SaaS cancellation survey

A cancellation interview that branches by reason: pricing, missing features, usability or a competitor, and asks permission to win the customer back.

“Why are you leaving?”, hosted by Mark, Head of Customer Success · 7 questions

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Every question in this form

Mark asks each of these 7 questions on camera; people answer by tapping, typing or recording. Some answers send people down a different path, shown under the question.

01
What's the main reason you cancelled?
Multiple choice
Mark says: “So, what's the main reason you decided to cancel?”
- Too expensive→ Which plan would have kept you with us?
- Missing a feature I need→ Which feature were you missing?
- Too hard to use→ Where did you get stuck?
- Switched to another tool→ Which tool did you switch to?
02
Which plan would have kept you with us?
Multiple choice
Mark says: “Totally fair. What would have made the price work for you?”
A cheaper monthly planA discount on annual billingPausing instead of cancelling
03
Which feature were you missing?
Answer by video, voice or text
Mark says: “Got it. Which feature were you missing, and how would you have used it?”
04
Where did you get stuck?
Answer by video, voice or text
Mark says: “That's on us. Can you show or tell us where you got stuck?”
05
Which tool did you switch to?
Short text answer
Mark says: “No hard feelings. Which tool did you switch to, if you don't mind sharing?”
06
Anything else we should know?
Answer by video, voice or text
Mark says: “Last one. If you could change one thing about our product, what would it be?”
07
Can we reach out if we fix this?
Multiple choice
Mark says: “If we fix this, would it be okay if we reached out to you?”
Yes, email meNo thanks

Sample answers, with the AI summary

These answers come from fictional respondents. Every new account gets them as sample data, so you can see transcripts, summaries and comments before your first real response.

Hannah Weber2 hours ago

What's the main reason you cancelled?: Missing a feature I need
Which feature were you missing?: “We needed Salesforce sync. Without it, my team copied every lead by hand.”
Anything else we should know?: “Add the integration, and honestly, I'd come back the same week.”
Can we reach out if we fix this?: Yes, email me

AI summaryNeutral

Customer cancelled due to lack of Salesforce synchronization but is open to returning if it is added.

salesforce
integration
winback-potential

Kevin Nguyen8 hours ago

What's the main reason you cancelled?: Too expensive
Which plan would have kept you with us?: A cheaper monthly plan
Anything else we should know?: “A smaller plan for two people. We loved it, we just didn't need ten seats.”
Can we reach out if we fix this?: Yes, email me

AI summaryNegative

Customer left because the minimum seat requirement was too high for their small team.

pricing
seat-minimum
small-team

Sofia Ramirezyesterday

What's the main reason you cancelled?: Too hard to use
Where did you get stuck?: “Um, the reporting dashboard was incredibly confusing. I spent hours trying to build a simple funnel chart and just gave up.”
Anything else we should know?: “The core tool is fine, but if I can't prove ROI to my boss because the reports are broken, I just can't justify the cost.”
Can we reach out if we fix this?: No thanks