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Subscription Cancellation Survey Template

Collect customer feedback to know why they cancel subscription with your business. and make feedback-driven improvements to prevent churn using this Subscription Cancellation Survey Template.

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Subscription Cancellation surveys are a great way to know the why behind the customers’ decisions of cancelling their subscription with your product or services. These surveys allow your customers to share their concerns and feedback about their experiences with your brand. It helps you track how your product and services are performing and identify the improvement areas to take feedback-driven actions, enhance customer satisfaction, increase customer retention and prevent churn.

Questions Included in This Subscription Cancellation Survey Template

This churn survey template includes the following questions that will help you to collect customer feedback and know the reasons behind cancellation to work on them and deliver better experiences for the customers.

  1. 1. We’re sorry to see you go. 😞 Could you please let us know why you cancelled your subscription?
    • Missing features I need
    • The software is expensive
    • The project is over
    • Not sure how to use the tool
    • Other reasons
  2. 2. Any other feedback you’d like to share with us? (Optional)
    (Open-ended response)

You can easily customize this unsubscription survey template by removing, modifying or adding questions of your choice. Here are some suggestions of questions that you can consider adding to the survey as per the nature of your product or service, and your specific survey requirements.

  1. 1. Were there any unresolved issues or concerns you had with our customer support?
    (Open-ended response)
  2. 2. Were there specific aspects of our pricing structure that you found challenging?
    • Pricing was too high
    • Lack of flexibility in pricing plans
    • Hidden fees or unclear charges
    • Competitor offers better value for the price
    • Other (please specify)
    • N/A (if not applicable)
  3. 3. Did you switch to a competitor's product? If yes, please specify the competitor and reasons for the switch.
    (Open-ended question)
  4. 4. What features or benefits do our competitors offer that influenced your decision to cancel?
    (Open-ended question)
  5. 5. Were there specific times or situations when you found our platform most useful or least useful?
    (Open-ended question)
  6. 6. Under what circumstances would you consider re-subscribing to our service in the future?
    • Lower pricing
    • Improved features
    • Better customer support
    • Enhanced user experience
    • Other
    • N/A
  7. 7. What changes or enhancements do you think would bring you back as a subscriber?
    (Open-ended question)
  8. 8. How would you rate the ease of the subscription cancellation process?
    • Very Difficult
    • Difficult
    • Neutral
    • Easy
    • Very Easy
  9. 9. Was there anything about the cancellation process that could be improved?
    (Open-ended question)
  10. 10. Based on your overall experience with our product/service, how likely are you to recommend our subscription to your friends and colleagues on a scale of 0 to 10?
    (NPS question with 0-10 rating scale)

How to Use Zonka Feedback’s Subscription Cancellation Survey Template?

Maximize the effectiveness of Zonka Feedback's Subscription Cancellation Survey Template to gain insights into why users are cancelling their subscriptions. Follow these steps to optimize the usage of this churn survey template and collect valuable feedback from users who have chosen to cancel their subscriptions.

  1. Edit the Template: Click on 'Edit this Template' to access the Subscription Cancellation Survey. Customize the survey based on your specific needs to understand the reasons behind subscription cancellations.
  2. Customize the Questions: While editing, tailor the survey to delve into different aspects of the user's cancellation experience, such as reasons for cancellation, satisfaction with the cancellation process, or feedback on the overall subscription service. 
    For example, consider asking, "What was the primary reason for cancelling your subscription?"
  3. Preview and Adjust: Review the customized Subscription Cancellation Survey to ensure that questions are clear and relevant. Adjust the survey flow to align with your specific feedback collection process, making it easy for users to understand and respond.
  4. Share the Survey: Once you've made all the necessary edits, the survey is ready to use. Choose from various distribution channels to share the survey:

By following these steps, you can effectively collect feedback from users who have cancelled their subscriptions, gaining valuable insights to enhance your subscription offerings.

Key Features of Zonka Feedback to Leverage Subscription Cancellation Template

Crafting and managing subscription cancellation surveys requires a comprehensive tool to streamline the process and gather valuable insights. Zonka Feedback stands out as a robust platform, offering key features tailored to enhance your subscription cancellation feedback collection process.

1. Customizable Survey Template

Elevate your subscription cancellation survey using Zonka Feedback's customizable templates and online forms. Modify pre-built templates to address specific aspects of the user's cancellation journey, allowing flexibility to adjust survey questions based on your objectives and touchpoints.

2. Skip Logic and Question Branching

Navigate through the subscription cancellation survey intelligently with Zonka Feedback's skip logic and question branching. Customize the survey flow based on user responses, creating a personalized and efficient survey experience. For instance, if a user indicates dissatisfaction, prompt them with a question like, “We're sorry for any inconvenience. Could you share the primary reason for your cancellation?”

3. Real-time Feedback Alerts and Notifications

Stay proactive in addressing subscription cancellation feedback with Zonka's real-time response alerts and notifications. Receive instant alerts for incoming user feedback or negative responses or reasons for cancellation, facilitating prompt resolution of concerns and enhancing overall user satisfaction.

4. Multiple Channel Distribution

Seamlessly distribute subscription cancellation surveys through various channels such as email, SMS, website, or other online platforms. Capture insights from users at different stages of their user journey, and the reasons of subscription cancellation, adapting to the channels through which the subscription cancellation activity occurs.

