18
188302bb... 1y ago

should i pay customers for feedback after they cancel

hey guys i work at a b2b saas company as head of growth. we build workflow automation software for smes and recently hav been facing plateau and churn. while we hav like basic analytics that give us clues im really trying to understand WHY customers are churning. our surveys have been shit like honestly i dont think anyone fills it out anyways or answers are just short and vague im considering offering customers like 0-100 as an incentive to giv detailed feedback after they cancel. the idea is that since each customer is worth like ,000 annually on average, even a few high-quality insights could be incredibly valuable at scale to prevent others from churning what do you guys think? ive done a prelim test and it seems promising that wed actually get good feedback by offering straight up money but then again its not that surprising if were giving you like 100 bucks for some good quick feedback. id do way more for 100 bucks lol but maybe im wrong about others

Posted by u/PauloSaintCosta in r/SaaS

Score: 1

Source: https://reddit.com/r/SaaS/comments/1hhcwux/should_i_pay_customers_for_feedback_after_they/

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megistus 1y ago

Depending on product cost and retention efforts I would steer clear of incentivizing canceled customers. Instead try collecting data from and incentivizing customers who were just saved from churning or are on their last month of their contract.

You could also make it part of the cancellation process to try and collect data or incentive a % kick back for leaving product / service feedback before they cancel.