Use cancellation reasons to improve onboarding
Turn repeated early exits into specific setup improvements.
Separate early confusion from product mismatch
Group cancellations by timing and reason. Someone who never completed setup needs different support from a customer whose workflow is unsupported. Compare interview notes with observable behavior such as reaching the first usable result.
Choose one improvement you can test
If new users miss a required data connection, add a clearer setup step and feedback when it succeeds. Compare activation and later retention for comparable cohorts. Track support contacts so a quick fix does not simply push work onto customers.
Keep the exit process clear
Make cancellation available and ask for feedback without making it a barrier. Use recurring themes to improve help and product language. Avoid claiming that a reason explains every cancellation unless multiple sources support it.
Try a related tool
Find the share of eligible visits that completed a defined action. Count at most one conversion per visit for this calculation.
