← Customer experience
Cancellation reason
Why customers leave, and what might bring them back.
The questions
- 01Main reason for leavingone choice
- 02Which provider are you moving to?short answeronly if relevant
- 03Tell us morecomment
- 04Would anything bring you back?one choice
Questions appear only to the people they apply to: someone who rates you low is asked what went wrong.
More for customer experience
NPS (relationship)The classic Net Promoter question with a "why", sent every quarter to all customers.NPS after a purchase or visitNPS tied to one interaction, with the order or visit id from the link.CSAT after supportSent when a support ticket closes: satisfied? resolved? agent rating.Customer effort (CES)"How easy was it?" after sign-up, a payment, a return or a support request.Onboarding check-inA week or a month in: are new customers getting value, and what is in the way?Win/loss surveyAsk prospects why they chose you, or did not: price, features, trust, timing.