SaaS cancellation evidence and action kit

Use one record per defined account exit. Feedback is optional and separate from completing the agreed cancellation process. Keep sensitive account details appropriately restricted.

Outcome definition

• Owner and review period:
• Outcome: request, completed cancellation, nonrenewal, payment failure, or another defined event:
• Account unit and effective date:
• Eligibility:
• Sources and collection gaps:

Evidence record

Fictional case: the account cites price, never completes a report, and has an unresolved connection issue. Investigate failed setup; do not conclude that the price concern is false or that a repair would certainly prevent the exit.

Optional learning conversation

• Purpose and willingness to participate:
• Last relevant task and what happened:
• Trigger for the exit decision:
• What the customer will do instead:
• Unresolved problem:
• Correction to our understanding:

Participation does not authorize public quotation. Do not make feedback or a retention call a requirement of leaving.

Coverage and comparison

• Eligible exits:
• Accounts supplying reasons:
• Response coverage = supplying accounts / eligible exits:
• No response recorded as missing:
• Reasons among responders:
• Tenure/workflow/context groupings and small-group limits:

Fictional calculation: 10 reason-supplying accounts / 25 departing accounts = 40% coverage. A common reason among those ten cannot automatically describe the other fifteen.

Action review

• Evidence and consequence:
• Repair, fit investigation, offer question, or measurement improvement:
• Remaining uncertainty:
• Owner and bounded next action:
• Guardrails:
• Equivalent observation window for follow-up:
• Result and next decision: