Offboarding Cancellation Questionnaire – Subscription Insights

subscription offboarding cancellation questionnaire reduce churn ongoing

Written by Adriana Pope

August 24, 2022

Now you can see why your customers have canceled their subscriptions. The new Ongoing Questionaire for Subscription off-boarding provides incredible insights like never before!

These are actionable subscription insights to help you make beneficial changes to your business based on the feedback you receive from your customers.

Churn is the death of subscriptions.

It takes so much effort to get someone to subscribe, you want to ensure you keep them subscribed. But at the same time sometimes people will inevitably unsubscribe. But why?

That’s the million-dollar question.

By knowing why people are canceling their subscriptions, you’ll be able to improve your products and processes.

Ongoing’s new questionnaire asks these customers a simple question.

Why are you canceling your subscription?

Your customers can easily choose a reason for why they are canceling or they can also choose “Other”.

The “Other” field is great because it allows the customer to voice their opinion directly to the merchant.

Example feedback: ” I feel like the quality drastically decreased in the past couple of months, and although I used to love it, it’s not as great anymore.”

This is your chance to hear directly from your customers how they feel about your subscription products.

Example selections the customer can make are the following:

  • I’m coming back, this is only temporary
  • Too Frequent
  • I don’t like the product
  • It’s too expensive
  • Only wanted one delivery
  • need to change the shipping address
  • Delivery is too expensive
  • Need to change subscription product
  • Other, please specify
  • Skip, I just want to Cancel

As a merchant, you will soon be able to view these insights in the new analytics dashboard, rolling out soon! 😃

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