Cancellation reasons
Replace the "why are you leaving?" dropdown with one honest answer.
The widget asks
"Before you go: what made you decide to cancel?"
Press and talk, or type instead
Your team gets
- The main reason in one line
- What they are switching to, if they say
- What would have kept them
- Mood
An example, said and sorted
What the user said
"Honestly it's not the product, I like it. It's just that we're only three people now and the plan starts at ten seats, so we're paying for seven we don't use. If there was a smaller plan I'd stay. We're going to try doing it in a shared doc for a while and see."
What the team gets
Smallest plan is too big for a team of three
Likes the product. Leaving because the plan starts at ten seats.
- Main reason: paying for seats they do not use
- Moving to: a shared document
- Would have stayed for: a smaller plan
- Not a complaint about the product
Mood: Positive · Urgency: Can be won back · Sent to: Team chat, Pricing channel
Written example to show the format. Not a real customer.
Questions
Will people really talk on a cancel page?
Some will and some will not, so the widget always offers a text box too. The ones who talk usually give a fuller reason than a dropdown option can hold.
Does the widget block cancellation?
No. It is one optional question. The user can skip it and the cancellation carries on as normal.