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Comment by jbs789 | Hacker News Reader

> When a user cancels a subscription Stripe asks them for a reason. At the moment I don’t really do anything with the cancellation reason, actually this is the first time I’ve ever looked at the data.

This comes across as very unserious. If you’re truly trying to build a business then this seems like one of the best signals/datapoints you can get…

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I often think of my experience at Citibank 15 years ago when I closed my account at the branch. The teller said 'sure thing, just put your debit card into the device and enter your pin'. I did that and he said ok I'll close the account and give you cash? I said 'yes' and then it was done. He said, "have a great day!"

It was one of the best customer experiences of my life to not have to answer a series of 'why are you leaving?' questions and I would like to head back to Citibank just because of it. Unfortunately I don't live in NYC anymore so can't really do that.

I agree that most companies are awful at trying to get you to stay when you tell them to leave, but I'd be disappointed if a company didn't care at all to know why I left. If I'm leaving I already have a bad feeling about them, and I would have a worse image of them if they didn't care why.

Ideally they wouldn't pressure at all for me to stay and cancellation would be a quick process, and I would be happy to tell them why I left. Either to vent, or to at least get the (most likely misguided) feeling that they might do something about it. But if there's no asking as part of their process, I'd definitely think worse of them.

Yeah I like to make the question optional. No impact on their exit unless they want to share something.

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