Cancellation survey template
Four questions at the moment of cancellation: the reason, what would have changed it, where they are going, and whether they would return.
4 questions · about 1 minute to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- In the cancellation flow or immediately after.
- Who it is for
- Customers cancelling a subscription or service.
How to use this template
- Trigger it at the moment of cancellation; a week later the reasons are rationalised.
- Keep it to four questions. People who are leaving give you very little time.
- Tag the open answers by reason (price, missing feature, moved to competitor, no longer needed) and track the mix monthly.
Questions in the cancellation survey template
1. What is the main reason you are cancelling?
single choice · Too expensive, Missing a feature I need, Switching to another provider, No longer need it, Too hard to use, Poor support, Other
2. What could we have done differently?
open text
3. Would you consider coming back if that changed?
single choice · Yes, Maybe, No
4. May we contact you about your answers?
single choice · Yes, No
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.What is the main reason you are cancelling?
120 answered| Answer | Count | Percent |
|---|---|---|
| Too expensive | 13 | 11% |
| Missing a feature I need | 17 | 14% |
| Switching to another provider | 9 | 8% |
| No longer need it | 8 | 7% |
| Too hard to use | 19 | 16% |
| Poor support | 32 | 27% |
| Other | 22 | 18% |
2.Would you consider coming back if that changed?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 59 | 49% |
| Maybe | 22 | 18% |
| No | 39 | 33% |
3.May we contact you about your answers?
120 answered| Answer | Count | Percent |
|---|---|---|
| Yes | 69 | 57% |
| No | 51 | 43% |
How to read these questions
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
Frequently asked questions
What should a cancellation survey ask?
The main reason for leaving, what you could have done differently, where they are going instead, and whether they would return if that changed. Keep it short and never make it a blocker to cancelling.
How long does the cancellation survey take to complete?
About 1 minute: 4 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
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