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 options you want to register.
When you click the gear icon to the right of an option, you can choose whether that option should be displayed in the self-service portal.
Optionally, allow the customer to enter the reason themselves or to skip providing a reason by selecting the relevant checkboxes (see the image below). For the best use of the field, we recommend selecting all three checkboxes.
Fill out any other relevant fields and press Save.
