Cancellation reasons

Code why subscribers cancel and find the ones a pause or a discount could keep.

Run this on your file Download the template CSV

Columns to upload

Name the columns in your CSV like this. Extra columns are fine: every column of the row is sent with the questions.

Column	What it holds
`customer`	Customer ID
`plan`	Plan they had
`reason`	The reason they gave, in their words

Questions

Each question adds a column to your file. The answer is one of the listed values, or Unsure when the model's confidence is below the cutoff: 70% for pick-one and scale questions, 80% for yes or no.

New column	Question	Possible answers
`reason`Pick one	Why is the customer cancelling?	price Too expensive not using it Has too much product, or does not use it product Did not like the product competitor Moving to another company problem Delivery, billing or a technical problem temporary Moving, traveling or a short break
`pause_would_help`Yes or no	Would a pause of one or more months meet the customer's need?	yes The reason is a break, travel, a move or too much stock no The reason is permanent
`price_sensitive`Yes or no	Does the customer mention price or money?	yes They mention price, cost or budget no They do not

Example row

Column	Value
`customer`	C-2210
`plan`	6 bottles monthly
`reason`	Still have 8 bottles from the last two boxes, I can't keep up.

Answers from a test run on this row

Column	Answer	Confidence
`reason`	not using it	100%
`pause_would_help`	yes	85%
`price_sensitive`	no	97%

More support use cases

Use case	What it does	New columns
Support ticket triage	Route a backlog of support tickets by category and urgency, and flag the angry customers and refund requests.	`category` `urgency` `angry` `refund`
Chat transcript quality review	Review support chats for resolution and agent tone without reading every transcript.	`resolved` `agent_tone` `escalated` `customer_repeated`
Customer satisfaction comments	Find out whether low satisfaction scores are about the agent, the product or the policy.	`about` `sentiment` `agent_praised`
Bug report labeling	Label incoming bug reports by product area and severity, and send back the ones with no steps to reproduce.	`area` `severity` `repro_steps` `money_or_data`
Help center gaps	Match customer questions to your help articles and list the questions no article answers.	`article_answers` `self_serve` `question_type`