# What reasons do cancellation surveys ask about, and how common are they?

Source: Lazyweb Research
Published: 2026-07-07
Sample size: n=48
Tags: cancellation, retention, ux-patterns, experiments, saas
HTML: https://www.lazyweb.com/research/what-reasons-do-cancellation-surveys-ask-about
Markdown: https://www.lazyweb.com/research/what-reasons-do-cancellation-surveys-ask-about.md

**Answer.** Only 2 of 48 apps with genuine cancel-intent screens (4%) show a cancellation-reason survey — confirmed at DoorDash and Instacart [1]. Where present, the reason options observed include 'too expensive,' 'don't use enough,' 'negative experience,' and 'other,' often with a free-text field [2]. So the survey step exists but is far from universal in this corpus.

> Only 2 of 48 apps (4%) show a cancellation-reason survey; DoorDash and Instacart named, July 2026.

## Prevalence

Cancellation-reason surveys appear at the company level in just **2 of 48** genuine-cancel apps (4%), across 6 screenshots — confirmed examples DoorDash and Instacart [1]. The survey step is present in the field but not near-universal in this dataset.

## What the reason options look like

Instacart+'s cancellation confirmation collects a reason via radio options — **'too expensive,' 'don't use enough,' 'negative experience,' 'other'** — plus a free-text improvement field, and pairs it with a loss-aversion warning ('you'll lose benefits on [date]') and a 'remind me later' deferral before the primary 'Yes, cancel membership' [2]. DoorDash's DashPass screen is a single-select radio reason list shown before the user can proceed — a canonical survey-first step [3].

## How to apply it

If you add a reason survey, the observed pattern uses a **small single-select radio set** (price, usage, experience, other) with optional free text — not a long form [2][3]. Note the compliance angle: DoorDash A/B-tested making its 'Select Reason' button solid (from grayed-out) to **ease** progression, a completion-friendly direction rather than a dark pattern [4]. Keep the survey lightweight so it does not read as an obstacle to cancelling.

## The numbers

| Stat | Computed from |
| --- | --- |
| 2 of 48 apps (4%) ask a cancellation-reason survey; DoorDash, Instacart named | cancellation_survey_prevalence |
| Instacart reason options: too expensive / don't use enough / negative experience / other + free text | qualitative / instacart cancel-flow-screen |
| DoorDash single-select radio reason list before proceeding | qualitative / doordash cancel-flow-screen |
| DoorDash A/B: 'Select Reason' button changed grayed-out to solid red | qualitative / doordash experiment |

## Methodology

Universe: 48 apps with genuine cancel-intent screens (401 screenshots), July 2026. Method: company-level presence of reason/feedback/survey keywords plus named-example vision descriptions. Caveat: reason options come from observed named examples, not an exhaustive taxonomy.

## Sources & citations

- [1] Lazyweb Research analysis of 48 apps (genuine cancel-intent screens), July 2026. Company-level survey presence; 2 apps, 6 screenshots; DoorDash and Instacart confirmed.
- [2] Lazyweb Research analysis of 401 cancel-intent screenshots (48 apps), July 2026. Instacart+ cancellation confirmation vision description.
- [3] Lazyweb Research analysis of 401 cancel-intent screenshots (48 apps), July 2026. DoorDash DashPass cancellation feedback screen vision description.

## Related questions

- [What do click-to-cancel flows look like screen by screen in the field?](https://www.lazyweb.com/research/what-do-compliant-click-to-cancel-flows-look-like)
- [What percent of cancel flows show a save offer, and which type?](https://www.lazyweb.com/research/what-percent-of-cancel-flows-show-a-save-offer)