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How to Create a Customer Cancellation Survey in WordPress

by Lindsay Liedke on Oct 11, 2018

Want to find out why your customers canceled their subscription with you? With our form templates pack, it’s so easy to create a cancellation survey form in WordPress. Just choose the cancellation survey template and start customizing it using the drag and drop form builder.

In this article, we’ll show you how to create a customer cancellation survey in just a few clicks.

Why Create a Customer Cancellation Survey?

With a Customer Cancellation Survey form, you can ask all the right questions to your former clients in an easy way. You can tell them how sorry you are to see them go and identify the reasons they left you.

The insights from this survey will help you create a strategy to retain your current customers.

Step 1: Create a Customer Cancellation Survey Form in WordPress

The first thing you’ll need to do is install and activate the WPForms plugin. For more details, see this step by step guide on how to install a plugin in WordPress.

Next, you’ll need to install and activate the Form Templates Pack addon.

To do this, go to WPForms » Addon and find the one labeled Form Templates Pack addon.

Click Install Addon and then Activate.

form templates pack addon

Now you’ll need to create a new form.

To do this, go to WPForms » Add New, name your form, and choose the Cancellation Survey Form template.

cancellation form template

WPForms will create a form for you.

customer cancellation survey form

This form comes with several pre-written questions to ask those that are cancelling services with you. This includes multiple choice questions as well as open-ended paragraph text form fields where people can express their opinions and give you insight into how you might do things differently next time.

You can add additional fields to your form by dragging them from the left hand panel to the right hand panel.

Then, click on the field to make any changes. You can also click on a form field and drag it to rearrange the order on your cancellation survey form.

Step 2: Customize the Survey Form Fields

You can easily add new Multiple Choice fields to your form to ask people more questions about why they’re cancelling with you.

That said, let’s take a look at some of the other form fields you might want to add to your cancellation survey form to get the most information from previous customers as possible:

  • Net Promoter Score: the Net Promoter Score (NPS) form field is great for finding out whether past customers would recommend your company to a family or friend. After all, just because someone is cancelling with you doesn’t mean they aren’t satisfied. Adding this field to your form allows you to generate a Net Promoter Score for your business. If it’s high, this can serve as social proof to get new site visitors to sign up with you.
  • Likert Scale: the Likert Scale form field is used to find out how people feel about something. For instance, on your cancellation survey form you can ask people about your products, services, or customer service to see whether any of those things played into why they are cancelling. Look here for some helpful Likert Scale questions to add to your survey form.
  • Rating: Another great way to gauge how people felt about your business is to add a rating form field to your survey form. This way, no matter how your past customer feels, you’ll know whether you’re doing a good job or not. Plus, you can enable conditional logic on your rating field so that if someone rates your business low, you can ask them to explain why.

Customizing your cancellation survey form is easy to do when you use WPForms.

If you personalize your forms, you’ll find that getting information from customers, disgruntled or not, also becomes a lot easier so you can make the necessary changes in the future to prevent people from cancelling with you.

Step 3: Configure Your Cancellation Form’s Settings

There are many settings to configure once you’ve customized your form to look the way you want it to.

General Settings
To start, go to Settings » General.

WPForms General Settings

Here you can change things like your form’s name, description, and submit button copy.

You can also enable additional spam prevention features to keep your website secure from unwanted form submissions.

Form Notifications
Notifications are a great way to send an email whenever an order is submitted on your website.

WPForms Notifications Settings

In fact, unless you disable this feature, whenever someone submits a cancellation form on your site, you’ll get a notification about it.

For help with this step, check out our documentation on how to set up form notifications in WordPress.

If you need to send more than one notification, for example to yourself, the customer service team, and your previous customer, check out our step by step tutorial on how to send multiple form notifications in WordPress.

Form Confirmations
Form confirmations are messages that display to site visitors once they submit a form on your website.

WPForms has three confirmation types:

  1. Message. A simple message that displays once someone submits a form on your website thanking them and letting them know what the next steps are.
  2. Show Page. Redirect users to another page on your website, such as a thank you page.
  3. Go to URL (Redirect). Send site visitors to a different website.

If you want to display different confirmations to site visitors based on their survey answers, be sure to read up on how to create conditional form confirmations.

Step 4: Enable Survey Reporting

In order to receive the results of your survey form as site visitors fill it out, you need to enable survey reporting.

To do this, go to Settings » Surveys and Polls. Then, click on the Enable Survey Reporting checkbox. This will enable survey reporting sitewide.

Enable Survey Reporting

In other words, WPForms will collect survey results for any of the following form fields on all your site’s forms:

  • Single Line Text
  • Paragraph Text
  • Dropdown
  • Checkboxes
  • Multiple Choice
  • Rating
  • Likert Scale
  • Net Promoter Score

If you don’t want to collect survey results for every form on your website, unclick the Enable Survey Reporting checkbox under Settings.

Next, return to your form in the Form Editor, click on the field you want to enable reporting for, and under the Advanced Options section, check the Enable Survey Reporting box. Now only survey results on that particular form field will be collected.

Enable Survey Reporting in Form Editor

Do this for each form field you want to collect results for.

Step 5: Add Your Customer Cancellation Form to Your Website

After you’ve created your cancellation survey form, and all the settings are set, you need to add it to your website.

WPForms allows you to add your forms to many locations on your website, including your blog posts, pages, and even sidebar widgets.

Let’s take a look at the most common post/page embed option.

To start, create a new post or page in WordPress and then click on the Add Form button.

Next, select your cancellation form from the modal popup and click Add Form.

add cancellation form

Then, publish your post or page so your survey form will appear on your website.

Step 6: Generate Survey Reports

One people start filling out your cancellation survey form, you can begin to analyze the data that’s collected.

To generate a survey report, go to WPForms » All Forms and hover over your survey form to display the options. Then, click on Survey Results.

cancellation survey form report

You’ll see survey results for each form field that has survey reporting enabled on it.

For instance, here is what the results for the first question on your survey form might look like:

survey results

Sample Customer Exit Survey Questions

The default questions in the cancellation survey template are:

  • How long had you been using the subscription / service?
  • How often did you use the subscription / service?
  • Overall, how satisfied were you with the subscription / service?
  • What was the primary reason for canceling your subscription / service?
  • Would you use the product / service in the future?
  • Would you recommend our product / service to colleagues or contacts within your industry?
  • What could we do to improve our subscription / service?

To get the most responses, we recommend keeping your survey as short as possible. In other words, choose your questions wisely.

Here are a few other revealing cancellation questions you might consider asking:

  • Did we meet your expectations?
  • Is there anything we could have done differently?
  • What was the greatest benefit you got from the product / service?
  • Has the support team treated you with the attention and courteousness you expected?
  • Was the billing clear?

Asking these hard-hitting questions will get you the information needed to make data-driven decisions to grow your business into a success.

And there you have it! You now know how to create a customer cancellation survey form in WordPress.

If you enjoyed this article, you might also want to read up on how to increase survey response rates so you can continue to build your business.

So, what are you waiting for? Get started with the most powerful WordPress forms plugin today.

And don’t forget, if you like this article, then please follow us on Facebook and Twitter.

Comments

  1. Thanks for reading this article – I hope you found it helpful.

    I wanted to let you know about our new WordPress survey plugin that allows you to build interactive polls and surveys within minutes. You also get best-in-class reporting, so you can make data-driven decisions.

    You can get it 100% free when you purchase WPForms Pro plan.

    Get Started with WPForms Today and see why over 1 million websites choose WPForms as their preferred online form builder.

    Syed Balkhi
    CEO of WPForms

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