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).
• Turn on Reason Feedback for a reason so customers can add written detail after they select it. Reason feedback is currently in early access and is disabled by default. If you want it enabled on your account, write to us at growth-support@chargebee.com and we will enable it for you.

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.

Collect extra feedback on a survey reason

When a customer selects a cancel reason, you can collect extra written detail in a text box under that reason. Enable the Reason Feedback setting for the reasons that need more context, and write a prompt that appears inside the empty box.

The Other reason always shows a required text box. Reason Feedback lets you collect optional written detail on any other reason as well. Use Reason Feedback when you want comments tied to a specific cancel reason. Use the Feedback survey field on the Cancel Page when you want a general comments box that is not tied to a reason. For the Feedback field, see Setting up Cancel Pages.

What customers see on a cancel reason with Reason Feedback

The customer selects a reason. If Reason Feedback is turned on for that reason, a text box appears under it with your Reason feedback label as the placeholder. Filling in the box is optional for every reason except Other, so the customer can continue without adding comments.

The Other reason still shows a text box, and a response is still required before the customer can submit.

Turn on Reason Feedback for a survey reason

Reason Feedback must be enabled on your Growth account before the Reason Feedback column appears. Write to us at growth-support@chargebee.com if you do not see the column.

Reason Feedback is set per reason and per Cancel Page. The same reason can collect written feedback on one Cancel Page and not on another.

1. Go to Experiences > Pages and select the Cancel Page that contains the survey.
2. Scroll to the Survey questions section and click the Edit icon.
3. In the Reason Feedback column, turn on Enabled for each reason that should collect written feedback. The Other reason stays on, and you cannot turn it off.
4. Click Publish to apply the changes.

Write the Reason feedback label

The Reason feedback label field appears after Reason Feedback is enabled on your account. This is the placeholder text the customer sees inside the empty box. You set it on the reason in the Survey Reason Library, so the same prompt is used on every Cancel Page that has Reason Feedback turned on for that reason.

Write a prompt that asks about one specific thing. For example, "Which integration did you need?" collects more useful answers than "Tell us more about your experience."

1. Go to Experiences > Survey Reasons.
2. On the All reasons tab, click the reason you want to edit.
3. Enter the prompt in Reason feedback label. You can enter up to 500 characters.
4. Click Done.
5. Click Publish Changes > Publish Now to apply the label, or click Save draft to save the change and publish later.

Where Reason Feedback responses appear

Responses are stored in the Reason - Other field, the same field used for comments when a customer selects Other.

To read them in Chargebee Growth, go to People, open the list you want (for example, Canceled), and add the Reason - Other column from the column picker. The column is hidden until you add it. The field is also included in CSV exports and in the customer list of the Trends report when you group by reason.

See Key Metrics Glossary for the Reason - Other field definition.

Turning off Reason Feedback for a reason stops new written feedback from being collected. Feedback that customers already submitted remains in reports and exports.

Translate survey reasons

If your Growth application has multiple languages enabled in Settings > Languages, you can translate customer-facing survey reason text for each enabled language.

• From the survey reasons library, use the language controls to enter a translated customer-facing reason for each non-primary language.
• From the cancel page editor, you can also edit survey reason translations while viewing a language variant of the page.
• Translations for shared survey reasons apply everywhere that shared reason is used.

Structural changes such as adding or removing reasons remain on the primary language. To learn more about the setup and fallback behavior, see Languages and translations.