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Cancellation flow survey template

Offer a pause before customers cancel, and learn what would bring them back

Three questions between the cancel button and the final confirmation: the main reason for leaving, a choice between pausing and canceling, and what would bring the customer back. Use it as it is or change any question, and Usertick reads every written answer for you.

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What this cancellation flow survey tells you

A cancellation flow survey asks why a customer wants to leave and gives them a lighter option before they go. This template asks three questions in under a minute: the main reason from a list, a choice between pausing the plan for up to three months and canceling it, and what would bring them back.

It is written for the step between the cancel button and the final confirmation in your web app, inside the page or as a popup when someone clicks Cancel. The survey records the choice, and your app or billing system does the pausing, through a webhook, a Zapier step or a link to your pause page.

Every written answer is read as it arrives and filed under a category such as pricing and plans or features and gaps, with a type and a customer risk reading. Results shows the share of each reason and the split between pause and cancel, against the period before.

On your websiteAs a linkIn an emailAs a conversation
Questions
3
Time to answer
About a minute
Written for
Between the cancel button and the final confirmation
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

What's the main reason you want to cancel?

Why ask it
A required reason gives every attempt to cancel a label you can count, whether the customer ends up pausing or leaving.
What you learn
A donut with the share and count of each reason, with typed Other answers listed. Select a reason to see how often customers with that reason chose to pause.
Make it yours
Match the options to your product, and keep them the same as in any other cancellation survey you run, so the numbers compare.
Question 2 of 3 · This or that

Would you rather pause your plan or cancel it?

Why ask it
Customers who cancel for low use or a tight budget may keep their account if they can stop paying for a while. Offering the pause as one of two choices keeps the decision in their hands.
What you learn
A split bar with the share who chose to pause and the share who chose to cancel, compared with the period before. Select the pause side to read their reasons.
Make it yours
Change the pause length to what your billing system supports, and send each pause answer to your system with a webhook, so the pause actually happens.
Question 3 of 3 · Text · Optional

What would bring you back?

Why ask it
The answer names the price, the feature or the change that would win the customer back, which gives you something specific to write about later.
What you learn
Usertick reads each answer, files it under a category and a theme, and marks it as an idea, a complaint or a question. Filter by theme to see which condition for coming back comes up most.
Make it yours
Call Usertick.identify() with the user's email, so you can write to the customers whose condition you meet.

What the answers show

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

What's the main reason you want to cancel?

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 Before you go 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

    Connect the pause to billing

    The survey only records the choice. On every plan, send each pause answer to a webhook or a Zapier step that pauses the plan in your billing system, or add a Call to action question that opens your pause page.

  2. 02

    Offer the pause where it fits

    Add a rule on the first question so customers whose project or business ended go straight to question 3. A pause rarely helps a business that has closed.

  3. 03

    Keep the cancel in one click

    Let the final confirmation work whether or not the survey is answered, so customers who are short on time can still cancel without a detour.

  4. 04

    Check who comes back

    Compare the share who chose to pause with how many paused accounts return to paying in your billing data, so you know whether the offer keeps customers or only delays the cancel.

Churn surveysSaaS surveysWebsite surveysChurn questions

More churn templates and questions

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

Templates

Browse all templates
ChurnCancellation surveyUnderstand why customers cancel, so you can fix the biggest reasons first. Show it in the cancel flow, just before the final confirmation.
ChurnWhy they downgradedLearn why customers move to a smaller plan, how easy the change was and what would bring them back up. Show it right after a downgrade is confirmed.
ChurnTrial exitLearn why trial users didn't choose a plan, what they expected and what they use instead. Send it by email the day after a trial ends without a purchase.
ProductProduct feedbackGive users one place to share what they think of the product, sorted by area so it reaches the right team. Run it as an always-on feedback button inside your app.

Frequently asked questions

No. The survey records whether the customer chose to pause or cancel. Your billing system does the pausing, triggered by a webhook or a Zapier step, or by a link to your pause page in a Call to action question.

After the customer clicks Cancel and before the final confirmation. Embed it inside that step, or open it as a popup with an element click trigger on the Cancel button, from Starter or on 1 survey on Free.

As long as your billing system and your costs allow. Up to three months covers a quiet season or a budget review; change the label to match what you offer.

The Cancellation survey asks for a reason, a comment and permission to contact the customer. Before you go asks for the reason, offers a pause and asks what would bring the customer back.

Yes, when your app calls Usertick.identify(). Each response then carries the user's ID and email, and the inbox shows who answered.

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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  • 150 responses a month on Free
  • Every channel and AI analysis
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