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for corduroy (http://corduroysite.com/ http://corduroysite.com/) when an administrator clicks on the cancel link, they are asked why (but can leave it blank) an

by there 17y ago

for corduroy (http://corduroysite.com/ http://corduroysite.com/) when an administrator clicks on the cancel link, they are asked why (but can leave it blank) and after submitting the page, their site is marked inactive. they are emailed a goodbye message and told that their site remains disabled but otherwise intact for 14 days. if an administrator logs in within 14 days, they are asked whether they want to reactivate the site, and if so, it's just enabled again. if the site is still inactive after 14 days, their database gets deleted from the server and from all backups. the exit survey is helpful to find out if you can do something to help the user, which is also why deactivating the account but not immediately deleting it is helpful. give yourself some time to try to reach out to the user and help them while their data is still intact. however, a long survey may just further frustrate the user. and of course, always delete the user's account after a certain amount of time (i'm looking at you facebook) if not immediately. offering incentives to canceling users always seemed shady to me. i remember calling comcast and trying to cancel and having all kinds of offers thrown at me. why do i have to threaten to cancel to get a lower rate?

frossie 17y ago
Something I find effective is offering loyalty perks. For example gamefly gives you a voucher for every N months you stay with them and some perks that kick in after a certain amount of time (eg. free shipping for merchandise after 3 years). Then when you go to cancel, they remind you that these benefits will be lost if you change your mind and want to rejoin, and offer you a discount if you prepay for the next 3 months up front. I find that quite effective. As for the original question, I think an exit survey is fine but make sure there is a free-format field as well - not all complaints can fit in a multiple choice format, and I at least have taken the time to leave detailed feedback when presented with the opportunity to do so.

by there 17y ago

frossie 17y ago

Something I find effective is offering loyalty perks. For example gamefly gives you a voucher for every N months you stay with them and some perks that kick in after a certain amount of time (eg. free shipping for merchandise after 3 years). Then when you go to cancel, they remind you that these benefits will be lost if you change your mind and want to rejoin, and offer you a discount if you prepay for the next 3 months up front. I find that quite effective. As for the original question, I think an exit survey is fine but make sure there is a free-format field as well - not all complaints can fit in a multiple choice format, and I at least have taken the time to leave detailed feedback when presented with the opportunity to do so.