My time zone assumption cost me a customer but I discovered this after six weeks

Our scheduled reports are sent out at 9am. This logic was written in a laptop configured to my personal time zone and never touched again.

One customer from Auckland got her weekly report at 10pm Monday night, and she needed it for her Monday standup. She didn’t say anything about it. All I know is that she downgraded, and in the cancellation reason field there was "not quite right for us."

All I learned about it was because I was checking the older session logs and noticed her open time at ridiculous hours.

I, of course, have long since fixed it, but the thing I am still trying to understand is how the cancellation form helped me. "Not quite right for us" is the answer people usually give when they want to say it takes three paragraphs to explain the whole story.

Has anyone ever created some kind of cancellation flow that would provide you with an actual explanation? It is pretty clear that free text isn’t good enough for me, and a dropdown menu with my own assumptions is even worse.