Customer Cancellation Survey Template
A free cancellation survey for SaaS and subscription businesses. Learn why customers cancel, where they go next, and what would bring them back.
Customize the pages and design to fit your needs.
About this template
Link this churn survey from your cancel page or cancellation email. Collect the main reason, the tool they're moving to, what you could have done better and what would win them back, so you know which fixes cut churn the most.
Common uses
- SaaS cancellation flows
- Subscription boxes and memberships
- Customer success teams tracking churn
Key features
- Main reason for leaving
- Competitor they chose
- What would win them back
What this template asks
What's your email address?
Email
What's the main reason you're canceling?
Single Choice · Too expensive, Missing features I need, Hard to use, Switching to another tool, Not using it enough, Technical problems, I only needed it for a short time, Something else
Which tool are you switching to?
Short Text · Optional
What could we have done better?
Long Text
How satisfied were you overall?
Opinion Scale
What did you like most?
Long Text · Optional
Would anything bring you back?
Single Choice · A lower price, A missing feature, Better support, Fewer bugs, Nothing right now
Can we contact you about your answers?
Yes / No
How to use this template
Copy it
Select Use template and a copy opens in your workspace as an unpublished draft.
Make it yours
Edit any question or answer, choose a theme, and add your logo.
Share it
Publish, then send the link, show a QR code, or embed the form on your site. Responses arrive in Submissions.
Frequently asked questions
What questions should a cancellation survey ask?
The main reason for canceling, the tool they're moving to, what you could have done better, overall satisfaction and what would bring them back.
When should I send the cancellation survey?
Show it right after someone cancels, or link it from your cancellation confirmation email. Answers are most honest in that moment.
How do I tie answers to an account?
Add a ref tag or link detail such as the plan or account ID to the survey link. Responses arrive with that context and the customer never sees it.