Workflow · v1.0.0
How to Review Customer Cancellations and Reduce Churn
Find out why customers cancel and which fix would keep the most revenue.
What you need
- • Cancellation export (CSV) or survey answers
- • Plan prices
- • Cancellation dates
Connections
- • None — upload a CSV
Steps
1. Collect reasons
Combine survey answers, support tickets and cancellation notes in one file.
2. Group them
Sort every reason into a small set of causes: price, missing feature, onboarding, outcome not reached, switching to a competitor, no longer needed.
3. Size each cause
Add up lost monthly revenue per cause, not just count.
4. Separate fixable from not
"Closed my business" is not fixable; "couldn't get it set up" is.
5. Choose and test
Pick the biggest fixable cause and define one change and the retention figure that shows it worked.
Illustrative example — 40 cancellations from a subscription service
Illustrative example, not a customer result.
- Onboarding / never set up: 14 cancellations, $1,960/month lost
- Price: 10 cancellations, $1,200/month lost
- No longer needed: 9 cancellations (not fixable)
- Missing feature: 7 cancellations, $840/month lost
- Test: guided setup call in week one; success = first-month cancellations down from 12% to 8%
What you get
- • Grouped cancellation causes with lost revenue
- • Ranked list of fixable causes
- • One retention test with a success figure
Known limits
- • Analysis is only as complete as the reasons customers gave.
- • Small samples can mislead; the result says how many records it used.