> ## Documentation Index
> Fetch the complete documentation index at: https://formbricks.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Churn Survey

> Learn why customers cancel their subscription, at the moment they cancel.

A churn survey asks why someone is leaving, at the one moment they are certain of the answer.

## Purpose

Asked a week later by email, the answer is a rationalisation. Asked at the click of the cancel button, it is the reason.

## 1. Start from the template

Open **Surveys**, click **New Survey** and choose **Choose a template**. Search for **Churn Survey**, then click the card to create the survey.

![The Churn Survey template in the template picker](https://mintcdn.com/formbricks/5gmPPlpgcBxnNfUX/images/surveys/best-practices/cancel-subscription/template.webp?fit=max\&auto=format\&n=5gmPPlpgcBxnNfUX\&q=85\&s=01c5a3b37f283dcc6d715a2bce321704)

The template asks for a reason and then for detail. Keep it to that: someone mid-cancellation will not fill in a long form.

## 2. Trigger it at the right moment

The trigger is your cancel button. Open the **Settings** tab, find **Survey Trigger** and add an action that matches it — **Inner Text** `Cancel Subscription` is usually enough, and a **CSS Selector** such as `#cancel-subscription` is better if more than one button carries that label.

![The Survey Trigger section with the action attached](https://mintcdn.com/formbricks/5gmPPlpgcBxnNfUX/images/surveys/best-practices/cancel-subscription/trigger.webp?fit=max\&auto=format\&n=5gmPPlpgcBxnNfUX\&q=85\&s=648d8c1f819c097c85a27313cec68de2)

> [!TIP]
>
> Creating the action itself — Click versus Page View, Inner Text versus CSS Selector — is the same dialog
> in every recipe. It is walked through once on the [Feedback Box](https://formbricks.com/docs/surveys/best-practices/feedback-box.md)
> page, and the full reference is the [Actions manual](https://formbricks.com/docs/surveys/website-app-surveys/actions.md).

## 3. Decide how often it may appear

Still on **Settings**, open **Display & Recontact**. Choose **Show only once**. A cancellation is a one-time event, and someone who has already answered should not be asked twice.

> [!NOTE]
>
> Recontact Options and the workspace-wide [Cooldown Period](https://formbricks.com/docs/surveys/website-app-surveys/cooldown-period.md)
> are two separate gates and a survey has to pass both — Recontact Options first, then the cooldown. If
> your workspace shows at most one survey a week, this survey inherits that unless you set **Ignore
> Cooldown Period**.

## 4. Activate

**Activate** starts it. The widget picks up the change within a minute.

> [!NOTE]
>
> This is an app survey, so it needs the Formbricks widget running in your product. If you have not
> installed it yet, follow [the quickstart](https://formbricks.com/docs/surveys/website-app-surveys/quickstart.md) first.


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