A cancellation-flow survey that appears when a user initiates account deletion or subscription cancellation. It captures the specific reason for leaving and, where appropriate, offers alternatives to cancellation — such as a plan downgrade, a pause, or a discount.
Trigger this survey when a user clicks "Cancel Subscription," "Delete Account," or "Downgrade to Free" in the billing or account settings. Show it before the cancellation is finalized so there is an opportunity to retain the user.
Open with an empathetic message: "We're sorry to see you go. Before you cancel, could you share why? Your feedback helps us improve." Avoid guilt-tripping or making the user feel bad.
Present a multiple-choice list of common cancellation reasons: "Too expensive," "Not using it enough," "Missing features I need," "Switching to a competitor," "Poor experience," "Other." Allow only one primary selection.
Based on the selected reason, show a targeted follow-up. For "Too expensive," ask about budget. For "Switching to competitor," ask which one. For "Missing features," ask which feature would have kept them.
Present a contextual retention offer: a plan downgrade, a subscription pause (1-3 months), a discount, or a call with a product expert. The offer should match the stated reason for leaving.
Show two clear buttons: "Proceed with Cancellation" and "Keep My Account." If the user proceeds, process the cancellation gracefully, confirm the effective date, and explain data retention policies.
Sign up for Produktly and use this template to get started in minutes.
Start free trial