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by reificator 2690 days ago
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.
2 comments
corobo 2690 days ago
In your opinion would be be alright to meet in the middle? A sort of no-frills cancel process with a survey/question after the cancel's gone through?

That way your cancel's done and dusted but with the option to feedback if you fancy it

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reificator 2689 days ago
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.

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chdaniel 2690 days ago
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

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