Subscription Cancel-Flow & Retention Offer Fairness Survey

Welcome! This short survey asks about your experience with our subscription cancellation process. Your responses are completely anonymous and will be reported only in aggregate to help us improve. There are no right or wrong answers—we simply want your honest opinions. Participation is voluntary and you may stop at any time. The survey takes approximately 6–8 minutes to complete. By continuing, you confirm that you are at least 18 years old and consent to participate.

Which of the following best describes your current status with this subscription?

• Active and paying
• Active on a free trial
• Paused
• Canceled within the last 90 days
• Canceled 90+ days ago
• Considering canceling

In the past 12 months, have you attempted to cancel or pause this subscription?

• Yes — I successfully canceled
• Yes — I tried but did not complete cancellation
• Yes — I paused instead of canceling
• No, I have not tried

How easy or difficult was it to find the cancellation option on the website or app?

How clear were the steps you needed to complete in order to cancel?

How clear were the terms and conditions presented during cancellation (e.g., final billing date, remaining access)?

Overall, how clear was the cancellation process from start to finish?

During the cancellation process, which of the following offers or alternatives were you presented with? Select all that apply.

• One-time discount
• Lower-priced plan or downgrade
• Pause option
• Extended trial or free months
• Added features or bundle
• None — I was not shown any offers
• Other (please specify)

How fair or unfair did the retention offer(s) you were shown feel?

The offer(s) I was shown felt relevant to my situation.

It was clear what I would receive if I accepted the offer.

I felt pressured to stay subscribed during the cancellation process.

How clear or unclear are the company's cancellation and refund policies?

After your cancellation or attempted cancellation experience, how much do you trust this brand?

Please rank the following reasons for canceling (or considering canceling) in order of importance to you, with the most important reason first.

1. Price is too high
2. Not using it enough
3. Found a better alternative
4. Technical or service issues
5. Content or features not relevant
6. Billing or account frustration

Based on your experience, what would make the cancellation process and any retention offers feel more fair or transparent?

We'd like to learn a bit more about your cancellation experience. A few brief follow-up questions will appear below.

In which region do you currently reside?

• United States
• United Kingdom
• Canada
• Australia
• European Union (other)
• Asia
• Latin America
• Africa
• Middle East
• Other

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer not to say

What is the highest level of education you have completed?

• Less than high school
• High school or GED
• Some college or vocational training
• Bachelor's degree
• Master's degree
• Doctoral or professional degree
• Prefer not to say

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker or caregiver
• Unemployed and seeking work
• Not seeking work
• Retired
• Prefer not to say

Thank you for sharing your experience. Your feedback helps us improve the cancellation process and build a better service. Your responses have been recorded.