The feedback step appears after a customer declines your retention offer. It asks one open-ended question before their cancellation is confirmed. This optional step is one of the most valuable data sources in Churn.io: customers who are committed to leaving are rarely more motivated to tell you exactly why.
How to enable the feedback step
Open your flow in the editor
Click the Feedback step
Toggle the step to Enabled
Enter your feedback question in the text field
Optionally update the placeholder text shown inside the input box
Writing a good feedback question
The feedback question should be open-ended and neutral. Avoid questions that feel like a last-ditch sales attempt. The goal is honest feedback, not a conversion.
Good: "Is there anything we could have done to keep you?"
Good: "What was the main reason this did not work out for you?"
Avoid: "Are you absolutely sure you want to cancel?" (this is not a question, it is friction)
Where to view feedback responses
All feedback responses are collected in Dashboard > Activity. Click on any individual session to see the customer's survey selection, offer outcome, and written feedback response in one timeline view.
✅ Read this regularly
Feedback from churned customers is some of the most honest product input you will ever receive. Schedule 15 minutes each week to read through new responses and look for patterns.
💬 Questions or concerns?
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