Post-Cancellation Exit & Win-Back Survey

Thank you for taking a few minutes to share your cancellation experience. This survey is voluntary and should take about 9 minutes. Your responses are confidential, will be reported in aggregate, and will help us improve our product and services. There are no right or wrong answers—we simply want your honest feedback. You may stop at any time.

Before canceling, how often did you typically use the product?

• Less than once a month
• A few times a month
• About once a week
• A few times a week
• Daily or almost daily

What was the single biggest reason you canceled?

• Price was too high
• Did not get enough value
• Missing critical features
• Bugs or reliability issues
• Switched to a competitor
• Customer support problems
• Hard to use
• Temporary or short-term need ended
• Budget or funding cuts
• Onboarding or setup was difficult
• Data, privacy, or security concerns
• Other (please specify)

Overall, how well did the product fit your needs?

Which of the following would most increase your likelihood of returning? Select up to three.

• Lower price or a more affordable plan
• Add the specific feature(s) I need
• Improve reliability or performance
• Better onboarding and guidance
• Easier integrations with my tools
• More responsive, higher-quality support
• Month-to-month or more flexible billing
• Longer free trial or return discount
• Stronger data privacy and security assurances
• Nothing would bring me back
• Other (please specify)

We'd like to understand your cancellation experience in more depth. An AI interviewer will ask you a couple of brief follow-up questions based on your earlier answers.

Based on your responses in this survey, is there anything else you'd like to share about your experience or suggestions for how we could improve?

Which of the following best describes your role?

• Individual contributor
• Team lead or Manager
• Director
• Executive
• Founder or Owner
• Consultant or Freelancer
• Student
• Other

Thank you for sharing your experience—your feedback will directly inform product and service improvements. We appreciate your time!

How long had you been using the product before you canceled?

• Less than 1 month
• 1 to 3 months
• 4 to 6 months
• 7 to 12 months
• More than 1 year

Beyond your primary reason above, which of the following were additional contributing factors? Select all that apply.

• Price was too high
• Did not get enough value
• Missing critical features
• Bugs or reliability issues
• Switched to a competitor
• Customer support problems
• Hard to use
• Temporary or short-term need ended
• Budget or funding cuts
• Onboarding or setup was difficult
• Data, privacy, or security concerns
• None — only my primary reason

What value did you expect from the product that you did not experience? Please be as specific as you can.

How likely are you to try our product again in the next 6 months?

Approximately how many employees are in your organization?

• Just me
• 2 to 10
• 11 to 50
• 51 to 200
• 201 to 1,000
• 1,001 to 5,000
• More than 5,000

If you switched to another provider, which one did you move to? If you did not switch, please type 'N/A.'

If price were a factor in your decision, which monthly price range would make you consider returning?

• Price was not a factor
• Less than $10/month
• $10 – $24/month
• $25 – $49/month
• $50 – $99/month
• $100 – $199/month
• $200 or more/month

What industry do you primarily work in?

• Technology
• Education
• Healthcare
• Finance
• Retail or eCommerce
• Media or Entertainment
• Professional Services
• Nonprofit
• Government
• Other

In your own words, what best describes what led you to cancel?

What region are you located in?

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East & Africa
• Other