What should a cancellation survey ask?

Four things: why they're leaving, what would have kept them, where they're going, and whether they'd return. This template asks exactly those in about 60 seconds.

When should a cancellation survey be shown?

In the cancellation flow itself, before the final confirm. Response rates collapse once the account is closed — catch them while they're still in the room.

Do cancellation surveys actually reduce churn?

Indirectly and reliably: 'missing features' answers become your roadmap's retention column, and 'too expensive' clusters justify a cheaper tier before the next cohort churns.

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Cancellation Survey

Free cancellation survey template. Capture the real reason for churn, what would have kept them, and where they're going — in the 60 seconds before they're gone.

churncancellationretentionSaaSexit survey

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Free to use. No credit card required.

Fields included

o
What's the main reason you're cancelling?
Single choice• Required
=
What could we have done differently to keep you?
Long text• Required
-
Which alternative are you moving to, if any?
Text input
*
How likely are you to return in the future?
Star rating

Try this form live

This is the exact experience your respondents get — one question at a time, with the AI adapting each question to your answers and validating them as you go. Clone it to add your branding, logic, and response analytics.

Why each question earns its place

What's the main reason you're cancelling?: Structured options, because free-text churn reasons are unquantifiable — you need percentages, not anecdotes.
What could we have done differently?: Required and blunt on purpose. Departing customers are the only honest focus group you'll ever get for free.
Which alternative are you moving to?: Optional competitive intel — even a 20% answer rate maps who's actually eating your churn.
How likely are you to return?: Separates pause from divorce: high scores mark accounts worth a win-back email in six months.

Best for

Customer feedback programs that need more detail than a rating alone.
Product teams collecting qualitative insight after launches.
Support teams looking for clearer issue context.

Why use this template

This template gives you a ready-to-edit conversational flow, so you can publish faster while still collecting the context a static form often misses. Start with the included fields, then adjust labels, required fields, and AI-powered follow-ups inside SiliForm.

Frequently asked questions

What should a cancellation survey ask?: Four things: why they're leaving, what would have kept them, where they're going, and whether they'd return. This template asks exactly those in about 60 seconds.
When should a cancellation survey be shown?: In the cancellation flow itself, before the final confirm. Response rates collapse once the account is closed — catch them while they're still in the room.
Do cancellation surveys actually reduce churn?: Indirectly and reliably: 'missing features' answers become your roadmap's retention column, and 'too expensive' clusters justify a cheaper tier before the next cohort churns.

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