Cancellation surveys: 10 must-ask questions, tips & templates

Canceling is a part of marketing, even though it might be disappointing for the companies. There is no need to feel that much negative about it because you still have lessons to learn from them. So, it is very influential in presenting a well-prepared survey to people who request cancellation rather than being let down by the cancellation. 

Getting essential feedback from the customer who decided to cancel the product or service has many pros for your business and company. Cancellation questions gather responses that help you realize where you are doing wrong and how you can improve.

In this article, you will read about an excellent guideway for cancellation surveys with 10 must-ask questions, tips & templates!

What is a cancellation survey?

Also known as the exit or churn survey, a cancellation survey is a document that collects data to learn why cancellations occur. Cancellation surveys ask why customers are giving up their product or service. It also checks the customer experience and asks whether or not there have been negative factors that need cancellation.

The main goal of conducting a cancellation survey is to know why they leave, but the ultimate goal is to prevent them from leaving. For this reason, a good customer cancellation survey asks specific user experience questions to hold more users and get more.

Why do you need a cancellation survey?

Cancellation surveys can get you to collect the essential answers that give you tips for a better service. These honest answers coming from the users are great tools for getting closer to success. 

Membership cancellation survey questions or subscription cancellation survey questions might seem negative to you at first glance; however, they have fantastic potential to improve your product and service. Creating an exit survey can help you:

10 must-ask cancellation survey questions

Cancellation survey questions should be different and specifically targeted. These types of questions need to include exit questions with condensed information. To reduce churn, the questions should be prepared based on the thoughts, comments, and opinions about the brand.

Here are the awesome10 free cancellation survey questions with their explanation about why and how you need to use them:

1 - Why did you decide to stop your membership?

Asking why they decided to stop membership directly examines the reason for canceling their subscription or membership. Honest customer answers show you what you need to fix or the services and products that need improvement with all transparency. This one is definitely a must-ask question.

2 - What did you like about us?

Asking for the loved sides of your company makes it possible for you to learn the most loved and desired items, services, sides, and other aspects. It could be your pricing, attitude, vision, or any factor that makes the people choose you. Once you learn these facts about your business, you can apply or use them more.

3 - What did you dislike about us?

Requesting the customer's least sides about your service is a critical question regarding understanding the cancellation's primary reason. As answer options, you can present them both multiple choices and open-ended. But do not forget that open-ended questions give users more chances to explain better and express their opinions about the cancellation. 

4 - Did you use our free trial?

If you have a free trial application, the customer might not be informed about it. When they cancel the membership or subscription without using the free trial, they might change their mind and continue their membership/subscription. This might decrease the rate of cancellation. For your survey, you can check the free unsubscribe form templates.

5 - What could we have been doing better?

The answers of what you could have been doing better collect the most valuable insights for customer retention. The recommendation coming from them carries enormous importance for the churn rates.  Do not forget that the more you receive recommendations from the customer, the more you will do your job better!

6 - How long have you been a member of us?

Asking your customers who have given up on a product or service for how long they have preferred them will help you question your business and service. Losing the customer who has preferred you for many years means a lot, needless to say. Including this question in a customer exit survey might also help the customer support’s work. So, asking them why the exit will allow you to get more valuable and trustworthy suggestions. 

7 - Overall, how do you rate our service?

Even when they are leaving, asking the customers how they rate the service or product from 1 to 10 will make it manageable and more successful to gather data about your service. This question reveals whether or not your clients were satisfied with your company. This question also measures customer satisfaction truthfully. 

8 - Would you recommend our product/service to your loved ones?

Even though it might sound weird to ask if they would consider recommending you for an exit interview, it might be an opportunity for your business to speak with a disgruntled customer privately before they complain in public. 

9 - Which of the following best describes your experience with our product?

Asking for the rank of your company's product is a good idea because even though the customer is learning, s/he might still express their opinion about your product. In the following, you can ask this question and present the choices as great, good, average, poor, and terrible.

10 - Do you still want to get emails?

Email marketing has a significant impact on sales. When you ask the customer if they still want to get emails from your company might help you, but how? If the customers allow your offering to be informed about the latest campaign, discount, or offers, there is still a chance to reattract the customer and be chosen by the customer again.

How to create an online cancellation survey

A well-designed cancellation survey can answer your self-ask questions about how I can be more successful. Receiving actionable insights is only possible by creating cancellation survey forms via an online tool like forms.app. Each survey response brings you closer to success! It is up to you to learn lessons, even from the customers who give up on you.

If you want to start but do not know from where, here is your guideline for creating a well-prepared cancellation survey: 

1 - Create a forms.app account

The first step is to enter your current account, but if you do not currently have one, you may easily and quickly establish one. Do not forget that you may sign in using Slack Overflow, Google, Facebook, and Apple.

Create an account or log in

2 - Generate with AI, choose a template, or start from scratch

If you want to take advantage of contemporary technology, start producing with AI. Additionally, you can start from scratch if you wish to choose every component. If you want to save time, you may also use free online cancellation survey templates. Eventually, you will not waste time on coding.

Choose a starting point

3 - Add your cancellation questions

The cancellation survey’s core might be said to be its questions. Keep your goals in your mind when selecting the questions. Also, remember that while adding your question, avoid using too long sentences because short questions collect more responses. You can check the sample questions for the cancellation survey given above.

Add your own cancellation questions

4 - Customize & share your survey

In this step, let your creativity speak! As you pay more attention to the survey details, the more you will be seen as professional. A well-designed and elegant survey reflects the fact that how you take each step seriously. You can look at design tips to boost conversions for better tips. After completing all these steps, your cancellation survey is ready to be shared with the customers who want to cancel. 

Customize & share your survey

5 Tips to create a better cancellation survey

As we have discussed before, cancellation surveys are an excellent way of collecting user feedback. However, aimless and unplanned prepared cancellation surveys cannot help you. So, here are some tips for you to create better survey:

Key points to takeaway

People might choose to do something, but they can also choose not a variety of reasons. You can assist customers in scheduling their time more quickly and effectively by providing them with an efficient cancellation survey. 

Working with enthusiasm for what I can learn from them, rather than being demoralized by customers who leave, will undoubtedly make you more successful. So, without losing time, start creating a cancellation survey, learn what makes your customers leave, and take action!