Skip to main content
When a customer cancels, OneMRR can email them a one-question survey: what was the main reason? Answers are grouped so you can see why customers leave.

​
Set up the survey

Go to Churn & retention → Settings → Cancellation survey. The steps across the top show what’s left: Brand, Survey, Email, Delivery, Send test, Enable.
The cancellation survey settings, with the setup steps outlined
  • Branding: your product name, logo, color, sender name, support email and postal address, and the reply-to address. Select Save and confirm, then confirm the address from the email you receive.
  • Survey: the title, the question, and 3 to 8 answers. Give each answer a reporting category: pricing, missing features, technical issues, low usage, switched to a competitor, or other. You can add an optional comment box.
  • Email: the email that carries the survey link.
The preview shows desktop and mobile. Send yourself a test, then select Publish. Turn on sending under Automations.

​
Who gets the survey

​
Read the feedback

Churn & retention → Cancellation feedback shows the last 7, 30 or 90 days: cancellation requests, churned MRR, emails sent and answers. The funnel follows each email from sent to answered. Why customers leave adds up the answers by reason.
Why customers leave, outlined
Below, Cancellations lists every cancellation with its answer. Select one for its timeline and email activity. From there, select Email the survey now, or Copy survey link to send it yourself. A link works once and expires in 30 days.
A cancellation's details with Copy survey link outlined

​
What customers see

The survey opens in the browser with your branding. Customers pick a reason, add a comment if they like, and submit.
The survey on a phone, with the answers outlined