Engagement
Cancellation note reading
Hand coding of free-text leaving reasons so the volume of “too expensive”, “moving house”, and “forgot to cancel trial” can be shown as shares, not anecdotes.
Who this is for
Houses that collect a reason box at cancel and have never grouped the language.
What you hold at the end
A codebook, coded file, and a short visual of reason shares by tenure band.
Scope
One language (English). Notes in other languages quoted separately.
Included
- Codebook agreed with you
- Double-coded sample for consistency
- Share tables by tenure and plan
Not included
- Calling former subscribers
- Sentiment scoring as a product feature
Who prepares it
Two readers on the sample; one reader on the remainder.
How the work proceeds
- Sample and codebook
- Full coding
- Tables and commentary
Place and time
Studio work in London.
Depends on note volume; typically two to three weeks
What you prepare
Export of reason text with tenure at cancel; no names.
Limits
Empty or one-word notes limit what can be said; we will say so in the commentary.
How the fee is set
Quoted per thousand notes after seeing a sample.
Next step
Send a sample of fifty notes (de-identified) with your enquiry.