Churn research
Find out why customers cancelled, without booking calls
A cancellation survey tells you which box people ticked. To learn why they left, you need to ask again about what they said. distil does that with one share link.
Who to send it to
Send the share link to people who cancelled or stopped using your product in the last few weeks, from the list you already have. You do not book calls and nobody needs a time slot: each person opens the link and answers when it suits them. One link works for any number of people.
What to ask
Type one open question, such as “What was going on for you in your first month, before you cancelled?”. That is the whole setup. Ask about what happened, not about whether they would come back.
What the follow-up draws out: the stated reason and the one underneath
The first answer to “why did you cancel?” is usually the convenient one: too expensive, no time, not what I needed. distil’s AI follows up on each person’s actual answer, asking for the last time it happened or what they tried first, so the reason underneath has room to show up. The example readout shows a real run of this, on invented customers.
How it compares to a cancellation survey dropdown
A dropdown gives you a count of the options you thought of. It cannot tell you that “too expensive” meant “I was still reconciling by hand”. A conversation takes 5–10 minutes and records the person’s own words, so you can see what sat behind each choice. Keep the dropdown if you want a count; add a conversation if you want the why.
What you get back
distil is free to create and answer. You get findings with quotes from the people who said them, where people disagreed, and where the evidence is thin, not a spreadsheet of free-text answers.
Try it on people who already left
Write the question, send the link to the people who cancelled, and read what they said.