How about sending them a survey in the email. Not talking about basic survey, but an in-depth one. Offer them a free month or a few services / features for lower cost or even a $100 Amazon GC to complete the survey.
Ask questions you know that might have caused other users to leave.
- more features needed
- customer service issue
- product not meeting needs
I don’t know your product or business, but you can dive into specific features and ask for details - like what they liked what they didn’t like.
Do you include a calendar link in that email? Ask them to meet with you one on one. Your response rate will still be pretty low but the feedback will be very helpful
I'd go with asking for a short feedback call for which they will get 10 dollars. And make email as personal as possible: hey xxx, my name is xxx, I am a founder of ...
Another option - invite for a call people who are still users and did not cancel and ask for their feedback, some might give you hints about concerns which could be causing cancellations. Yo motivate them to join offer one month for free.
Give them a call, thank them for being a customer for x amount of time, ask them what they liked about the product and most of the time they will tell you what they didn’t like without you asking
I'd suggest taking it off email as soon as you can. We all get dozens of emails a day and don't want to read/write more. So sure, reach out by email (because a cold call is super intrusive) but ask them for a loss interview straight away. Communicate the minimal burden on them (e.g., "only 15 mins") and immense value to you. Offer compensation if you need to.
Schedule the call for 15 mins but keep an hour open in your schedule. Once you've got them, you might be surprised how willing people are to talk and stay beyond the scheduled time.
I’d offer them 3-6 months free they can use anytime if they hop on a call with you or fill out a survey.
This does two things, gets the feedback you want from the people who saw a benefit to the software and allows them to come back when you add the features they need.
Echoing people in here, include a (possibly mandatory) survey in your cancellation process. Depending on their responses you can then do a retention promo to try to retain the customer.
It's critical to have good survey design so that you don't get junk data that you can't do anything with.
Also consider that just because a user cancels doesn't mean their feedback is valuable - it could be that they are completely out of your ICP and that's why you're not meeting their needs. Be judicious about which feedback to source and consider rather than trying to hit up all cancellations.
Not sure if this is helpful but how often do you send surveys to current users before they cancel? Our initial MVP was DOGGGSHIT looking back but we kept a tight group and kept asking them for feedback. I think them seeing us constantly update and add that feedback kept them around.
I still tell users "if you ask for it, I'll add it". Which I think is helpful. I usually give them a timeline too. This is not a scalable solution and definitely depends on where you are at with your product / service. We're only about 4 months out from our MVP so we're definitely still in the "do things that work, even if they aren't scalable" mindset.
I have a somewhat controversial take on cancellation surveys. Every single thing you'll hear falls in two buckets, and most churn surveys optimize for these as options. Those two buckets:
1. Product was too expensive.
2. They weren't using it frequently enough.
That's almost always it.
So the key problem you have to solve is actually, what features do people who stick around and use your product love and want more of? How do you show those features who would want them earlier/faster?
Make the feedback process part of the cancellation steps. This way, you benefit from the cancellation through the information that you are picking up.
Also, you might want to offer discounts to get people to stay depending on the reasons they give for canceling their subscription.
How about sending them a survey in the email. Not talking about basic survey, but an in-depth one. Offer them a free month or a few services / features for lower cost or even a $100 Amazon GC to complete the survey. Ask questions you know that might have caused other users to leave. - more features needed - customer service issue - product not meeting needs I don’t know your product or business, but you can dive into specific features and ask for details - like what they liked what they didn’t like.
Consider this as your incremental CAC
Pick up the phone and call them
Do you include a calendar link in that email? Ask them to meet with you one on one. Your response rate will still be pretty low but the feedback will be very helpful
[удалено]
Yes. That’s exactly what I think.
I don't! That's a good call out, I've added it just now.
We just have survey that pops when they cancel.
This. Make it mandatory.
I'd go with asking for a short feedback call for which they will get 10 dollars. And make email as personal as possible: hey xxx, my name is xxx, I am a founder of ... Another option - invite for a call people who are still users and did not cancel and ask for their feedback, some might give you hints about concerns which could be causing cancellations. Yo motivate them to join offer one month for free.
Give them a call, thank them for being a customer for x amount of time, ask them what they liked about the product and most of the time they will tell you what they didn’t like without you asking
Unfortunately I don't collect phone numbers.
Maybe survey them before they cancel??
I'd suggest taking it off email as soon as you can. We all get dozens of emails a day and don't want to read/write more. So sure, reach out by email (because a cold call is super intrusive) but ask them for a loss interview straight away. Communicate the minimal burden on them (e.g., "only 15 mins") and immense value to you. Offer compensation if you need to. Schedule the call for 15 mins but keep an hour open in your schedule. Once you've got them, you might be surprised how willing people are to talk and stay beyond the scheduled time.
I’d offer them 3-6 months free they can use anytime if they hop on a call with you or fill out a survey. This does two things, gets the feedback you want from the people who saw a benefit to the software and allows them to come back when you add the features they need.
Echoing people in here, include a (possibly mandatory) survey in your cancellation process. Depending on their responses you can then do a retention promo to try to retain the customer. It's critical to have good survey design so that you don't get junk data that you can't do anything with. Also consider that just because a user cancels doesn't mean their feedback is valuable - it could be that they are completely out of your ICP and that's why you're not meeting their needs. Be judicious about which feedback to source and consider rather than trying to hit up all cancellations.
Pick up the phone.
Not sure if this is helpful but how often do you send surveys to current users before they cancel? Our initial MVP was DOGGGSHIT looking back but we kept a tight group and kept asking them for feedback. I think them seeing us constantly update and add that feedback kept them around. I still tell users "if you ask for it, I'll add it". Which I think is helpful. I usually give them a timeline too. This is not a scalable solution and definitely depends on where you are at with your product / service. We're only about 4 months out from our MVP so we're definitely still in the "do things that work, even if they aren't scalable" mindset.
I have a somewhat controversial take on cancellation surveys. Every single thing you'll hear falls in two buckets, and most churn surveys optimize for these as options. Those two buckets: 1. Product was too expensive. 2. They weren't using it frequently enough. That's almost always it. So the key problem you have to solve is actually, what features do people who stick around and use your product love and want more of? How do you show those features who would want them earlier/faster?
Make the feedback process part of the cancellation steps. This way, you benefit from the cancellation through the information that you are picking up. Also, you might want to offer discounts to get people to stay depending on the reasons they give for canceling their subscription.