Exit interview after cancellation
planned
Dennis
I (obviously) always hate it when people cancel. And I really want to know why. Did the content not meet expectations? Is there not enough new content monthly? Were they disappointed in something specific? Is it just about saving money?
It would be nice, when they cancel, to at least give them the option to let us know why the cancelled. Multiple choice with and / or an open text answer possible. Not a mandatory thing (because then they will just click anything).
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Bubble Busty Dame
After being in this business for over 17 years and in the cable industry for over 20 years I can attest that it will always be "too expensive" , "not enough updates" "not enough content" "i have too many subscription" to at least one customer. You have to do a 180 degrees approach to keep existing subscribers.
Kris (mymember.site)
planned
Excellent idea. Added to planned list.
Haven Moss
Kris (mymember.site) An even better idea is to act according to those responses. For example:
- If the user (when cancelling) marks "I can't afford it right now", you could offer to suspend the account for a period of time (30 days or 60 days), which would allow billing to resume later. (Maybe they just need a month break from the extra bill.)
- If the users (when cancelling) marks "It's too expensive", you could offer a special discounted rate to encourage them to stay subscribed. This can actually keep members that you would otherwise lose.
But even for other options such as "not enough new content" at least we get feed back as to what to improve.
Kris (mymember.site)
Haven Moss: I think we could do this as part of the new "Offers" feature we are working on.
Bubble Busty Dame
Kris (mymember.site) I think that approach does little to stop the bleeding, we are not Amazon or Disney+, we are selling adult content! I think a better approach is to get brand NEW subscribers. It is how the cable industry has survived for the last 50 years.