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

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Purpose

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

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

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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
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 page, and the full reference is the Actions manual.

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3. Decide how often it may appear

Still on Settings, open Visibility & Recontact. Choose Show only once. A cancellation is a one-time event, and someone who has already answered should not be asked twice.
Recontact Options and the workspace-wide Cooldown Period 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.

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4. Publish

Publish puts it live. The widget picks up the change within a minute.
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 first.