𝗘𝘃𝗲𝗿 𝘄𝗼𝗻𝗱𝗲𝗿 𝘄𝗵𝘆 𝘆𝗼𝘂𝗿 𝗲𝘅𝗶𝘁 𝘀𝘂𝗿𝘃𝗲𝘆 𝗿𝗲𝘀𝘂𝗹𝘁𝘀 𝗮𝗿𝗲𝗻’𝘁 𝗽𝗿𝗼𝘃𝗶𝗱𝗶𝗻𝗴 𝘁𝗵𝗲 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝘆𝗼𝘂 𝗻𝗲𝗲𝗱?

I was recently cancelling my Mubi subscription (I took advantage of the cheap trial, but the movies were too cerebral for me 😄 )

I don’t think their exit survey is going to give them the insight they’re looking for:

– There are far too many options (some of them nested over two layers). It’s really hard to pinpoint their actual reason
– The customer doesn’t care about you when they’re leaving, they just want to get this done (but making me fill in reasons did slow me down on cancelling so maybe it’s a good thing? 🙈 )
– the best solution is to have an open field asking them the same question. We don’t give them autosuggestions, we get their actual opinion and we can understand the nuances of their discussion in their actual words. (and in the day of ChatGPT it’s really easy to quantify these)

Simple is better