Overview

Chargebee Growth provides a standardized Survey Reason Library to help you categorize and analyze cancellation feedback effectively. Subscription businesses generally fall into one of three business models:

• SaaS
• Digital
• eCommerce

Each model has distinct churn drivers. To support this, Chargebee Growth organizes Survey Reasons by:

1. Business Model
2. Category
3. Standardized Reason

Mapping your cancellation reasons to the appropriate Chargebee Growth Business Model and Category ensures accurate reporting and enables benchmarking across similar businesses.

Currently, benchmarking insights are available through your Technical Account Manager (TAM). In-app benchmarking will be available in a future release.

When you go to create a new survey reason in Chargebee Growth, you will first choose which Business Model you want to select a reason from:

Within each Business Model, you will be presented with a Reason Category and a set of reasons within that correspond to that Category.

Here is a breakdown of the Business Models and the Categories within each:

SaaS

• Product
• Needs
• Pricing
• Execution
• Customer experience
• Company

Digital

• Product
• Needs
• Pricing
• Execution
• Customer experience

eCommerce

• Product
• Needs
• Pricing
• Customer experience
• Shipping & handling

Each category contains a set of standardized reasons derived from industry patterns across Chargebee Growth customers.

Selecting the most appropriate standardized reason enables:

• Consistent internal reporting
• Accurate benchmarking
• Cross-company trend analysis

If you need to update a previously mapped reason, you can edit it within the Survey Reason Library or directly within the Page Editor.

Adding Survey Reasons

One of the initial steps when setting up Chargebee Growth is configuring your cancellation reasons.

Many businesses already have internal cancellation reasons. When migrating these into Chargebee Growth, it is important to map them to the appropriate Business Model, Category, and standardized reason to ensure accurate reporting and benchmarking.

Chargebee Growth provides two methods to add Survey Reasons:

• Via the Survey Reason Library
• Via the Page Editor

We recommend starting with the Survey Reason Library to map and organize your reasons centrally. You can then make page-specific adjustments within the Page Editor as needed.

Adding a Survey Reason via the Survey Reason Library

To add a new Survey Reason on your Chargebee Growth site, follow these steps:

1. Navigate to Experiences > Survey Reasons. You will see a list of existing reasons and the experiences where they are used.

2. Navigate to the bottom of your list of reasons, and click Add a reason.
3. Choose the appropriate Business Model.
4. Select the most relevant Category and standardized reason.

If you are unsure which model to choose, review the categories within each to determine the closest match. After selecting a standardized reason, you can edit the display copy to match your preferred customer-facing language.

Example:

You may select:

• SaaS → Pricing → Not getting what customer paid for

And update the display copy to:

“Not getting the value I expected.”

5. Click Done. Once saved:

• The reason will appear with a New indicator.
• You can assign it to specific Cancel Pages using the Used in pages dropdown.

6. Click Publish Changes > Publish Now to apply your changes immediately, or click Save draft to save your changes and publish later.

After publishing, the reason will appear in the selected experiences.

Adding a Survey Reason via the Page Editor

You can also create or assign Survey Reasons directly within the Page Editor. Within the Survey section of a Cancel Page, you can:

• Select which reasons to display
• Randomize the order of reasons
• Attach offers to specific reasons (if applicable)

To add a new reason via the Cancel Page, follow these steps:

1. Navigate to the required Cancel Page, scroll to the Survey questions section, and click the Edit icon.

2. Click + Add a reason.
3. Select the reason(s).
4. Click Publish to apply the changes.