Find out why customers cancel, from every customer who does
Cancellation surveys usually offer a list of reasons and stop there. A churn interview asks what happened in the customer’s own words and one neutral follow-up, then ranks the reasons by how often they come up.
Why this is hard today
Guesswork
“Too expensive” hides the real reason most of the time.
Wrong signal
Only a handful of churned customers agree to a call.
Slow answers
Reasons are not linked to plan, tenure or usage.
How Scrutinizr does it
- 01
Add the churn template
Branches for price, missing features, switching to a competitor and no longer needing it.
- 02
Trigger it on cancel
Send the link in your cancellation email or flow, or by webhook.
- 03
Attach usage data
Import plan and usage so reasons can be split by segment.
- 04
Rank the fixable reasons
See which reasons are common and which you can address.
The result
- Ranked reasons for leaving
- Reasons split by plan and tenure
- Save opportunities (customers who would stay if…)
- Quotes for each reason
Example: price was not the problem
“Too expensive” was the top tick-box reason. Follow-ups showed most of those customers had not used the main feature, so the team changed onboarding instead of the price.
Good to know.
How many responses do I need?
Themes are usually clear after 20 to 30 interviews. Keep it running to see changes month to month.
Can I connect it to Stripe?
Yes. Connect Stripe to bring plan, revenue and tenure into the analysis.
Does this work for B2B?
Yes. Add account and role fields to compare decision makers and users.
Make your next move with evidence.
Start with a question and bring your websites, documents, data and customer voices into one evidence trail.