The hardest part of SaaS: Reading cancellation surveys without taking it personally.

There is nothing quite as humbling as reading a cancellation reason that says: "Great product, but we just didn't use it enough to justify the cost."

It’s not a bug, it’s not a broken feature it’s just indifference. But those brutal honesty suryeys have secretly taught us more about our product than all our positive user reviews combined.

How do you structure your offboarding flow to actually get honest feedback from churning users without annoying them on their way out?