People like the product for a month and then leave
Cancellation notes say 'not using it enough.' That is true and not very helpful. The product works when they are in it. The habit is the part I have not earned.
Comments (4)
One change, then stop. Address "Cancellation notes say 'not using it enough.' That is true and not very helpful" and leave the rest of the product alone for a week.
Ask what they were trying to get done the week they went quiet, not why they cancelled. The cancel form is where people get polite.
We had the same note. The users who stayed had one recurring event, a Monday report. Everyone else had a toolkit. I cut two features to make that report harder to miss.
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They wrote a fair note. Their team stopped doing the weekly review that made the product necessary. I spent a day rereading it as a verdict on the interface.
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I am writing this down because I wish I had heard it plainer. I built the workflow I wanted, skipped customer calls, and launched to a quiet list. The product is not bad. It is just not urgent for anyone I can find.