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If nothing else, please ask your customers why they are leaving/cancelling. It makes me feel like a company doesn’t care and won’t get better if they don’t ask

by kylnew 8y ago

If nothing else, please ask your customers why they are leaving/cancelling. It makes me feel like a company doesn’t care and won’t get better if they don’t ask leaving customers why.

toast0 8y ago
Make it clearly optional though. I'm not spending 30 minutes (or whatever) answering your questions when I already hate you.
- TeMPOraL 8y ago
  Yup. Make it an extra step after confirming my account is closed. I probably don't hate you, but if you make this as an interruption to me cancelling, I very well just might. Also, I think having just a free-form text box is best. The text of options in the radio list of reasons tells a lot about the mindset of the company. Quite often, not the nicest things.
  - deleted 8y ago
    [deleted]
ndnxhs 8y ago
I usually take that time to fill the comments box with a huge list of all the ongoing bugs, all the missing features and things that have annoyed me.
- chdaniel 8y ago
  you're a good person. I myself don't do it either, unless they've helped me a lot and I feel like giving back. but yeah, just like someone else pointed out, if I hate you, no way i'm writing it
reificator 8y ago
I tend to think exactly the opposite. When I try to cancel I want to see a page that lets me cancel, not a survey to ask why I'm cancelling. It feels like a last ditch effort from a clingy, depressive/low-self-esteem lover.
- chdaniel 8y ago
  That kind of survey's without a doubt annoying. Another thing I advocate for is getting 1-on-1 with the customer (as a CEO/Founder). If I'd get a direct email from that person that has a chance of not being pre-written (sometimes you can't tell, gotta give benefit of doubt), then hell yes I'll tell you what it is that got me out. Even if I hate you. Caring is important, even if you're caring about your business in the grand scheme of things
- corobo 8y ago
  In your opinion would be be alright to meet in the middle? A sort of no-frills cancel process with a survey/question after the cancel's gone through? That way your cancel's done and dusted but with the option to feedback if you fancy it
  - reificator 8y ago
    It still comes across as clingy, but it'd be a huge improvement over putting it before. I've seen a few sites that don't make it clear that you have successfully cancelled and act as though the survey is still required, so don't do that. Make it clear the user has finished cancelling and this is an extra step they can take if they'd like.
chdaniel 8y ago
Another thing I stand for — getting in touch with users. But actually getting in touch, like "hey, here's my number. tell me what is it that you didn't like and I'll listen"

by kylnew 8y ago

If nothing else, please ask your customers why they are leaving/cancelling. It makes me feel like a company doesn’t care and won’t get better if they don’t ask leaving customers why.

toast0 8y ago

Make it clearly optional though. I'm not spending 30 minutes (or whatever) answering your questions when I already hate you.

TeMPOraL 8y ago
Yup. Make it an extra step after confirming my account is closed. I probably don't hate you, but if you make this as an interruption to me cancelling, I very well just might. Also, I think having just a free-form text box is best. The text of options in the radio list of reasons tells a lot about the mindset of the company. Quite often, not the nicest things.
- deleted 8y ago
  [deleted]

ndnxhs 8y ago

I usually take that time to fill the comments box with a huge list of all the ongoing bugs, all the missing features and things that have annoyed me.

chdaniel 8y ago
you're a good person. I myself don't do it either, unless they've helped me a lot and I feel like giving back. but yeah, just like someone else pointed out, if I hate you, no way i'm writing it

reificator 8y ago

I tend to think exactly the opposite. When I try to cancel I want to see a page that lets me cancel, not a survey to ask why I'm cancelling. It feels like a last ditch effort from a clingy, depressive/low-self-esteem lover.

chdaniel 8y ago
That kind of survey's without a doubt annoying. Another thing I advocate for is getting 1-on-1 with the customer (as a CEO/Founder). If I'd get a direct email from that person that has a chance of not being pre-written (sometimes you can't tell, gotta give benefit of doubt), then hell yes I'll tell you what it is that got me out. Even if I hate you. Caring is important, even if you're caring about your business in the grand scheme of things
corobo 8y ago
In your opinion would be be alright to meet in the middle? A sort of no-frills cancel process with a survey/question after the cancel's gone through? That way your cancel's done and dusted but with the option to feedback if you fancy it
- reificator 8y ago
  It still comes across as clingy, but it'd be a huge improvement over putting it before. I've seen a few sites that don't make it clear that you have successfully cancelled and act as though the survey is still required, so don't do that. Make it clear the user has finished cancelling and this is an extra step they can take if they'd like.

chdaniel 8y ago

Another thing I stand for — getting in touch with users. But actually getting in touch, like "hey, here's my number. tell me what is it that you didn't like and I'll listen"