Which plan or account type do you currently use?
How often did you use our product in the last 30 days?
- Several times a day
- About once a day
- A few times a week
- About once a week
- Less often
- Not in the last 30 days
Are you considering canceling or closing your account?
- Yes, within 30 days
- Yes, within 3 months
- Considering, no timeline
- No
In the last 90 days, have you attempted to cancel, pause, or downgrade?
What are the main reasons you might cancel or downgrade? Select all that apply.
- Fees are higher than expected
- Value does not meet my needs for the price
- Found an alternative that fits better
- Issues with transfers or deposits
- Card declines or unexpected holds
- App performance or reliability issues
- Security or privacy concerns
- Missing features I need
- Customer support did not meet expectations
- Too complicated or hard to use
- Temporary financial constraints
- Switching banks/providers
- Employer or payroll change
- I no longer need this product
Briefly describe your top reason in your own words.
Max 600 chars
Which of the following could keep you from canceling? Select all that apply.
- Lower monthly price for 3 months
- Waive a recent fee
- Move to a lower-cost tier
- Temporarily pause my account
- Change billing date or cycle
- Personalized support to resolve my issue
- Help exporting data or switching features
If you are not planning to cancel, what would most increase the product’s value for you?
- Lower or simpler fees
- Faster transfers and deposits
- Higher limits
- Better budgeting/insights
- More rewards or perks
- Easier-to-use app
- More integrations (e.g., payroll, accounting)
- Access to live human support
If applicable, what discount (as a percent) would make you reconsider canceling? Enter a number from 0 to 100.
Please rate your satisfaction with the following areas in the last 30 days.
Which alternatives are you considering or using alongside us?
- Traditional bank
- Online-only bank
- Neobank
- Credit union
- Payment app
- Budgeting app
- Crypto platform/exchange
- None of the above
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
- I am paying attention
- I am not paying attention
In the last 90 days, did you contact customer support?
If yes, how would you rate that recent support experience?
How likely are you to recommend our product to a friend or colleague?
How long have you used our product?
- Less than 1 month
- 1–6 months
- 6–12 months
- 1–2 years
- More than 2 years
- Not sure
Where do you currently live?
What is your primary role for this account?
- Personal use
- Business owner/admin
- Employee/team member
- Household/shared
- Other
- Prefer not to say
Any other feedback you’d like to share to help us improve?
Max 600 chars
AI Interview: 2 Follow-up Questions on your feedback
Thank you for your time—your feedback helps us improve!