# Cancellation Survey: Collect User Feedback on Subscription Cancellations

This guide is for [WordPress](https://freemius.com/help/help/documentation/wordpress/.md) only

Sometimes, users cancel their subscriptions for reasons that can be addressed to improve your product or service. Understanding these reasons helps enhance customer retention and reduce churn.

## Collecting Cancellation Feedback[​](#collecting-cancellation-feedback "Direct link to Collecting Cancellation Feedback")

The Freemius Customer Portal includes a built-in cancellation survey displayed when a customer cancels a subscription. This survey runs as part of the cancellation flow and requires no additional setup, gathering valuable feedback from users.

![Freemius Customer Portal – subscription cancellation survey with selectable reasons](/help/assets/ideal-img/freemius-customer-portal-subscription-cancellation-survey.3f7c56a.480.png)

## Accessing the Feedback[​](#accessing-the-feedback "Direct link to Accessing the Feedback")

You can access cancellation reasons via [events and webhooks](https://freemius.com/help/help/documentation/saas/events-webhooks/.md#subscription-cancelled) and process the data programmatically using the [API endpoint](https://docs.freemius.com/api/events/retrieve).

Additionally this information is also available in the transactional email sent to you when a subscription is canceled by a customer.

![Cancellation reasons in email](/help/assets/ideal-img/cancellation-reasons-in-freemius-email.e9b5aaf.480.png)

Reducing Cancellations

Freemius has out-of-the-box automation features that help reduce churn. You can also use [special coupons and discounts](https://freemius.com/help/help/documentation/marketing-automation/special-coupons-discounts/.md#subscription_cancellation_coupon) as an additional strategy to combat cancellations