What is it?

Collecting the reasons that a user is cancelling and then trying to appease the user with a solution to that problem. This is a last ditch effort to save the user.

When does it work?

This works when you have a high volume of cancellations with a relatively short list of reasons. For example, if someone asks to cancel because they are too busy to use the product, you can offer to put their account on "pause" for 2 months.