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A ready-to-make-yours survey

Cancellation survey template

Find out why customers cancel with this free cancellation survey template. Ask for the main reason, what would have made them stay and, if they’re switching, which tool they’re moving to.

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Use this templateFree to customize. No code needed.
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What’s inside this survey

4 questions, ready to edit. Add, remove or reword any of them.

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  1. 1What is the main reason you're cancelling?Multiple choice
  2. 2What would have made you stay?Long text
  3. 3Which tool are you switching to?Short text
  4. 4How likely are you to come back in the future?Rating
A little guidance

Make the most of your next survey.

Questions to consider for your cancellation survey

The template covers the essentials. Use these as ideas when you edit it: keep the ones that fit your purpose and add any details your process needs.

  • How long were you a customer?
  • Which plan were you on?
  • Did you contact support before cancelling?
  • Would a pause option have helped?
  • Can we contact you if we fix this?

How to use the responses

Group cancellations by reason every month. “Too expensive” may point to a missing cheaper plan, “missing features” to your roadmap, and “not using it enough” to onboarding. Reach out to anyone who left because of a bug or reliability issue.

Ask one question that matters

People cancelling don’t owe you their time. Lead with a single required question about the main reason, and keep the rest optional. You’ll get many more answers than with a long form.

The template uses logic to ask “which tool are you switching to?” only when that’s the reason. It’s the most useful competitive intelligence you can collect.

How to customize and share this template

  1. 1

    Edit the reasons to match your product and pricing.

  2. 2

    Pass the customer ID and plan in the link with hidden fields.

  3. 3

    Show the survey in your cancellation flow or send it by email straight after cancellation.

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Start free with no credit card. Every template works on every plan.

Logic for competitors

Ask about the next tool only when someone is switching.

Hidden customer fields

Attach plan and account ID without asking.

Charts for every answer

See scores, averages and trends in a live report you can share with your team.

Frequently asked questions

What is a cancellation survey?

A short survey shown when a customer cancels, asking why they’re leaving and what would have made them stay.

Should a cancellation survey be required?

Keep it optional or limit it to one required question. Forcing a long survey frustrates people who have already decided to leave.

How do I use the results?

Group reasons monthly, fix the most common causes and follow up with customers who left because of something you can fix.

Is it free?

Yes, on every plan.

Can I customize this cancellation survey template?

Yes. Add, remove or reword any question, change the design, add logic, and edit the thank-you screen before you publish. No code needed.

A few more possibilities

Keep the ideas coming.

Explore all collect feedback
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A starting point. Make it your own.

Copy the free cancellation survey template into your account, add your personal touch and share it by link, embed or QR code. Free forever, no credit card.

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