Cancellation Feedback Survey

Understand cancellation reasons by collecting feedback from customers who cancelled orders to improve service quality.

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Cancellation Feedback Survey

What is a Cancellation Feedback Survey?

A Cancellation Feedback Survey is triggered when a customer cancels an order. Instead of letting the journey end there, brands request short, structured feedback to learn why the cancellation happened, whether due to pricing, delivery timelines, product mismatch, or payment issues. These insights help reduce repeat cancellations and improve customer experience.

Why Cancellation Feedback Surveys Matter

Challenges

Customers who cancel orders often leave without explaining their reasons, creating missed opportunities to understand and address underlying service issues.

Opportunities

By collecting specific feedback about cancellation reasons, brands can identify patterns and address root causes of order cancellations, improve service quality, reduce future cancellation rates, and enhance overall customer satisfaction.

Outcomes

Better Understanding of Cancellation Drivers

Improved Service Quality Based on Feedback

Reduced Future Cancellation Rates

Who is it for?

Audience

Users who cancelled orders in the past 24 hours, excluding customers who have already provided cancellation feedback or are currently resolving order issues.

Exclusions

Customers who already provided cancellation feedback, users currently working with customer service on order issues, or cancellations due to technical system problems.

How it Plays Out

A sample sequence for this use case.

day
0

Help us understand! We'd love to know why you cancelled your order. Just a 30-sec feedback → [CTA]

day
1

Hi [Name], mind telling us why you cancelled your order? Quick feedback → [Link]

day
3

Brief survey: Help us improve based on your cancellation experience → [Give Feedback]

day
7

Last chance to help us serve you better - share your cancellation reason → [Submit Feedback]

Best Practices

  • Send feedback requests within 24 hours of cancellation while the experience and reasons are still fresh in customers' minds.
  • Keep surveys brief and focused on actionable cancellation insights rather than lengthy satisfaction questionnaires.
  • Follow up on feedback when possible to show customers their input drives real service improvements.

Cancellation Feedback Survey Examples & Prompts

Channel Examples

Email
Subject: Help us understand! Body: We'd love to know why you cancelled your order. Just a 30-sec feedback to help us improve our service. [Share Quick Feedback]
WhatsApp
Copy
Hi [Name], mind telling us why you cancelled your order? Quick feedback helps us serve you better next time [Link]

Ready-to-use Zenie Prompts

With Zenie, you can automatically trigger feedback requests when cancellation events are processed.

Segment Prompt

Segment users who cancelled orders in the past 24 hours

Copy
Journey Prompt

Ask users to share a quick reason for cancellation to improve service.

Copy
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FAQs

What types of questions work best in cancellation feedback surveys?

Focus on specific, actionable questions like "What's the main reason you cancelled?" or "What could we have done differently?" Multiple choice options with common reasons plus an open text field typically get higher response rates than purely open-ended questions.

Should cancellation feedback surveys try to retain customers or just gather information?

Primarily focus on gathering honest feedback, but include optional retention offers based on specific feedback provided. Customers are more likely to give authentic responses if they don't feel the primary purpose is retention rather than genuine service improvement.

How quickly should businesses respond to cancellation feedback survey results?

Respond within 24-48 hours when possible, especially for feedback indicating solvable service problems. Quick responses show that feedback is valued and may create opportunities for relationship repair or future re-engagement.

What should businesses do with cancellation survey data once collected?

Analyze feedback patterns to identify common cancellation drivers, service gaps, or process issues. Use insights to improve customer experience, fix operational problems, enhance support quality, or adjust policies based on actual customer departure reasons.

How do you measure cancellation feedback survey campaign effectiveness?

Track survey response rates, actionable insights generated, service improvements implemented based on feedback, and overall cancellation rate reduction over time. Monitor whether feedback collection leads to measurable customer experience improvements and retention gains.