Cancellation survey: why are you leaving us?

This cancellation survey asks customers who are leaving why they made that decision, in about two minutes. It starts with the main reason, from price to service quality, then follows up with the questions that matter for that reason, and ends with an overall rating and what could make them come back.

What is a churn survey for?

Every cancellation contains information you rarely get otherwise. This survey turns it into data you can use. The first question offers the most common reasons: price too high, service no longer used, missing feature, another provider chosen, technical issues or disappointing customer service. Depending on the answer, follow-up questions ask which feature was missing or which provider was chosen and why. Customers can then rate their overall experience, say what might win them back and agree, or not, to be contacted. Over time you see which reasons dominate and where to focus your efforts.

Who is it for?

• Subscription businesses and software publishers
• Telecom, energy and insurance providers
• Gyms, clubs and training centres when members do not renew
• Online shops closing customer accounts

How to adapt it in Mailpro

Adapt the list of reasons to your sector and keep the conditional questions, so that each respondent sees only the follow-ups that apply to them. Rewrite the texts in your tone, add your logo and colours, then share the survey by link on the cancellation confirmation page, by QR code or in the last email you send with Mailpro. Answers arrive in Mailpro, and you can set tags on contacts according to their answers, for example to send a tailored offer to those who left because of price.

Tips

• Send it immediately after the cancellation; a few days later, most people will not answer.
• Stay respectful: no pressure, no hard-sell offer in the survey itself.
• Only contact customers who explicitly agreed to it.
• Share the main reasons with product and support teams every month.

Frequently asked questions

Which cancellation survey questions give the most useful answers?

A closed question on the main reason, followed by an open question for details, gives figures you can count and comments you can understand.

Is a customer exit survey worth it if few people answer?

Yes. Even a small number of answers can reveal a recurring problem you were not aware of.

Should the cancellation survey be mandatory?

No. Keep it optional so that leaving remains simple; a forced survey leaves a poor last impression.

Questions in this template

1. What is the main reason you are leaving?
   The price is too high · I no longer use the service · A feature I need is missing · I chose another provider · Technical or quality issues · I was not satisfied with customer service · Another reason
2. Which feature did you miss?
3. Which provider did you choose, and why?
4. Could you tell us more?
5. How would you rate your overall experience?
6. What could make you come back?
7. May we contact you about this?
   Yes · No
8. Your email