> ## Documentation Index > Fetch the complete documentation index at: https://memberful.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Cancellation survey > Run a cancellation survey to learn why members leave, review responses in the Memberful dashboard, and use the feedback to improve retention. export const RelatedDocs = ({link1, link2, link3, link4, link5, link6, link7, link8, link9, link10, className = ""}) => { const links = [link1, link2, link3, link4, link5, link6, link7, link8, link9, link10].filter(Boolean); if (!links.length) return null; return

Related help docs:

; }; The cancellation survey collects feedback from members when they cancel a subscription. Reviewing their responses can help you identify common reasons for cancellation and make informed changes to reduce churn. In this help article, we’ll show you how to configure the cancellation survey, review what members see, and analyze or export the results. ## Configure the cancellation survey The cancellation survey is on by default. Go to **Website** → **Cancellation Survey** to toggle *Show cancellation surveys* on or off. Show cancellation surveys setting From this page, you can also preview the survey, edit its cancellation reasons, and control which reasons members can select. ### Edit cancellation reasons Click a cancellation reason, then click **Edit** to change the text shown to members. Edit a cancellation reason For reasons that allow members to provide additional feedback, you can also edit the optional explanation placeholder. Edit the additional feedback placeholder ### Show or hide cancellation reasons Click the **eye** icon next to a cancellation reason to show or hide it. Show or hide a cancellation reason Hiding a cancellation reason also removes it from the [cancellation survey results](#review-cancellation-survey-results) and CSV exports. ## Review what members see When a member cancels a subscription, Memberful first asks them to confirm the cancellation. Member cancellation confirmation After confirming, the member can select a cancellation reason or skip the optional survey. Cancellation survey shown to members Members who select *I chose another service that's a better fit* or *Other* can provide additional details. Additional feedback field for a cancellation reason ## Review cancellation survey results Go to **Revenue** → **Cancellations** to review survey responses. Cancellations completed by an admin or through the API do not appear in this section. The results are divided into two tabs: * **Active:** Subscriptions that have been canceled but remain active until their expiration date. * **Expired:** Subscriptions that have reached their expiration date. When a canceled subscription expires, its survey response moves from **Active** to **Expired**. Active and Expired cancellation survey tabs The summary at the top of each tab shows the percentage of cancellations attributed to each reason. Percentage of cancellations by reason The table below the summary shows individual survey responses. In **Active**, the date column shows when the subscription was canceled. In **Expired**, it shows when the subscription expired. Individual cancellation survey results Select a cancellation reason from the dropdown to filter the results. Filter cancellation survey results by reason A dotted underline indicates that the member provided additional feedback. Hover over the cancellation reason to review their response. Additional cancellation feedback shown on hover ## Export cancellation survey results Click **Export CSV** to download the results as a file. Export cancellation survey results as a CSV file If a member cancels a subscription, allows it to expire, and later reactivates, the original cancellation may still appear in the expired cancellation survey export because it remains part of the member’s account history. The expiration date reflects when the original canceled subscription expired, not the renewal date of the member’s current subscription. However, the *Subscription price* column reflects the member’s current subscription price, which may differ from the price they paid before canceling.