Why are you leaving?

You are leaving and we are not going to try to talk you out of it. Five questions about why, so we can fix what did not work for the next person. What you write goes straight to the team behind [service name]. 

Under 1 minute.

1. What made you cancel?

Select one answer

  • Too expensive
  • I found something better
  • Quality was not good enough
  • It did not do what I needed
  • Support was poor
  • I no longer need it

2. How often did you use [service name]?

Select one answer

  • Every day
  • Every week
  • Now and then
  • Hardly at all
  • I had stopped using it

3. Where are you going instead?

Select one answer

  • To another provider
  • I will do it myself
  • I will do without it
  • Not decided yet

4. Did you try to get help before you cancelled?

Select one answer

  • Yes, and it was sorted
  • Yes, but it was not sorted
  • No, I did not try

5. Would you come back?

Select one answer

  • Definitely not
  • Probably not
  • Not sure
  • Probably yes
  • Definitely yes

6. What would have kept you?

500

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Survey Templates Customer Feedback

Service Cancellation Reasons

Who it's for

Subscription services, gyms, software, anyone people can walk away from. Send it the moment somebody cancels.

Who answers

The person leaving, in under two minutes, while they still remember why.

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What you'll see

  • The real reason for leaving, chosen from the reasons people actually give
  • Whether they tried to get help before giving up, which is the group you could have kept
  • Where they are going instead
  • What would have kept them, in their own words

How to get good answers

  • Put it in the cancellation flow, not in an email a week later. Once somebody has moved on, they stop answering.
  • Do not make it compulsory and do not use it to sell. A retention offer disguised as a survey poisons the answers and annoys the person.
  • The people who hit a problem, asked nobody and left quietly are the ones worth reading first. Every one of them was avoidable.
  • Keep it to six questions. Someone who is leaving owes you nothing.

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