After a member cancels their subscription, there’s a proactive approach to take.
Though it's technically a loss, you’re able to learn from the setback. So, don’t worry!
What's the proactive approach? It's asking the customer why they cancelled, in the form of an exit survey.
Benefits of an Exit Survey
It humanizes your brand by showing you care about your former members
It sources qualitative data about your product, service, and community
It gives an opportunity for former members to improve the community
Tips for Creating an Effective Exit Survey
Keep it simple. Don’t bombard your former customer with too many questions
Don’t ask biased or sales-driven questions which allude to your service’s benefits
Give the member a reason to stay, through an attractive alternative to cancellation
Give the member an easy way to communicate with you
Provide space for the member to write longer written responses
Get started now, by downloading Ugenie’s Community Leaver Exit Survey!
If you are a community leader, or in the business of community, try a Ugenie hub, for free, for 45 days.