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Cancellation Survey

Understand churn reasons, alternatives, satisfaction, save-risk signals, and follow-up permission before or after cancellation.

14 questions
4 minute completion
Starter schema
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Preview

Interact with the actual form experience before opening the template in Formspace. Responses entered here are not saved.

Interactive preview loads automatically when this section scrolls into view.

What's included

A quick static summary of the main sections and fields, so visitors can scan the structure before opening the full template.

👤 Customer context

Help us understand the account context.

4 questions
Includes:

Name, Email address, Account type, How long did you use the product?.

Short textShort textDropdownDropdown

🔍 Cancellation reasons

Share the main reason and any supporting detail.

6 questions
Includes:

Primary reason for cancellation, What made the value or price difficult?, What functionality was missing?, Which alternative are you using?, plus 2 more.

Single choiceLong answerLong answerShort text

🧭 Follow-up

Tell us whether anything could change the outcome.

4 questions
Includes:

Is there anything that would make you reconsider?, What would need to change?, May we follow up about your feedback?, Anything else we should understand?.

Yes / noLong answerYes / noLong answer

How to use this template

When to use it

Use this template when you need a structured feedback workflow for SaaS, Subscriptions, Customer success teams. It works best when the response needs enough context for a reviewer to take the next step without sending several follow-up messages.

How to customize it

  • Replace generic labels with language your respondents already use.
  • Move optional questions later in the form so the first page stays easy to complete.
  • Add internal routing notes or tags if different team members handle different response types.
  • Pair scores with one focused follow-up question so your team understands the reason behind the rating.
  • Use ranking questions when priorities matter more than selecting every applicable option.

Example questions

These visible question examples help you evaluate the template before opening the interactive preview.

Short text

Name

Short text

Email address

Dropdown

Account type

Dropdown

How long did you use the product?

Single choice

Primary reason for cancellation

Long answer

What made the value or price difficult?

Long answer

What functionality was missing?

Short text

Which alternative are you using?

Ranking

Rank the factors that mattered most

Questions about this template

What is the cancellation survey template for?

A customer success template for teams that want actionable cancellation insight instead of a single open-text reason. It is a good fit for SaaS, Subscriptions, Customer success teams that need a structured feedback workflow.

Can I customize this cancellation survey template?

Yes. Open it in Formspace to edit questions, pages, logic, branding, publishing settings, notifications, and response handling before sharing it.

What questions are included?

The template includes 14 questions across 3 sections. Example questions include: Name; Email address; Account type; How long did you use the product?