The cancellation survey captures exit feedback from customers at the moment of cancellation. It is displayed inside the cancellation confirmation modal before the customer finalises their decision.
📌 What This Extension Adds: The cancellation survey is a Subscriptions Pro feature. It adds a WooCommerce AJAX-powered form within the cancellation modal, response storage, and a reporting view in the admin.
Enabling the Survey #
Navigate to DMSI → Subscriptions Pro → General tab and enable the Cancellation Survey toggle. When enabled, the survey form appears as the second step of the cancellation modal.
Default Survey Questions #
The default survey includes:
- Why are you cancelling? (multiple choice)
- Too expensive
- Not using it enough
- Missing a feature I need
- Switching to a competitor
- Technical issues
- Other (free text)
- Would anything change your mind? (optional free text)
Survey Response Storage #
Responses are stored in the WooCommerce order meta for the subscription record under the _dmsilm_sp_cancel_survey key. The response data includes:
- Selected reason
- Free text comment (if provided)
- Timestamp
- Customer ID and subscription ID
Survey Analytics #
Survey results are aggregated and displayed in the cancellation analytics view. Navigate to WP Admin → DMSI → Subscriptions Pro → General tab and scroll to the Cancellation Survey report panel. See Cancellation Analytics for full details.
Making the Survey Optional vs Required #
By default, the survey is optional — customers can skip it and cancel immediately. To make responses required before cancellation is allowed, this requires a code-level customisation of the cancellation modal JavaScript.