Running a cancellation survey should be an integral part of your retention policy 🤓 Understanding why your customers want to cancel their subscription in the first place may help you mitigate your churn to a great extent. Luckily enough, Subbly offers you a very simple way of utilizing this 😎


In order to set your cancellation survey you'll need to login to your Subbly admin and go here

Next you'd want to navigate over to the Settings tab in order to include questions that will be presented to the customer after he decides to cancel. You can add new options, edit existing or delete current options as in the picture below 👇


Handling cancellation analytics

You can access the cancellation analytics on global or individual basis. Global cancellation analytics will show a simple pie chart on the Overview tab of your admin (picture below 👇). This will give you general idea of what is the most common reason your customers are cancelling their subscription. 

❗ Currently, global analytics are setup to highlight analytics from the last 30 days, and it's not possible to extend or reduce this time frame. 

If you'd want to go into a bit more detail and see which customer cancelled and for what reason, you'd want to navigate over to Cancelled Subscriptions tab where you'll see a complete list of cancelled subscribers along with the cancellation reason in a separate column.

Looking into Reason column, you'll exactly know which customer cancelled and for what reason. Therefore, you'll know whether you'd be able to offer a solution that will help you retain the customer 😎


FAQ

Can my customers input their own reason?

Yes, on the customer portal there is a text input which will enable them to input their own reason for cancelling which will make it easier for them to express themselves and for you to understand what is it they need exactly 😉

Are customers mandated to provide a reason when cancelling their account?

Yep, if you have this properly setup they will have to choose one of the options when initiating cancellation.


Where can I review what they wrote in the text input field?

If they had additional comment when cancelling, they can write it down in the appropriate text field on the customer portal. 

You are able to access comments from individual customers by going here > navigating to the customer you'd want to review (just click on the customer name) > go to Subscriptions tab on customer's admin > click on Show Cancelled button > hover over the little chat window as in the picture to read additional comment.