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Using Cancellation Survey to Collect Feedback From Churned Customers

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 share that information with the product marketing team so you can spend more time cultivating leads with the highest retention rates and less time 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 prevent blanks from showing up 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

Where should this survey appear?: Only on the cancel page.
Who should be prompted to take this survey?: Logged-in users.
When should this survey be displayed?: 3 seconds after the page loads.
How often should this survey be displayed? Continue showing until the visitor provides a response.

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.

That is all about cancellation surveys.

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