Creating a question

Collecting feedback from customers who cancel is vital to understanding why they are leaving and how you can improve. The default cancellation flow starts with two standard questions but more can be added.

To create a question, open the flow editor by clicking “Flow” in the left navigation and then the pencil icon in the flow steps diagram. From there, click the plus icon that appears between questions in the top section.

Open the flow editor

Creating a question

Question types

Choose between two question types:

  • Multiple choice - a fixed list of options
  • Text - open-ended feedback

Question details

Title & hint

Questions have a title (e.g. “What is your primary reason for leaving?”) and an optional hint. You can use hints to add extra detail.

Requiring a question

Questions are optional by default, but can be made required. When the question is the active step, an options bar appears in the upper right. Click the asterisk icon to toggle between optional and required.

Toggle between optional and required

Multiple choice settings

Multiple choice questions have additional settings.

Question settings

Select multiple

Allow the user to select multiple options instead of a single one.

Randomize options

The order of options can be randomized to help prevent the first few options from being over-represented in your data.

Other, please specify

Display a final option labeled "Other" that allows the user to be more specific.

Reordering questions

Drag and drop questions to change the order.

Reordering questions

Displaying a question conditionally

Questions can be displayed only when certain conditions are met, based on customer segments or answers to previous questions. Conditions are covered in the next section.

Don't let customers slip away.