Cancel flow questions
Cancel flow feedback questions that get answers.
Ask the wrong way and you get “too expensive” and nothing else. Here's the one question to ask in the flow, the answer options that map to action, and the follow-up to email afterward.
The one in-flow question
“Why are you cancelling [product]?”
Answer options (single-select + optional text)
- •Too expensive for the value I got
- •Missing a feature I needed
- •Not using it enough / didn't get around to it
- •Too hard to use / set up
- •Switched to another tool
- •A bug or bad experience
- •Only needed it temporarily
- •Something else (tell us)
The after-cancellation follow-up
Pick one. Send it as a short plain-text email a day or two later.
- What made you decide to leave [product]?
- What was the one thing that would have kept you?
- What did you end up using instead, if anything?
- Was there a moment [product] let you down?
FAQ
What's the best cancellation feedback question?▼
In the flow, a single 'Why are you cancelling?' with a short list of reasons plus an optional text box. After the cancellation, a one-line email: 'What made you decide to leave?' The in-flow question gives you structured data; the email gives you the honest, detailed why.
How many questions should a cancel flow ask?▼
One, maybe two. Every extra question increases drop-off and frustration without adding much signal. Ask the reason, optionally one follow-up free-text box, then let them go. Save deeper questions for the after-cancellation email.
Should cancel flow questions be multiple choice or open text?▼
Both, in the right place. Multiple choice in the flow (fast to answer, easy to analyze), and open text in the follow-up email (where people actually elaborate). Relying only on multiple choice gives you categories but no insight into the why behind them.
What answer options should I offer?▼
Cover the common churn reasons: price, missing feature, not using it, too complex, switched tool, bug/experience, temporary need, and an 'other' with a text box. These map to actions: discounts, roadmap, onboarding, fixes, or win-backs.
How does ChurnNote use these answers?▼
ChurnNote sends the after-cancellation follow-up question by email, then groups the free-text replies into the same reason taxonomy automatically, so you get both the structured breakdown and the honest detail, and a win-back queue for the fixable reasons.
Ask, then actually use the answers.
ChurnNote emails the follow-up question, groups the replies into reasons automatically, and queues win-backs for the fixable ones. Flat $12/mo.