Overview

What is the Cancel Survey feature?

The Cancel Survey feature allows sellers to configure a customized cancellation survey that appears when a customer initiates a subscription cancellation. This feature helps businesses gather valuable insights into customer churn, enabling them to improve retention strategies and refine their offerings.

How it works

1. Survey Trigger When a customer clicks to cancel their subscription, a survey appears before finalizing the cancellation.
2. Customizable Questions Sellers can choose which reasons appear in the survey from a predefined list.
3. Feedback Collection Customers select a cancellation reason or provide additional comments.
4. Data Insights Sellers can analyze responses to understand trends and take action.

Cancellation survey reasons

The cancellation survey provides a predefined list of reasons sellers can enable or disable based on business needs. When a customer cancels a subscription, the selected reasons appear, allowing sellers to gather structured feedback. Below is the complete list of reasons for cancellation:

• Cost: The price no longer fits my budget.
• Need: The service doesn't meet my needs.
• Usability: I experienced technical issues or found it hard to navigate.
• Support: My experience with customer support was unsatisfactory.
• Integration: It doesn't work well with my existing tools or systems.
• Alternative: I switched to a different product or needed missing features.
• Other

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Default "Other" Reason

The Other reason appears grayed out during configuration because it is a default survey option that cannot be enabled or disabled. It is always included in the cancellation survey, allowing customers to provide additional feedback.

Configure cancellation survey reasons

Sellers can customize the cancellation survey reasons to match their business needs. By selecting from a predefined list, they control which options appear when buyers cancel their subscriptions.

To configure your cancellation survey:

1. In the FastSpring app, navigate to Settings > Store Settings > Catalog.
2. Locate the Cancellation & Retention > Select Cancellation Reasons panel.
3. To enable or disable a reason in the cancellation survey, check or uncheck the box next to it. Only the selected reasons will appear in the cancellation survey.
4. Click Save to confirm your selections, and the cancellation survey will update accordingly.

How do sellers and buyers experience the cancellation survey?

This section outlines how sellers and buyers interact with the cancellation survey during the cancellation process, highlighting key steps and touchpoints for each user group.

Seller and support team experience

This section describes the workflow for sellers and support teams when using the cancellation survey. It details how to initiate a cancellation, record survey feedback, and update subscription statuses.

1. In the FastSpring app, navigate to Sales > Subscriptions. Select the customer subscription you want to cancel to open the subscription details Overview page.
2. Click the Cancel button in the top-right corner of the Overview page; the Cancel Subscription modal appears.
3. In the Cancel Subscription modal, document the cancellation by:
   • Selecting a cancellation reason from the predefined list.
   • Adding any additional comments (optional).
   • Specifying whether the cancellation takes effect immediately or at the end of the current billing cycle.
4. Click Confirm Cancellation to finalize your selections. The subscription status updates to Canceled, and the details page refreshes with all relevant data for record-keeping.

Buyer experience

This section describes the workflow for buyers when using the cancellation survey. It outlines how to cancel a subscription, provide feedback, and confirm the cancellation.

1. In your account management portal, locate the subscription you wish to cancel and click the Manage drop-down menu > Cancel Subscription.

2. If your subscription can be paused, a prompt appears offering two options:

   • Pause subscription: Temporarily pause your subscription.
   • Cancel anyway: Proceed with cancellation.

     Note: The cancellation feedback screen appears directly if the pause option is unavailable.

3. In the cancellation feedback screen, document your cancellation decision by:

   • Selecting a cancellation reason from the provided list.
   • Adding any additional feedback or comments in the text area (optional).

4. Click Confirm Cancellation to submit your feedback; a brief loading animation indicates your cancellation is being processed.

5. Once complete, the subscription details page updates to display the status as Canceled, which you can verify anytime in your account management portal.