Retention & Churn
Cancellation Feedback
Cancellation feedback is a short conversation held at the moment a customer decides to cancel or has just submitted the request. The reason is fresh, the details are accurate and the customer can still be offered help if they want it. These questions are brief and designed to be said aloud in a few minutes, without pressure, so that they are easy to answer even when the customer is in a hurry.
16 questions
When to use this template
- Immediately after the customer requests cancellation, while the decision is recent and their memory of the events is precise.
- When you want to capture the stated reason and check it, rather than rely on a drop-down list in a cancellation form.
- When you are able to offer practical help, such as a pause, a change of plan or a fix, but only if the customer wants it.
Questions to ask
Opening
- 01Thank you for taking a moment. Can I ask what led you to cancel today?
- 02Was it a recent decision or something you have been considering for a while?
- 03Is this a cancellation of everything, or only part of what you have with us?
The reason
- 04What is the main reason you are cancelling?
- 05Was there anything else that contributed to it?
- 06Did something specific happen that made you decide now?
- 07How were you using us before this decision?
Product and value
- 08Did the product or service do what you needed it to do?
- 09Was there something you expected to find that you did not?
- 10How did the price feel compared with what you got?
Options, only if wanted
- 11Would a pause, a different plan or some help with setup have changed your mind?
- 12Is there a problem we could still fix for you before you go?
- 13Is there something you are going to use instead?
Closing
- 14Is there anything else you would like us to know?
- 15Is it all right if we keep your feedback to improve our service?
- 16How would you like us to handle your account from here?
Tips for a useful conversation
- Keep it under five minutes and say so at the start, because a cancelling customer has little patience.
- Ask permission before suggesting alternatives; if they say no, accept it and continue with the questions.
- Ask a follow-up on the first reason you hear, because the first answer is often a polite shortcut.
- Confirm clearly that the cancellation will go ahead as requested, so the customer is not worried about it.
- Record the exact reason in the customer's own words and tag it consistently so it can be counted later.
Mistakes to avoid
- Making the customer justify themselves or go through many steps before they can cancel.
- Turning the conversation into a hard retention pitch with repeated offers.
- Offering a discount before understanding the reason, which implies price was the problem.
- Collecting reasons from a form but never checking them in a real conversation.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.