How to Cancel Netigate

To create a comprehensive cancellation instruction for the Netigate product, here are the steps and considerations you should include:

Enabling or Disabling the Cancellation Survey

• Navigate to your Netigate account settings. Since Netigate does not have a built-in cancellation survey feature like some other platforms, you will need to create a custom survey for this purpose.
• Create a new survey using the "Create a survey" button on the Start Page. You can either start from a blank survey, copy an existing survey, or use one of the templates from the Netigate Question Bank.

Designing the Cancellation Survey

• The survey should be triggered when a user initiates the cancellation process. Since Netigate does not support in-app surveys triggered by specific actions, you may need to send the survey via email or provide a link to the survey during the cancellation process.
• Include an initial question to understand the reasons for cancellation. This can be a multiple-choice question with common reasons such as cost, lack of features, technical issues, etc. Also, provide an open-ended option for users to specify other reasons.
• Offer alternatives to canceling based on the user’s response. For example, if the user is canceling due to technical issues, you could offer a commitment to prioritize bug fixes or provide a dedicated account manager.

Collecting and Reviewing Feedback

• Ensure that the survey is optional, allowing users to skip it if they prefer. This maintains a smooth offboarding process and avoids burning bridges with the customer.
• Collect feedback in a format that you can analyze later. You can export the survey data to a raw format and review it in tools like Excel or PowerPoint. Make sure to remove any personal data in accordance with GDPR guidelines.
• Review the cancellation survey results regularly to identify common reasons for churn and implement changes to improve your product or service.

Data Retention and Deletion

• Be aware of the data retention settings in your Netigate account. If you are using surveys as part of your cancellation process, ensure that these surveys are not set for automatic deletion under the Full Delete option, which would irreversibly remove all survey data.
• If you need to keep survey templates or previous survey results for benchmarking or comparison, set the survey retention settings to a date far in the future to override the account settings.

Implementation

• Once the survey is created, share the link to the survey during the cancellation process. This could be via an email or a prompt within the cancellation workflow.
• Use the feedback collected to improve your product, reduce churn, and potentially win back users who are ready to cancel.

By following these steps, you can effectively implement a cancellation survey within the Netigate platform, even though it does not have a native cancellation survey feature.