It is possible to configure the system so that a subscriber who cancels is asked to provide a cancellation reason as part of the process.
The setup is done by creating a custom field on products, where Cancellation reason is selected as the function for the custom field. The field must be linked to all products where it should be used.
The field type Single choice is the most suitable. You can then define the available options, as well as optionally allow the customer to write their own reason instead of selecting one of the predefined choices.
The field will then appear during cancellation in both the self-service interface and the publisher interface.
Step-by-step guide:
In the menu at the top left, select Fields
Click New field for and choose Subscriptions
Under Short name type a title forexample "Cancellation reason"
Under Type, choose Choice of option
Under Feature select the option Cancellation reason
Under Attached products select which products you want to collect cancellation reasons for
Under Choices, enter the choices the customer should be able to select from
Optionally, allow customers to enter their own reason or not give a reason at all by checking the relevant boxes (see image below)
Fill out any other relevant fields and press Save
