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Account deletion survey template

Learn why users delete their account, at the last step

Three questions on the deletion screen: why the user is leaving, how likely they are to come back and what would have changed their mind. Usertick reads every written answer and flags the ones you can still act on.

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What this account deletion survey tells you

An account deletion survey asks users why they are leaving at the last step, when the reason is still on their mind. This template offers six reasons, from no longer needing the product to privacy concerns and opening a new account, with a write-in Other, then asks how likely they are to come back and what would have changed their mind. It takes about 50 seconds.

It is written for the account deletion screen in your web app, inside the page above the final confirmation, so users can answer or go straight to deleting. Target the screen by its address. Because the survey sits in the page, it shows as soon as the screen loads and never covers the button that confirms the deletion.

Results shows the share of each reason with the typed Other answers listed, a donut of how likely users are to come back, and each written answer with its theme and sentiment, each against the period before. Each response also gets an urgency and a customer risk reading, and a workflow can route the privacy answers to the person who handles them.

On your websiteAs a linkIn an emailAs a conversation
Questions
3
Time to answer
About a minute
Written for
Your web app's account deletion screen, before the final step
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

On your website

Show it as a popup, a side button or inside the page, and choose the pages and the moment it opens: on page load, after a delay, on scroll or as someone is about to leave, on every plan. Event and behavior triggers work on 1 survey on Free and on every survey from Starter.

The 3 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 3 · Multiple choice

Why are you deleting your account?

Why ask it
The six reasons separate what you can fix, such as price or a missing feature, from what you can't, such as no longer needing the product. The option for opening a new account flags users who aren't leaving at all.
What you learn
A donut with the share and count of each reason, the typed Other answers listed, and stacked shares over time. Select the price reason to read what would have changed those users' minds.
Make it yours
Show a cheaper plan on the deletion screen itself when you have one, since price is a reason you can still answer.
Question 2 of 3 · Multiple choice

How likely are you to come back in the future?

Why ask it
Users who might come back deserve a different goodbye from those who won't: a note when the missing feature ships, or an easy way to return.
What you learn
A donut with the share of each answer from very likely to very unlikely, against the period before. Select Very likely to see why those users are leaving.
Make it yours
On every plan, a workflow can add the likely returners to a Google Sheet, so you can write to them when the missing feature ships.
Question 3 of 3 · Text · Optional

What would have changed your mind?

Why ask it
The last question asks for the one thing that would have kept the user, which turns a lost account into a concrete fix.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends. Usertick marks ideas and complaints and flags urgent ones, such as a privacy worry that needs a reply.
Make it yours
Keep it optional, so deleting the account never takes longer than the user wants.

What the answers show

Results turns each question into numbers you can follow week by week.

Why are you deleting your account?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

How likely are you to come back in the future?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Account deletion in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Never block the deletion

    Place the survey above the confirm button, so answering stays optional and deleting stays one click away. A survey that stands in the way of leaving makes the last impression worse.

  2. 02

    Know who is leaving

    Pass the user's plan and signup date with Usertick.identify(), so each answer arrives with who sent it and how long they stayed.

  3. 03

    Route the privacy answers

    On every plan, a workflow posts every answer that names privacy concerns to the person who handles data requests, in Slack or Microsoft Teams.

  4. 04

    Read the new account answers

    Users who delete to open a new account may be stuck on a setting they couldn't change, such as the account email. Look for that flow in their written answers.

Churn surveysWebsite surveysCancellations and refunds questions

More churn templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
ChurnUnsubscribe reasonLearn why people leave your email list and whether fewer emails would have kept them. Place it on your unsubscribe confirmation page.
ChurnCancellation surveyUnderstand why customers cancel, so you can fix the biggest reasons first. Show it in the cancel flow, just before the final confirmation.
NPSNet Promoter Score (NPS)Measure how likely customers are to recommend you, and hear the reason behind each score. Send it every quarter by email or in the app to track loyalty over time.
CSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.

Questions from the library

Browse the question library
  1. How easy was it to cancel?Customer effort · Cancellations and refunds
  2. What made you ask to cancel?Multiple choice · Cancellations and refunds
  3. Were the cancellation terms clear before you signed up?Yes / No · Cancellations and refunds
  4. How easy was it to get into your account today?Customer effort · Account and sign in
  5. How did you sign in?Multiple choice · Account and sign in
  6. Did you have to reset your password?Yes / No · Account and sign in

Frequently asked questions

On the deletion screen of your web app, inside the page above the final confirmation. Users who want to leave without answering can still confirm right away.

Keep it optional. The first two questions are one tap each, and users who want to leave quickly can confirm the deletion without answering.

Sort the reasons into those you can fix, such as price or a missing feature, and those you can't. Work on the largest fixable reason first, and compare its share with the period before.

The website script runs in web apps and single-page apps. A mobile app can open a link copy of the survey in a browser view from its deletion screen.

When your app passes the user ID and traits with Usertick.identify(), each answer arrives with them, so your team can see the plan and signup date behind each reason in the inbox.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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