What are Cancellation Surveys?
A cancellation survey, sometimes called an exit survey, is given to former members to understand why they canceled. It helps you identify areas for improvement & reduce churn.
Starting on 2/14/2024 all active Uscreen stores will have an cancellation survey as part of their member cancellation process. Your members will be prompted to fill out the survey upon cancelation. Cancellation survey is available on mobile apps 3.18 or later available May 2024
When one of your members cancels, they will be asked to answer a short survey after successfully canceling. They can skip the survey if they do not wish to answer. The survey does not stop them from canceling.
The survey asks the canceled member to choose one of several responses to why the canceled, which cannot be edited:
I didn’t enjoy the content
It’s too expensive
I found something better
I needed more content
Other (text field)
Here is a Preview:
Note: It's not possible to disable the Cancellation Survey, however your members can skip it.
Where to find Cancellation Survey responses
Go to Analytics > Subscribers > Cancellation Reasons to view your Cancellation Survey responses.
Here, you will find a report of all of your Cancellation Surveys. You can export the report to see all the reasons provided in the “Other” category.
FAQs
How do I view responses by individual members?
You can download a CSV file with all cancellation responses and view individual member responses by clicking on the Export to CSV button.
How do I view the reasons provided for "Other"?
You can download a CSV file with all cancellation responses and view individual member responses by clicking on the Export to CSV button. This will also show you the reason provided for "Other"
What if I have the Reduce Churn feature already turned on?
The Reduce Churn feature also uses the same Cancellation Survey, so the data will be consistent across the two reports.
When do mobile apps members see the Cancellation Survey?
App store subscriptions are different than website subscriptions, since they go through the respective Apple or Google app stores. You members get prompted, inside your app, for the cancellation survey AFTER their active subscription period (or trial).