Not enough value
The customer did not achieve the expected outcome.
Ask less. Learn more from every cancellation.
ChurNO helps subscription teams design concise cancellation surveys, connect answers to customer context and turn feedback into product and retention decisions.
The best survey is short enough to finish.
Start with one required reason and one optional open-text field. The goal is not a full interview while a customer leaves; it is a consistent signal without unnecessary friction or bias.
One reasonUse categories based on real customer language.
Optional detailAllow explanation without forcing a long response.
Relevant actionOffer support, pause or plan changes only when they match.
Cancellation reasons worth tracking.
Price or budget
Separate temporary pressure from a value problem.
Missing capability
Capture the job the customer cannot complete.
Difficult to use
Distinguish onboarding, workflow and reliability friction.
Temporary need
A pause may fit better than a discount.
Business change
Non-preventable reasons still improve forecasting.
Count reasons—and weight the revenue.
Compare reason distribution by plan, tenure, acquisition source and recurring revenue. Frequency alone can over-prioritize low-value segments.
Reason frequency
MRR affected
Plan and tenure
Save acceptance
Retention after save
Frequently asked questions.
Should a survey be mandatory?
A concise reason can be required if it does not materially obstruct cancellation. Open detail should remain optional.
Why is price selected so often?
Price can be real, or shorthand for insufficient value, poor fit or missing capability. Compare it with open text and behavior.