• dilan35

Community Leaver Exit Survey - Template

Updated: Aug 2



If a community member or subscriber cancels, it is vital to have a system in place to gather feedback, to understand patterns in reasons for churn. Generally speaking, a cancellation survey is a series of questions given to former users, to understand why they have cancelled, or ceased membership.



Download Now: Ugenie’s Community Leaver Exit Survey

Ugenie - Community Leaver Exit Survey (Template)
.pdf
Download PDF • 73KB

Under ‘Personalised Exit Message’, we have provided a worded template that you can use to open dialogue with a former member.

The first question revolves around length of membership. While it may appear trivial, reasons for cancellation do tie in with membership time.

For example, a former member who left after 2 years may be cancelling because they have extracted as much value from your service. On the other hand, a former member who left after 7 days may have been exploring their options.

The second question allows the surveyee to explain why they have left.



Reasons may include user experience, financial difficulties, customer support, a new service, service no longer needed, and many more. Though we have offered a blank space for qualitative answers, also consider listing common reasons for cancellation in ‘tickbox’ format.


The ‘tickbox’ you provide, however, would be more accurate after previous data collection. The third question can reiterate the positive selling points of your service. If ‘events’ is what is listed by a former member, you have awareness of your own competitive advantage. The final question is a method of ensuring continual product or service improvement. It is perhaps the most important question, as it offers actionable information. When designing your exit survey, with inspiration from our template, do note that former users are unlikely to engage with extensive surveys. If responses are received in abundance, create an exit interview, for further follow up.


Download Now: Ugenie’s Community Leaver Exit Survey


Ugenie - Community Leaver Exit Survey (Template)
.pdf
Download PDF • 73KB

If you are a community leader, or in the business of community, try a Ugenie hub, for free, for 30 days: https://www.ugenie.io/trial

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