Keep it to 1 question: 'Why are you leaving?' with 4-5 options. Too expensive → offer a discount or cheaper plan. Missing features → show your roadmap and estimated delivery. Not using enough → offer a pause or reduced plan. Switching to competitor → highlight your unique features. Better offer elsewhere → match or beat it. The critical part is dynamic response — each answer triggers a different retention offer, not a generic 'please stay' message. Track which reasons correlate with successful recovery to optimize over time. SaveMyChurn handles this automatically with Stripe-connected cancellation flows.
SaaS Cancellation Surveys: How to Ask, What to Ask, and How to Respond
A well-designed cancellation survey does two things: it gives you data to fix your product, and it gives you a chance to save the customer. Most SaaS teams do neither well.
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