Questions to ask when people cancel their SaaS subscription: 1. Why did you cancel? 2. How long have you been thinking about cancelling? 3. What could we have done to keep you as a customer? 4. What are you switching to?
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Question: how often do cancellers actually respond to these inquiries?
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I've used a combination of exit poll (automated) and manual follow-up via email + phone. Depending on how much effort I put in, I can get most folks who cancel.
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Rather than asking “how long”, I found it helpful to ask “when did you first realise [product] wasn’t right anymore” and then let them describe what happened to get the context. Then work your way forward from there
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I like it.
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Wydaje się, że ładowanie zajmuje dużo czasu.
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