Who this is for
Built for teams that sell directly to customers.
Subscription Boxes · Memberships · Digital Products · Repeat Purchase Programs
Show at the moment of cancellation inside the cancel flow
The problem this solves
You can track the outcome. You still need to know why it happened.
Cancellation is one of the clearest churn signals, but only if you ask while the reason is still fresh. This template keeps the cancellation moment short and respectful so you can learn the pattern behind churn without creating more frustration.
When to use it
Show at the moment of cancellation inside the cancel flow
Keep it to one or two required questions
Best for subscriptions, memberships, digital products, and repeat-purchase programs
Works well on
Cancel FlowWeb Form
Start with the channel that matches the customer moment, then refine the survey in Launch or Studio before you publish it.
What you'll learn
Three things you should know after the first wave of responses.
Purchase confidence
The Main Reason Customers Cancel
Checkout friction
What Might Have Kept Them
Buyer needs
Whether They May Return Later
What you'll learn
Which Churn Pattern Is Most Common
Inside the survey
The questions
01
Single Choice
"What's the main reason you're cancelling?"
02
Long Text
"What could we have done to keep you?"
Survey preview
See the survey your customer will actually see.
Before you go, one quick question helps us understand what changed and what we could improve.
Cancellation
Before you go, one quick question helps us understand what changed and what we could improve.
1
What's the main reason you're cancelling?
2
What could we have done to keep you?
3
How likely are you to come back in the future?
Start from this template in Launch, make any wording or branding edits you need, then publish when it is ready to share.
How to use it
Three steps. Two minutes.
1
Place this in the cancellation flow and keep it brief
2
Review reasons over time rather than reacting to one cancellation
3
Use the future-return answer to decide whether to win back, pause, or let the customer go cleanly
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Ready when you are
Know why your customers buy. Start collecting answers today.
Sign up free, use the template, customize the survey, and publish when it is ready.