Customer success
Learn why customers leave, and who might come back.
Answers from the cancel screen of a scheduling app. Rowmotive added 2 AI columns and answered them for every row. The answers are real and unedited.
How the AI columns were set up
ReasonCategory
What is the main reason this customer canceled?
Possible answers: Price, Missing feature, Switched to a competitor, Not using it enough, Technical problems, Business closed or paused, Other
Win back?Yes or no
Could a discount, a pause option, or a planned feature plausibly win this customer back?
Possible answers: Yes, No
Cancellation reasonsView only
| # | Cancellation reason | Reason | Win back? | Plan | Months subscribed |
|---|---|---|---|---|---|
| 1 | Too expensive for what we use | Price | Review | Pro | 7 |
| 2 | Switched to Calendrik, it syncs with our CRM | Switched to a competitor | Review | Team | 14 |
| 3 | Not using it anymore | Other | Review | Basic | 3 |
| 4 | Business closed, sorry | Business closed or paused | No | Pro | 22 |
| 5 | need a way to book multiple people at once, you dont have that | Missing feature | Review | Pro | 5 |
| 6 | Pausing until spring, we only do outdoor work in warm months. Will be back! | Business closed or paused | Yes | Basic | 9 |
| 7 | Keeps double booking me. Lost two clients because of it. | Technical problems | Review | Pro | 4 |
| 8 | cost | Price | Review | Basic | 2 |
| 9 | Moved to SlotWise because they have SMS reminders included | Switched to a competitor | Review | Team | 11 |
| 10 | Just testing, never meant to keep it | Other | Review | Basic | 1 |
| 11 | The Calendar sync broke twice in one month and support took 4 days to answer. | Technical problems | Review | Pro | 8 |
| 12 | I retired | Other | No | Basic | 31 |
| 13 | No longer need it | Other | Review | Team | 6 |
| 14 | price went up and I cant justify it with only a handful of bookings a month | Price | Yes | Basic | 18 |
| 15 | Dont have the time to set it up properly | Other | Review | Basic | 1 |
| 16 | Our team went back to using a shared spreadsheet, honestly simpler | Other | Review | Team | 10 |
| 17 | Missing recurring appointments with different rules per client. Need weekly then monthly. | Missing feature | Review | Pro | 13 |
| 18 | shutting down the studio at end of month | Business closed or paused | No | Pro | 27 |
| 19 | Reminder emails land in spam for half my customers | Technical problems | Review | Basic | 5 |
| 20 | Cambié a otra herramienta porque la app no está en español | Missing feature | Review | Pro | 6 |
| 21 | Too many features I dont need. Want something simpler. | Other | Review | Team | 15 |
| 22 | Booked solid for the next year, dont need new clients right now | Not using it enough | Review | Pro | 20 |
| 23 | Mobile app crashes every time I open the calendar on Android | Technical problems | Review | Basic | 3 |
| 24 | My company switched to Tidyslot, corporate decision | Switched to a competitor | No | Team | 9 |
| 25 | Because | Other | Review | Basic | 2 |
| 26 | Does not integrate with our payment processor, we had to take deposits by hand | Missing feature | Review | Pro | 7 |
| 27 | Maternity leave, will resubscribe in the fall | Business closed or paused | Review | Pro | 16 |
| 28 | seat pricing is crazy once you pass 5 people. Went with a cheaper tool for the team. | Price | Review | Team | 12 |
| 29 | Dont like it | Other | Review | Basic | 1 |
| 30 | Page took forever to load during peak hours. Customers gave up and called instead. | Technical problems | Review | Pro | 6 |
| 31 | we were acquired and the new parent company has its own system | Other | No | Team | 24 |
| 32 | It was fine but nothing special | Other | Review | Pro | 10 |
| 33 | Need custom branding on the booking page without your logo, not worth upgrading to do that | Missing feature | Review | Basic | 4 |
| 34 | Taking a break from freelancing, full time job now | Business closed or paused | Review | Basic | 8 |
| 35 | Charged me after I thought my trial ended. Cancelling and want a refund. | Price | Review | Pro | 1 |
| 36 | Competitor has a free plan that does what I need | Switched to a competitor | Review | Basic | 5 |
