How do you incentivize churned users to share honest feedback?
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Lowering prices because of exit survey data is a classic trap.
If a tool saves someone hours of work they won't care about a twenty dollar price tag, but if it lacks a key integration, no discount will keep them around.
The hardest part is getting them to reply once they've already canceled and moved on to another tool.
Did offering a small gift card or discount help increase your exit interview response rate?
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I have not paid for exit interviews, and I doubt a gift card buys honesty, it mostly buys politeness. The most honest feedback I get comes earlier, from support messages people write while they are still annoyed. Two things make those worth more than a survey. Every contact path in my app prefills the user id, so I can read what the person actually did next to what they say happened, and the two often differ in useful ways. And they write in their own words, which is where you find things like a word in your copy that people misread. By the time someone has cancelled, the moment is gone, so I would put the effort into catching people one step before that.