Service Cancellation Survey

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Service Cancellation Survey

When a customer leaves, it means, more often than not, that something is not right somewhere. While losing a single customer may not hurt much, losing customers in droves can be damaging.

It makes good business sense to try and discover the “something” right away and nip the problem in the bud. Service Cancellation Surveys are just the kind of tool that helps find out why a customer is leaving. Besides, they double as Customer Satisfaction Surveys and offer insights into customers’ experience with different aspects of the service.

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Ascertaining Reasons for Cancellation

For your convenience and ease of reference, we have created a template of Service Cancellation Survey. You can use this template as such or modify it to suit your needs. Alternatively, you can design your own survey from scratch.

Question: How frequently did you use our service? (Customize options according to service.)

Everyday
Once every few days
Once a week
Once a month
Other

Question: Are you going to:

Cancel all services offered by our company?
Cancel only this particualr service, but continue using other services?

Question: Will you recommend us to others?

Yes
No
Can't say

Question: Will you consider using our service(s) again in future?

Yes
No
Can't say

Question: Please tell us why you have decided to discontinue the service.

Quality not up to the mark
Service charges too high/higher than those of other companies
Deficiency in customer service
Uncomfortable with terms and conditions
Found a better alternative

Other, please specify.

Question: How does our service compare with the services provided by other companies?

It's as good as it gets.
It's the same.
It's not as good, but has the potential to match up.
There can be no comparison. The others are far better.

Question: Which of the following best descibes your experience with our service cancellation process?

Absolutely hassle-free and really fast.
Fairly hassle-free and fast.
Somewhat hassle-free and moderately fast.
Too slow and riddled with too many hassles.

Question: We would be glad to know how we could improve our service. Please use the space below to make your suggestions.

Question: What do you intend to do after cancelling this service?

Switch to another service provider.
Don't need this kind of service at all.

Question: Since when have you been using our service?

Less than a month
Less than three months
Less than six months
Less than a year
Less than 2 years
Less than 5 years
More than 5 years

Question: Please rate our service on the following parameters.

	Very good	Good	Average	Poor	Very poor
Quality
Price
Ease of use
Customer service

Question: How would you rate our service on the whole?

Very good
Good
Average
Poor
Very poor