Customer Portal
New
Skip and Pause Survey adds an optional one-question survey to the Skip and Pause actions in your customer portal, so a subscriber can tell you why they're stepping back.
You turn it on from Surveys under Retain, separately for Skip and for Pause, and each one carries its own question and its own answer options, because the reasons a subscriber pushes one order out and the reasons they put the whole subscription on hold are rarely the same list. Each tab arrives pre-filled with a default question you can rewrite in your own words, a live preview shows exactly what a subscriber will see as you type, and you can translate the question and every answer per language, confirming each one with Mark Reviewed. The question appears after the skip or pause has already gone through, so answering is optional and never changes the outcome, and it fires only when someone clicks Skip or Pause directly rather than inside a cancel flow. Response counts sit next to each answer option on the Surveys page. Renaming or removing an option once responses are coming in hides its past answers from that view, so settle on your list before you go live.
A subscriber who skips twice is telling you something long before they reach your cancel flow, and this is where you find out what.
