The "Exit Survey" That Saves 30% of Chancellations
Don't just ask "Why are you leaving?" Offer a solution. If they say "Too Expensive," offer a discount. If they say "Buggy," offer a Founder Call. Make the survey actionable.
What is Deflection Funnel?
Deflection Funnel is A cancellation flow designed not to trap the user, but to solve the problem that is causing them to leave.
The 3 Core Benefits
Immediate Churn Reduction
By offering a "Pause Plan" (keep data for $5/mo) instead of cancelling, you can retain 15-20% of users who just needed a temporary break.
Real Product Roadmap
If 80% of churned users say "Missing Integration X," you now know exactly what to build next (and can email them when it is live).
Automated Discounting
You can offer a "Stay for 50% off" deal automatically. It is cheaper to keep a user at half price than to acquire a new one at full price.
The 4-Step Deflection Flow
Step 1: The "Loss Aversion" Screen
Remind them what they lose. "If you cancel, you lose your 5,000 collected leads and your SEO rankings." Make the pain of leaving tangible.
Step 2: The Multiple Choice
Ask ONE question: "Why?" Options: Too Expensive, Bugs, Missing Feature, Not using it enough, Switching to competitor.
Step 3: The Dynamic Offer
Matches the answer. Too Expensive -> Coupon. Bugs -> Support Priority. Not using it -> Pause Plan. Competitor -> Feature comparison.
Step 4: The Final Goodbye
If they still cancel, let them go gracefully. "We are sorry to see you go. Here is a link to export your data." Leave the door open.
Mesh Re-Targeting
Even after they cancel, they might visit other Mesh-enabled sites. Seeing your logo elsewhere keeps you top-of-mind for when they are ready to return.
Standard Cancel Button vs. Intelligent Deflection
| Feature | Standard Cancel Button | Intelligent Deflection |
|---|---|---|
| Save Rate | 0% | 15% - 30% |
| User Experience | Abrupt | Concierge |
| Data Quality | None | High Intent |
Frequently Asked Questions
Is it legal to make cancelling hard?
In California and EU, it must be "easy" to cancel. But adding a survey step is legal as long as the "No thanks, cancel anyway" button is visible.
What is the best discount to offer?
50% off for 2 months. It breaks the "price is too high" mindset but doesn't devalue your product forever.
Should I require them to email me to cancel?
NO. That is 2010 thinking. It makes users hate you. Let them cancel in-app, but try to save them first.
What makes a launch channel high intent?
High-intent channels have users actively searching for solutions, not just browsing a feed.
How many channels should I launch on?
Start with 3-5 strong channels, measure conversions, then expand to 10-12 over time.
How do I avoid launch fatigue?
Stagger your launches and reuse assets so each channel gets a focused push.
What should I measure after launch?
Track qualified signups, backlinks, and demo requests, not just raw traffic.
How does Mesh of Growth fit with other platforms?
Use Mesh for compounding reviews and backlinks while other platforms provide short-term spikes.
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