Glossary
What is a cancellation survey?
A cancellation survey is a short set of questions sent to a customer who cancels a subscription, to learn why they left. The most useful ones are brief and optional, never a condition of canceling, and link each answer to the customer's plan, tenure and revenue so patterns can be weighed rather than guessed.
What a good one includes
- One main-reason question with clear choices and an Other option.
- One optional box for what you could have done better.
- The customer's plan, how long they stayed and what they paid, taken from your billing records.
- A way to opt out of further messages.
Where they go wrong
Surveys that are long, mandatory or sent weeks later get few honest answers. Treat a small number of responses as a hint, not proof, and don't claim a feature caused cancellations just because customers mentioned it.
Where Joinfold will fit
Joinfold will connect to your billing, ask new and canceling customers why, and show what to fix. It isn't built yet: join the early-access list to be invited as places open.
Questions
Is a cancellation survey the same as an exit interview?
They overlap. An exit interview is a conversation, often with someone leaving a company. A cancellation survey is a short written set of questions for a customer who is leaving a product.