Real examples of SaaS cancellation feedback grouped into patterns to help you understand why users churn and what product or process changes could have kept them.
"Honestly the price jump from the starter to the next tier was just way too steep for us. We were only using like 3 of the features and couldn't justify $300 a month for a 5-person team."
"We looked at what we actually used over 6 months and it was basically just the reporting dashboard. Hard to keep paying for a full platform when half the stuff doesn't apply to how we work."
"We moved over to Notion after they launched their new database views. It's not perfect but it does 80% of what we need and the rest of the team was already using it anyway so it made sense."
"Our new head of ops came from a company that used HubSpot and basically pushed us to consolidate everything there. Nothing against your product, just a leadership decision."
"The Salesforce sync kept breaking every time we updated a custom field. We raised it with support three times over two months and never got a real fix, just workarounds."
"We needed a working Slack integration where we could action tasks directly in the channel. The one you have just posts a link and that's it — not useful enough for how our team actually operates."
"We had maybe 4 people out of 12 who actually logged in regularly. Everyone else just kept going back to spreadsheets. I couldn't force it and eventually it stopped making sense to keep paying."
"Onboarding took longer than expected and by the time we were set up properly, the team had already found other ways to handle things. The momentum just wasn't there anymore."
"We really needed the ability to set approval workflows before a report gets sent out. That's kind of a dealbreaker for our compliance team and it just wasn't there."
"We asked about bulk editing records back in January and it was on the roadmap but still hasn't shipped. We ended up having to export to CSV to do things that should take two clicks."