenting to see what works best for you.

While the suggestions mentioned are a great place to start, we ask you to keep in mind that what may work well for some may not work for all. Constantly test and tweak your surveys to hone in on what works best for your circumstances.


Click here to see how we recommend changes in your surveys to get better results.


That is all about cancellation surveys.



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