Set the decision
Write down the decision you want this questionnaire to support: separate pricing concerns from product and service problems.
Customer experience / Survey guide
Customer experience · Practical field guide
Subscription cancellation survey
Separate pricing concerns from product and service problems.
Opens product registration. Example questions are not imported automatically.
WHAT TO READ · WHAT TO TEST
Observation
Example comments separate an unused subscription from difficulty understanding the offer.
Interpretation boundary
Keep cancellation available without requiring survey completion.
Next experiment
Clarify the intended use and keep cancellation accessible without making feedback mandatory.
Illustrative scenario. These are not real response counts or findings.
From question to next step
Make the feedback useful.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. Keep cancellation available without requiring survey completion.
Choose an action
Clarify the intended use and keep cancellation accessible without making feedback mandatory.
Read the answers carefully
What the answers cannot tell you.
Keep cancellation available without requiring survey completion.
Example comments separate an unused subscription from difficulty understanding the offer. This is an illustrative interpretation problem rather than a real customer result. Clarify the intended use and keep cancellation accessible without making feedback mandatory.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Example comments separate an unused subscription from difficulty understanding the offer.
Choose an action to test
Clarify the intended use and keep cancellation accessible without making feedback mandatory.
Check the experience again
After testing the action, revisit this original observation: Example comments separate an unused subscription from difficulty understanding the offer. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
A useful starting point
A questionnaire for subscription cancellation.
Separate pricing concerns from product and service problems. Choose the questions that fit the experience you are investigating; avoid asking people to evaluate a step they did not encounter.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
What is the main reason you are cancelling?
Allow the customer's main reason and optional explanation without obstructing the cancellation process.
Which expected outcome did the subscription not deliver?
Compare the expected result with the delivered result; cancellation does not always imply product dissatisfaction.
What would need to change before you reconsidered?
Treat reconsideration conditions as optional research, not permission to pressure the customer to stay.
Was it easy to find the cancellation instructions?
Evaluate cancellation navigation separately from reasons for leaving; a useful service can still have a difficult exit process.
Which part of the offer differed from your expectations?
Locate the mismatch in the offer so product, pricing, and sales expectations can be investigated separately.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. What is the main reason you are cancelling? Which expected outcome did the subscription not deliver? What would need to change before you reconsidered? Was it easy to find the cancellation instructions? Which part of the offer differed from your expectations?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Before you send it
Check what your wording assumes.
Would you agree that subscription cancellation was a completely positive experience?
What is the main reason you are cancelling?
The initial wording assumes a positive evaluation. The revised question asks about the actual situation so a respondent can describe difficulty, uncertainty, or a different experience.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| What is the main reason you are cancelling? | Short open text | Allow the customer's main reason and optional explanation without obstructing the cancellation process. |
| Which expected outcome did the subscription not deliver? | Short open text | Compare the expected result with the delivered result; cancellation does not always imply product dissatisfaction. |
| What would need to change before you reconsidered? | Short open text | Treat reconsideration conditions as optional research, not permission to pressure the customer to stay. |
| Was it easy to find the cancellation instructions? | Short open text | Evaluate cancellation navigation separately from reasons for leaving; a useful service can still have a difficult exit process. |
| Which part of the offer differed from your expectations? | Short open text | Locate the mismatch in the offer so product, pricing, and sales expectations can be investigated separately. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Before you send it
Questions, answered.
What should I learn from this subscription cancellation questionnaire?
Separate pricing concerns from product and service problems. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
What should I look for in the answer to “Which expected outcome did the subscription not deliver?”?
Compare the expected result with the delivered result; cancellation does not always imply product dissatisfaction.
What would a practical next action look like?
Clarify the intended use and keep cancellation accessible without making feedback mandatory. This is an example action to investigate, not a guaranteed improvement.
When should I send this questionnaire?
Ask after respondents have experienced the specific situation in the first prompt: “What is the main reason you are cancelling?” Allow enough time after a proposed change for people to experience it before repeating the questionnaire.
What should I check after changing the process?
After testing the action, revisit this original observation: Example comments separate an unused subscription from difficulty understanding the offer. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Can I use these questions in SurveyTeams?
Copy the questions or download TXT, CSV, JSON, or a Markdown worksheet and adapt them in your own survey. The product CTA opens registration and does not import the example. Verify the features and terms available in your account.
Does the product screenshot contain this questionnaire?
It shows a separate synthetic event-feedback example used to demonstrate the real builder. Copy or download the questions on this page and adapt them in your own draft. Registration does not import them automatically.
Inside the product
Build and preview your questionnaire in SurveyTeams
Choose questions about the customer touchpoint you are investigating, and avoid collecting credentials or private account details. The actual product screenshot shows a separate synthetic post-event demonstration; the example questions on this page are not already loaded in the product.
- Start a manual draft with a title that tells respondents why you are asking. Separate pricing concerns from product and service problems.
- Copy or download the relevant example questions above, then create and add the questions in your draft. Review the question notes before deciding which prompts to keep.
- Check the respondent preview, especially this wording: “What is the main reason you are cancelling?” Include a way to say none or not applicable, and review your response-handling instructions.
Screenshots demonstrate creation and preview. Distribution and results are separate steps; availability varies by account and plan.
Build with SurveyTeams
Build your own subscription cancellation questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
Create your survey in SurveyTeams
Opens product registration. Example questions are not imported automatically.
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