Questions to ask when a customer cancels. The main reason comes first, with a box to explain, followed by where they're going and what would have kept them — often something you can offer on the spot, like a pause or a cheaper plan.
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The reason
Their experience
Winning them back
Open question
5 questions selected
Tips for a better cancellation survey
Keep it to three or four questions — they're leaving, and goodwill is short.
Make every question optional and never block the cancellation behind the survey.
Group the reasons monthly. The biggest one is your retention plan for next quarter.