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For the users who will never reply to an email or take a call, you need to catch a reason at the exact moment they cancel, and this piece gives you the actual questions to ask instead of guessing. It walks through open-ended cancellation prompts (what made you cancel, what could we have done differently) and why open text beats a tidy multiple-choice list. Treat it as a starting point for your first exit survey, then tighten it once real answers come in.
How to build cancellation and exit surveys that reduce churn
From paddle.com by Paddle About a 10 minute read
- Ask the cancel reason as an open text field, not fixed options, so you capture the reason you never thought to list.
- Rewording the same question a second way (what could we have done differently) pulls out detail people skip the first time.
- Keep it short and empathetic at the point of cancellation, since a long survey at an angry moment just gets abandoned.
