Segmented cancellation surveys

Dynamically pick different cancellation questions based on user lifecycle and activity

Problem

Most SaaS cancellation surveys ask every departing user the same questions. Someone who churns after two months and someone who leaves after two years may both say 'too expensive,' but the real reasons are completely different—and a single survey can't capture that.

Solution

An embeddable cancellation flow component that picks different retention questions and options based on signup tenure, activity, plan, and recent behavior, then aggregates answers by segment. Subscribers see 'new user churn reasons' versus 'long-time user churn reasons' side by side.

Users

SaaS founders, growth, and support leads with self-serve subscriptions, especially teams with MRR from a few thousand to tens of thousands of dollars and high churn sensitivity.

MVP

Embeddable script or link; define 2–3 user segments by tenure and activity; configure different question sets per segment; dashboard showing per-segment answer stats; CSV export.

Revenue

Monthly subscription tiered by survey responses or connected products; offer a white-label version.

Why now

As SaaS growth tailwinds fade, retention and churn analysis become must-haves, and existing tools like Churnkey focus on retention offers rather than segmented surveys. An indie dev can ship an embeddable MVP in two weeks.