Exit surveys are a way to gain insight into why a patron has cancelled their membership. When a patron cancels their membership, they’re given the opportunity to share feedback with you.
Below you’ll find what the exit survey looks like for patrons and where you can find the survey results in your creator dashboard.
This article also includes: frequently asked questions about exit surveys
When a patron cancels their membership, they'll be able to select a reason and have the option to provide additional feedback:
Below you’ll find what the exit survey looks like for patrons and where you can find the survey results in your creator dashboard.
This article also includes: frequently asked questions about exit surveys
When a patron cancels their membership, they'll be able to select a reason and have the option to provide additional feedback:
After the patron submits the survey, the results will appear on the Exit Surveys page in the Patrons section of your left-hand navigation. You’ll find the date the survey was completed, along with the deleted pledge amount, reasons, and feedback. From here you can also download the surveys as a .csv.
More information about exit surveys
- Exit Surveys are optional, patrons can skip the survey if they rather not state a reason or leave feedback.
- They are anonymous, so patrons can freely share the reason(s) for cancelling their membership.
- When patrons are given the option to further explain their reason, this information displays under the Feedback column of your Exit Survey page.
- One thing to note is that churn happens — it’s a natural part of membership businesses. That said, we’re working to help creators get and keep patrons. Check out this article series from the Patreon blog: Helping you Get and Keep More Patrons
FAQ
Q: What can I do to keep patrons from cancelling?
A: One way is by polling your patrons. Polls are a great way to source feedback.
Q: Is it possible to find out who filled out a specific survey?
Q: Is it possible to find out who filled out a specific survey?
A: Surveys are anonymous.
Q: Can I message them?
Q: Can I message them?
A: While you’re unable to see the patron who left specific feedback in the survey, you do have the opportunity to message patrons who have deleted their membership. Here’s how you can message multiple patrons.
Q: Can I add a custom message?
Q: Can I add a custom message?
A: The reasons listed on the exit surveys cannot be edited or customized.
Q: Am I notified when someone fills out an exit survey?
Q: Am I notified when someone fills out an exit survey?
A: Notifications are not sent out when someone fills out a survey, however, you can always check the Exit Survey page and see the most recent submissions.