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In this article, we’ll show you how to enable or disable the cancellation survey, edit the responses, hide or show responses, and review the survey results.

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Enable or disable the cancellation survey

The cancellation survey is enabled by default, but you can change this by navigating to Website → Cancellation Survey, and toggling Show cancellation surveys.
Disable survey collection
On this page, you can also preview what your members see when they cancel a subscription.

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View the survey as it appears to members

When a member chooses to cancel a subscription, Memberful will ask for confirmation.
Confirm cancellation
If they proceed to cancel, we show a cancellation survey with several choices. The cancellation survey is optional, so they can either specify a reason or skip the survey.
Cancellation survey
Members who choose “competition” or “other” are able to offer more details.
Choose other or competition

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Edit cancellation responses

To edit the cancellation reasons that members can select, go to Website → Cancellation Survey, click a category, and then click Edit.
Edit cancellation reason
You can also edit the optional explanation placeholder for the responses that request additional feedback from the member.
Edit placeholder

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Show or hide responses

To hide or show a cancellation reason, go to Website → Cancellation Survey, and click the eye icon next to a category.
Show / Hide cancellation reason
Hiding a cancellation category will also hide it from the cancellation survey results and the CSV export.

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Review cancellation survey results

To review the results of your cancellation survey, go to Revenue → Cancellations. Note: Cancellations made by an admin or through the API will not appear in this section. This page shows the list of cancellation reasons for subscriptions that are currently still active but not renewing (e.g. canceled) and subscriptions that have expired. Once a subscription’s expiration date passes, the survey entry will be moved from the Active tab to the Expired tab.
Active and expired tabs
The top section breaks down the percentage of cancellations by reason.
Cancellations reasons
At the bottom, you’ll find a table with individual survey results. In the Active tab, the date column shows the date when the subscription was canceled. In the Expired tab, the date column shows the date when the subscription expired.
Individual survey results
To filter the table by reason, select one from the dropdown box.
Sort by reason
Members who chose “other” or “I chose another service that’s a better fit” as the cancellation reason have the opportunity to share more details. If you see a dotted line under the cancellation reason, hover over it to see the additional context that the member entered.
More details on other or competition
Click Export CSV to download the results as a spreadsheet file.
Export survey results