Free cancellation survey template
Why they're leaving, asked once and plainly, with no save offer.
- 5 questions
- One question at a time
- 1 conditional
- Free, unlimited responses
Opens in your dashboard with the whole form in front of you. Nothing is created until you say so. Keep it, restyle it, or pick a different one.
Updated October 7, 2026
- Q1
Step 1 of 5
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Ships in Mono · 26 to choose from
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What this cancellation survey asks, and why
Customers who are leaving have little patience, so the main reason comes first, on its own screen, and it's the only required question apart from the account email. People moving to another product are asked which one; nobody else is. Optional questions take more detail and ask whether they'd consider coming back. The survey makes no save offer, because an offer at this point turns an honest reason into a negotiation. It also doesn't cancel anything: connect it to your own cancellation process, or embed it in your cancellation page. Count the reasons each month and fix the most common one.
- Questions
- 5, 2 required, 1 conditional
- Format
- One question at a time
- Theme
- Mono, or any of 26
- Cost
- Free, no response cap
The 5 questions it asks
In order, with their field types and why each one is there. Pick one to see its screen above. Edit, reorder or delete any of them once it's yours.
The one question this form exists for, on its own screen. Edit the reasons to the ones you hear most often.
Shown only to people moving to something else, so you learn which competitor without asking everyone.
Optional, for the context behind the reason.
Whether they would come back, and on what condition. The best list for a future win-back campaign.
The account email, so the response can be matched to the subscription being cancelled.
1 question is conditional. It only appears when an earlier answer calls for it, so most people answer 4, not 5.
Built for these jobs, and easy to bend to yours
- Subscription cancellation flows
- Membership and renewal lapses
- Offboarding a client at the end of a contract
- Any exit where the reason is worth more than the save
Ways to adapt it
Membership lapses
Reword the reasons for clubs and memberships, such as moving away or changing interests, and send it when a renewal is missed.
End of client contract
Use it when an agency or service contract ends, with reasons about scope, results and budget.
In-product cancellation
Embed the form in your cancellation page so the reason is captured in the same flow.
How to get good answers from a cancellation survey
- 1
Do not block the cancellation
Let people cancel whether or not they answer. A survey that stands between someone and the exit damages trust.
- 2
Do not make a save offer here
A discount at this moment turns an honest reason into a negotiation. Collect the reason now and make offers separately later.
- 3
Read reasons by plan
Price complaints on your cheapest plan mean something different from the same complaint on your most expensive one.
- 4
Act on the top reason
Fix the most common reason each quarter and watch whether its share falls. That is the measure of whether the survey is working.
After you publish
Where the responses go next
Share reasons with the team
On Pro, post each response to a Slack channel so product and success teams see every reason as it arrives.
Count the reasons
The answer breakdown shows which reason is growing month by month, with no spreadsheet needed.
Plan win-backs
Export the people who said they would return if something changed, and contact them when it does.
Cancellation Survey: common questions
Still deciding?
Seven steps from an empty account to a published form.
What should a cancellation survey ask?
The main reason for cancelling, optional detail, whether they would come back, and their account email. Every question after the reason is optional.
Why is there no discount offer?
An offer at the moment of cancellation makes the reason feel like a bargaining position. This form collects the reason; win-back offers can come later.
Does it ask which competitor they chose?
Only if they say they are moving to something else. Everyone else is not asked.
Can the form cancel their account?
No. It records the reason. Connect it to your own cancellation process with a webhook on Pro.
Can I put it inside my app?
Yes. Embed it on your cancellation page or link to it from the confirmation email.
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