If nothing else, please ask your customers why they are leaving/cancelling. It makes me feel like a company doesn’t care and won’t get better if they don’t ask leaving customers why.
Yup. Make it an extra step after confirming my account is closed.
I probably don't hate you, but if you make this as an interruption to me cancelling, I very well just might.
Also, I think having just a free-form text box is best. The text of options in the radio list of reasons tells a lot about the mindset of the company. Quite often, not the nicest things.
I tend to think exactly the opposite. When I try to cancel I want to see a page that lets me cancel, not a survey to ask why I'm cancelling. It feels like a last ditch effort from a clingy, depressive/low-self-esteem lover.
It still comes across as clingy, but it'd be a huge improvement over putting it before.
I've seen a few sites that don't make it clear that you have successfully cancelled and act as though the survey is still required, so don't do that. Make it clear the user has finished cancelling and this is an extra step they can take if they'd like.
That kind of survey's without a doubt annoying. Another thing I advocate for is getting 1-on-1 with the customer (as a CEO/Founder). If I'd get a direct email from that person that has a chance of not being pre-written (sometimes you can't tell, gotta give benefit of doubt), then hell yes I'll tell you what it is that got me out. Even if I hate you.
Caring is important, even if you're caring about your business in the grand scheme of things
you're a good person. I myself don't do it either, unless they've helped me a lot and I feel like giving back. but yeah, just like someone else pointed out, if I hate you, no way i'm writing it
Another thing I stand for — getting in touch with users. But actually getting in touch, like "hey, here's my number. tell me what is it that you didn't like and I'll listen"