About this template
Understanding why customers leave is critical to building a sustainable business. This cancellation survey template helps customer success, product, and marketing teams systematically capture honest feedback from departing users. By collecting structured data on why a subscriber or client decided to cancel their service, you can uncover hidden friction points in your onboarding, pricing, or product experience.
The template covers key cancellation metrics including primary reasons for leaving, frequency of service usage, overall satisfaction ratings, and the likelihood of returning in the future. It also includes open-ended fields for qualitative comments, giving you the context needed to drive retention initiatives and turn churned users into future advocates.
Deploying this form takes seconds with Doc2Form. Simply send it via email when a subscription is canceled or embed it directly into your offboarding flow to automate your retention data collection.
Key features
- Pinpoint exact reasons for customer churn in minutes.
- Measure satisfaction and future likelihood to return.
- Collect qualitative feedback for product and service improvements.
- Fully customizable questions to fit your specific industry.
Use cases
- SaaS subscription cancellations and account deactivations.
- Client offboarding for agencies and professional service firms.
- Membership site cancellations and club exits.
- B2B contract non-renewals and vendor switches.
What this form collects
- Full Name (Short answer)Enter your first and last name.
- Email Address (Short answer)Enter the email address associated with your account.
- How long did you use our service? (Dropdown)Select the timeframe that best reflects your active customer tenure.
- How frequently did you use our service? (Multiple choice)Let us know how often you engaged with our platform or team.
- What is the primary reason for your cancellation? (Dropdown)Choose the option that best describes why you are leaving.
- Please provide more details on your reason for canceling (Paragraph)Share any specific challenges or events that led to your decision.
- Overall Service Satisfaction (Linear scale)Rate your overall experience with our service from 1 to 5.
- How likely are you to use our service again in the future? (Linear scale)1 = Very Unlikely, 5 = Very Likely.
- How likely are you to recommend us to a colleague or friend? (Linear scale)1 = Not at all likely, 5 = Extremely likely.
- What could we have done differently to keep you as a customer? (Paragraph)Your suggestions directly help us improve our offerings.
FAQ
How can I share this cancellation survey with departing customers?
You can share your Google Form via a direct link in automated cancellation emails, embed it on your account deactivation page, or trigger it through your customer success platform.
Can I edit the questions in this template?
Yes, once you convert or open the template in Google Forms, you can add, remove, or modify any question to match your specific business model and terminology.
Where are survey responses stored?
All submitted responses are automatically organized and securely stored in a linked Google Sheet, allowing you to analyze churn trends over time.
Is this cancellation survey template free to use?
Yes, this template is completely free to access, customize, and deploy for your business needs.
Get this form in your Google Drive
Save a copy to your Google Drive with one click (uses 1 credit). Or build from a PDF or description in the app.