E-commerce
Post-purchase rating that routes happy customers to a video testimonial with sharing consent, and unhappy ones to a fix-it flow
Why are you leaving?
A cancellation interview that branches by reason: pricing, missing features, usability or a competitor, and asks permission to win the customer back.
Hosted by Mark, Head of Customer Success · 7 questions
Every question in this form
Mark asks each of these 7 questions on video. Some answers send people down a different path, shown under the question.
- 01
What's the main reason you cancelled?
Multiple choice
Mark says: “So, what's the main reason you decided to cancel?”
- Too expensive → Which plan would have kept you with us?
- Missing a feature I need → Which feature were you missing?
- Too hard to use → Where did you get stuck?
- Switched to another tool → Which tool did you switch to?
- 02
Which plan would have kept you with us?
Multiple choice
Mark says: “Totally fair. What would have made the price work for you?”
A cheaper monthly plan · A discount on annual billing · Pausing instead of cancelling
- 03
Which feature were you missing?
Answer by video, voice or text
Mark says: “Got it. Which feature were you missing, and how would you have used it?”
- 04
Where did you get stuck?
Answer by video, voice or text
Mark says: “That's on us. Can you show or tell us where you got stuck?”
- 05
Which tool did you switch to?
Short text answer
Mark says: “No hard feelings. Which tool did you switch to, if you don't mind sharing?”
- 06
Anything else we should know?
Answer by video, voice or text
Mark says: “Last one. If you could change one thing about our product, what would it be?”
- 07
Can we reach out if we fix this?
Multiple choice
Mark says: “If we fix this, would it be okay if we reached out to you?”
Yes, email me · No thanks
Sample answers, with the AI summary
These answers come from fictional respondents. Every new account gets them as sample data, so you can see transcripts, summaries and comments before your first real response.
Hannah Weber · Which feature were you missing?
“We needed Salesforce sync. Without it, my team copied every lead by hand.”
AI summary: Customer cancelled due to lack of Salesforce synchronization but is open to returning if it is added.
Kevin Nguyen · Anything else we should know?
“A smaller plan for two people. We loved it, we just didn't need ten seats.”
AI summary: Customer left because the minimum seat requirement was too high for their small team.
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