Handle feedback from a customer who left

A customer who leaves and tells you why is doing you a favour. How you respond decides whether the feedback is used and whether they return.

Last reviewed October 14, 2026

Thank them without defending

Thank them for the feedback and do not argue. They have already decided and are telling you what they think.

Ask one open question if the reason is unclear. Price, a missing feature, a bad support experience and a business change need different follow-ups.

If it is a bug or a misunderstanding, say what you will do about it. Do not promise a feature that is not planned.

Tag the ticket with the reason and count them monthly. A rising tag is a product or pricing signal.

Tell them how to return and keep their data as your policy allows. Do not chase them with repeated offers.

Yes, with one short question. Do not make it a barrier to cancelling.

Only if the reason is price and it is part of your policy. Otherwise a discount feels like a trick.

Tag it, review it monthly and send the top reasons to product.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.