SMS Survey: Gather Feedback On-the-go

  • Trigger concise SMS surveys immediately after a cancellation, seeking quick feedback with options like smiley ratings or star ratings.
  • Example: "Thank you for using our service. How would you rate your overall experience? Reply with a smiley for excellent, a star for good, and a frown for improvement."

Email Survey: Delve Deeper into the User Experience

  • Send detailed email surveys 24-48 hours after cancellation, covering various aspects of the user's journey, including reasons for cancellation, satisfaction with the service, and suggestions for improvement.
  • Example: "Share your experiences and concerns with [Your Company]! Your feedback helps us enhance our services. Click here to take our short survey."

In-App Survey: Immediate Feedback Post-Cancellation

  • Integrate the survey within your application immediately after users cancel their subscriptions, to ask for reasons in real time.
  • Example: "Can we know the reason for your subscription cancellation? Your feedback is valuable to us!"

Website Survey: Collect Feedback Before Cancellation

  • Trigger a pop-up survey on your website as users initiate cancellation, capturing insights to understand their decision-making process.
  • Example: "Considering cancellation? Help us to know the reason! Provide feedback on your website visit with this quick survey."

5. Automated Workflows

Streamline the post-cancellation journey with Zonka Feedback's automated workflows. Trigger surveys at different touchpoints, capturing valuable insights at key moments of the user's post-cancellation experience.

6. Closing the Feedback Loop

Move beyond mere data collection with Zonka Feedback's actionable feedback loop. Take informed actions based on received user feedback, effectively closing the loop and ensuring a continuous cycle of improvement for your subscription services based on user insights, preventing dissatisfaction and improving overall service quality.

Question Types to Include in Your Subscription Cancellation Surveys

When designing your subscription cancellation survey, incorporating diverse question types can be helpful to gain comprehensive insights into the reasons behind your users opting to cancel their subscriptions. Utilize a mix of question formats to create a well-rounded survey.

1. CSAT Rating Questions

CSAT surveys remain a valuable tool to gauge the satisfaction levels of your subscribers about various aspects and touchpoints of the user journey. The CSAT survey question operates on a five-point rating scale, and response options can be presented through various formats such as Likert scales, 5-star ratings, smiley face surveys, 1 to 5 rating scales, and more. Explore options like:

Clearly defined and consistent scales, like 1 to 5, empower users to easily convey their satisfaction levels with the various aspects of your product or service. This will help you understand where the customers were dissatisfied and what made them cancel their subscriptions.

2. Open-ended Questions

Delve deeper into the reasons behind users' subscription cancellations by incorporating open-ended questions. Encourage respondents to provide detailed feedback on the 'why' behind their decision to cancel, allowing them to express complaints, suggestions, and any unique experiences that influenced their choice.

Analyzing open-ended responses offers a richer understanding of user sentiments, enabling you to identify areas for improvement and better meet customer expectations.

3. Multiple Choice Questions

Efficiently collect feedback by incorporating multiple-choice questions into your subscription cancellation survey. Provide options for single or multiple responses, including ranking questions to assess the preferences of users. Consider a question like:

"Among the various factors, which ones do you think are the most significant that contributed to your decision to cancel your subscription?"

  • Dissatisfaction with the service/product
  • Cost-related concerns
  • Found a better alternative
  • Lack of useful features
  • Technical issues or glitches
  • Customer service experience
  • Change in personal circumstances
  • Unmet expectations
  • Difficulty in using the subscription
  • Others

In this type of question, respondents can choose multiple answers based on their preferences. Utilizing checkboxes allows users to select multiple response options which they think are the most relevant to influence their decision, providing a nuanced understanding of their reasons for cancelling subscriptions.

Subscription Cancellation Survey Template FAQs

  • 1. Why should I use the Subscription Cancellation Survey Template?

    The Subscription Cancellation Survey Template is designed to help businesses understand the reasons behind customer cancellations. By collecting feedback, you can identify areas for improvement, prevent churn, and enhance the overall subscription experience.

  • 2. Can I customize the questions in the template?

    Absolutely! This churn survey template is fully customizable. You can edit, add, or remove questions to tailor the survey to your specific needs and gain insights into the aspects that matter most to your business.

  • 3. How can I use the survey to prevent subscription churn?

    The survey allows you to pinpoint the reasons for cancellations. By understanding customer concerns, you can take feedback-driven actions, make improvements, and increase retention rates, ultimately preventing customer churn.

  • 4. Are the survey distribution channels flexible?

    Yes, the tool supports various distribution channels, including email, SMS, in-product surveys, in-app surveys, and website feedback widgets. This flexibility ensures you can capture feedback from users at different stages of their subscription journey.

  • 5. Can I integrate the survey into my website or application?

    Certainly! Zonka Feedback supports in-app surveys and website feedback widgets, enabling you to capture real-time feedback from users who are actively engaged with your subscription service as soon as they choose the option of cancelling a subscription.

  • 6. Can I try this template for free?

    Yes, you can try churn survey template as well as any other template with Zonka Feedback for free. Zonka Feedback offers a free trial for 7 days to see how helpful it can be for your business.

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