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Churn & retention → Cancelled lists every cancellation request in the last 7, 30 or 90 days. 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. At the top right is the email these customers get, Cancellation survey, with how it’s set to send. Edit in Setup opens it in Setup › Emails. Switch between Customers, the list of cancellations, and Results, what the survey heard back.

The cancellations

Cancellations lists every cancellation, newest first, with its source, MRR, when it was requested, when access ends, the survey email and the answer. Filter by period and source; Export CSV downloads the list. The email status bar above the list counts the cancellations by where their survey email stands (Needs review, Upcoming, Sent, Responded, Not sent, Failed). Select one to show only those. Responded means the customer answered the survey. Select a cancellation 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

Read the feedback

Select Results. Across the top: cancellation requests, churned MRR, survey emails sent and answers. Email performance follows each email from sent to answered. Why customers leave adds up the answers by reason.
Why customers leave, outlined
Not emailed, and why gives the reason for every cancellation that wasn’t emailed. Below that are the survey email’s own results against a holdout group. See Results.

Set up the survey

Go to Churn & retention → Setup → Emails, and select Set up (or Edit) on Cancellation survey, then Edit email. The steps across the top show what’s left: Brand, Survey, Email, Delivery, Send test, Enable.
The Cancellation survey email, with the setup steps outlined
  • Brand: your product name, logo, color and sender name, and the reply-to address, under Setup → Brand and sender. See Branding and sending.
  • 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. Then turn on sending under Cancellation survey in Setup › Emails.

Who gets the survey

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