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Subscription churn

Before you pause

Ask why subscribers pause and for how long, and show them options like skipping a box or a slower schedule.

When to send itOn the pause screen or in the email confirming a pause, without making the survey a step they must complete.

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The survey

Before you pause

  1. Page 1
  2. 1Why would you like to pause? · RequiredI'm travelling or away · I have too much left over · I'd like to spend less for a while · I'm not enjoying it as much · Something elseMultiple choice
  3. 2What could we change to make it worth keeping?Shown only when question 1 is “I'm not enjoying it as much” or question 1 is “Something else”Open text
  4. Page 2
  5. 3How long would you like to pause for? · RequiredTwo weeks · A month · Two to three months · I'm not sure yetMultiple choice
  6. 4Would any of these suit you better than a pause? · RequiredTick any that apply.Skipping just the next delivery · Getting boxes less often · A smaller box · Swapping items in my box · No, I'd still like to pauseCheckboxes
  • When question 4 doesn’t include “No, I'd still like to pause”, go to the “Good to know” screen.
End screens
  • Thanks, enjoy the break Your answers help us plan. We'll be here when you're ready to start again.
  • Good to know You can skip a delivery, change how often your box arrives or switch to a smaller box from your account page.

Suggested coupon

No coupon suggested

No coupon. A discount at the pause screen teaches subscribers to pause for a deal. The answers point you to a better option instead, like a skip or a slower schedule.

Where to send it

  • Pause screenLink it from your pause screen or the email confirming a pause, as an optional question rather than a required step.

When to send it

Pausing is usually a better result than cancelling, so this survey belongs on the pause screen or in the email that confirms a pause. Keep pausing one click away and present the survey as a quick question, not a step the subscriber has to complete. If your subscription platform lets you add a link to the pause confirmation, that's the simplest place to put it.

Why these questions

The first question asks why the subscriber wants to pause. The options separate temporary reasons, like travelling or having too much left over, from warning signs, like wanting to spend less for a while or enjoying the box less than before. Someone away for a month will probably come back on their own. Someone who has gone off the product may not.

When the reason is enjoying it less, or something not on the list, an open question asks what you could change. Everyone else skips it.

The second page asks how long they'd like to pause, then lists alternatives: skipping just the next delivery, receiving boxes less often, a smaller box, or swapping items. A subscriber buried in stock might prefer a slower schedule to a pause, but many don't know that option exists. The question doubles as a reminder that it does.

Why there's no coupon

A discount at the pause screen teaches subscribers that pausing is how you get a deal. Over time more people pause just to see what happens, and the full price starts to look negotiable. The survey gives you something more useful than a short-term save: the reason behind the pause, and the option that would suit that person better.

Two endings

Subscribers who still want to pause see a short thank-you. Those who tick one of the alternatives see an end screen telling them where to change their schedule or box size. Edit that message so it points to your own account pages.

What to do with the answers

Keep a running tally of pause reasons. A growing share of "too much left over" means your default schedule is too frequent for many people, and offering a slower one could cut pauses altogether. Answers about enjoying the box less belong next to your monthly box pulse results, where you can see which months fell flat. Subscribers who pause and never resume are the ones to hear from through the subscription cancellation reasons survey when they finally leave.

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