No guesswork, no long wait times.
Find out why customers leave
Ask departing users what stopped them, then group their answers by market or customer segment.
01
EXIT
Ask customers while the exit is recent
People forget the details of an abandoned process or cancelled service as time passes. Later feedback may capture a general opinion while missing the event that caused the decision.
Canvass reaches departing users through familiar mobile channels and asks what stopped them. Customers can describe the exit while the sequence and circumstances remain clear.
Locate the point where customers leave
Registration, purchasing, onboarding, and continued use contain different sources of friction. Combining them under one churn figure prevents teams from seeing where the loss occurs.
Conversational surveys connect each response with the stage included in the study. Teams can identify where customers abandon the journey and examine what happened immediately before they left.
02
STAGE
03
CAUSES
Separate the causes behind abandonment
Customers can leave because of price, product fit, trust, service quality, or access constraints. A cancellation code selected from a short list may hide the explanation that matters.
Canvass collects open responses and groups recurring causes in dashboards. Teams can compare the explanations without forcing every customer into a preset option.
See which customer groups face each problem
A churn cause may affect one market or customer profile more than the wider user base. An overall rate can conceal the group experiencing the strongest friction.
Canvass gathers the respondent information required by the study and compares causes across defined groups. Teams can match retention work to the customers and journey stages the evidence identifies.
04
SEGMENTS
05
PRIORITY
Quantify which causes affect the most people
A memorable complaint can receive attention even when another issue drives more exits. Retention decisions require both the customer’s explanation and the prevalence of that cause.
Canvass analyses unstructured answers and compares recurring themes across the study population. Teams can prioritise changes using the number of affected respondents and the reported effect.
Keep retention decisions linked to the research
Retention work changes products and service processes, so teams need a reviewable basis for each intervention. A churn dashboard cannot explain the original customer evidence by itself.
Canvass authenticates responses and preserves the study context behind each finding. Product and service teams can connect a proposed change to the customers and exit causes it is intended to address.
06
EVIDENCE
No guesswork, no long wait times.