| 37 | Support was rude | Other | Review | Pro | 9 |
| 38 | No time to manage another tool | Other | Review | Basic | 2 |
| 39 | switching to Calendrik | Switched to a competitor | Review | Pro | 12 |
| 40 | Too pricey, tried to downgrade but the Basic plan lacks the one feature I need (buffer time) | Price | Yes | Pro | 11 |
| 41 | Sold the business last week | Business closed or paused | No | Team | 35 |
| 42 | Time zone handling is a mess. My clients in Europe keep showing up an hour off. | Technical problems | Review | Pro | 6 |
| 43 | Don't need it in the off season, will restart in March | Not using it enough | Yes | Basic | 13 |
| 44 | budget cuts | Price | Review | Team | 8 |
| 45 | The booking widget did not match our website at all and the CSS options are very limited | Missing feature | Review | Pro | 4 |
| 46 | I forgot I was even subscribed | Not using it enough | Review | Basic | 14 |
| 47 | Went with SlotWise | Switched to a competitor | Review | Basic | 3 |
| 48 | Not enough customization on the intake form. I need file uploads. | Missing feature | Review | Team | 7 |
| 49 | Family emergency, need to cut costs | Other | Review | Basic | 10 |
| 50 | Video call links were not being added to events half the time, had to fix by hand every day | Technical problems | Review | Pro | 5 |
| 51 | We hired a receptionist who handles it all by phone | Other | Review | Pro | 19 |
| 52 | Everything is great, just closing my practice after 20 years. Thank you! | Business closed or paused | No | Pro | 41 |
| 53 | Expensive | Price | Review | Pro | 6 |
| 54 | Duplicate account, I made a second one by accident | Other | Review | Basic | 1 |
| 55 | Cant export client list to csv with notes, wont stay if I cant take my data with me | Missing feature | Review | Team | 8 |
| 56 | Slow | Technical problems | Review | Basic | 2 |
| 57 | Pause | Business closed or paused | Review | Pro | 5 |
| 58 | Rates are higher than Tidyslot and they have the same features | Switched to a competitor | Review | Team | 9 |
| 59 | not for me | Other | Review | Basic | 1 |
| 60 | Server errors when clients try to reschedule, got 500 page three times this week | Technical problems | Review | Pro | 6 |
| 61 | We decided to build our own booking form into our site | Other | Review | Team | 17 |
| 62 | Using the free one now | Price | Review | Pro | 12 |
| 63 | Too much overhead for a one person shop. I just use my phone calendar. | Other | Review | Basic | 7 |
| 64 | Need group classes with waitlists, you only support 1 to 1 | Missing feature | Review | Pro | 10 |
| 65 | Lost my job, cant afford it right now | Price | Yes | Basic | 4 |
| 66 | The new interface update made everything harder to find. I hate it. | Technical problems | Review | Pro | 15 |
| 67 | Closing for the season | Business closed or paused | Review | Basic | 6 |
| 68 | Moving to Europe and need GDPR stuff you dont offer | Missing feature | Review | Pro | 8 |
| 69 | unclear billing, I was charged twice in July | Other | Review | Team | 4 |
| 70 | I only needed it for one event | Not using it enough | Review | Basic | 1 |
| 71 | our clinic moved to an all in one system with billing and charting, scheduling is included | Switched to a competitor | Review | Team | 26 |
| 72 | Ok so basically I got busy and stopped logging in and then I saw the charge and thought why am I paying | Not using it enough | Review | Basic | 9 |
| 73 | Dont want to say | Other | Review | Pro | 5 |
| 74 | not worth it | Other | Review | Pro | 3 |
| 75 | Missing integration with our accounting software | Missing feature | Review | Team | 11 |
| 76 | Temporarily closed due to renovations, reopening in 3 months | Business closed or paused | Yes | Pro | 18 |
| 77 | Better deal elsewhere | Price | Review | Basic | 4 |
| 78 | Customers kept saying the booking link was confusing and just texted me anyway | Other | Review | Basic | 6 |
| 79 | Competitor offered us 3 months free to move over | Switched to a competitor | Review | Team | 13 |
| 80 | Not busy enough this year to justify it | Not using it enough | Review | Pro | 15 |
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