Designed Cancellation Flow
by Miguel PiedrafitaJason Fried famously said he only listens for feedback from customers who just bought or people who just cancelled. If someone decides your service isn't worth it anymore, you probably can learn something from them.
That's why I've designed a simple and optional form that shows right after you delete your Sitesauce account and asks the user a simple question. Here's a video of the new flow in action.
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Not related to your post but I wanted to mention you have a really wonderful website, congrats on your design and layout. But I wanted to let you know it took more than 5 seconds to load! You should try to cut down that time.
Also just an idea I had: As some one who already generates their own static sites I am turned off by your monthly pricing. But if you instead offered a one time payment plan for like $20-$30 I would definitely keep this service in mind. I don't know if that's feasible or something your are interested in but that's the first thought that went through my head when I saw your pricing.
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Nice!
Got a recent anecdote on this:
Last week I sent out an email campaign and noticed that someone left a note in Mailchimp when he unsubscribed saying in essence: "I like what you're doing but the email is a bit overwhelming"I sent the guy an email thanking him and got more feedback on the deprocrastination extension, negative feedback - too many concepts, too many UI elements in settings... led me to re-design a bunch.
Super valuable feedback that I wouldn't have gotten without a simple thank you email.
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This is indeed a strategic move in capturing crucial feedback. As Jason Fried noted, gaining insights from customers who have decided to move on from your service can provide invaluable information for enhancing and improving the product or service. The simple and unobtrusive nature of the form ensures that it doesn’t add to the frustration of the leaving customer and keeps the door open for potentially valuable insights.
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How do you handle deletion: is it actual deletion? Is it irrevocably gone forever?
I ask because in the early days of StatusGator, I started the trend of actually deleting the user and all associated data. As we have grown, I wonder if that is still the best practice. I notice it skewing numbers since deleted users and all their activity no longer shows in all our reporting. How do you handle such cases?
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Yeah, I remove the user and all their data from the database. It's true it might be skewing numbers, but I care more about privacy than I do about having accurate metrics :D
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Thanks for the insight. I agree. I am just thinking about maybe leaving the records in place but removing all the data like name, email, etc.
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