Customer Cancellation Survey Template

Send it on the day someone cancels, while the reason is fresh. There is one required question, the reason, from a list generic enough to fit any subscription. There is deliberately no NPS question: asking someone who has just left whether they would recommend you mostly measures the fact that they left.

6 questions, 1 required

Free plan, no card needed

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What respondents see

Every question below, exactly as it will appear. Nothing here needs editing before you send it, though you can change any of it once the survey is yours.

1. What is the main reason you cancelled? *

Too expensiveMissing a feature I neededHard to useTechnical problemsPoor support or serviceSwitched to another providerNo longer need itOther

2. Could you tell us a bit more?

3. Overall, how satisfied were you while you were a customer?

😠😕😐😊😄

Very dissatisfiedVery satisfied

4. What are you doing instead?

Using a different providerDoing it ourselves or in-houseStopped doing this altogetherNot decided yet

5. What would have made you stay?

6. Would you consider coming back in the future?

YesMaybeNo

* Required question

What you get back

Results arrive as charts per question, and one click turns them into an executive summary, key findings and recommended actions. That is included on every plan, free included, and every figure in the summary is calculated in code rather than written by the model, so it cannot disagree with the chart beside it. See a finished report from a real 144 response survey.

More on this kind of survey in Customer Feedback Surveys That Tell You What To Do Next.

Prefer to work through the answers yourself? See how to analyze open-ended survey responses and how to present survey results to leadership.

Choosing between survey tools? See how SurveyService compares.

Start with this template and edit anything you like. It lands in your editor as a draft, so nothing goes out until you send it.

Use this template

Other templates

Customer Feedback Survey · NPS and CSAT, plus the follow-up that makes a score mean something.
Employee Engagement Survey · eNPS and the three statements engagement actually turns on.
Event Feedback Survey · Six questions, built for the QR code on the way out.
Product Feedback Survey · Ends on the question most product surveys never ask.
Market Research Survey · Problem validation, not opinion collection.
Client Satisfaction Survey · For agencies and freelancers checking in mid-engagement.
Employee Exit Survey · Why people leave, asked so they will actually say.
Training Feedback Survey · Eight questions after a course or workshop, not thirty.
Employee Pulse Survey · Five questions you can send every couple of weeks.