I'm really not quite sure what to make of this advice:
<a href="http://thehipperelement.com/post/86991518680/daily-ux-crash-course-user-psychology-27-of-31" rel="nofollow">http://thehipperelement.com/post/86991518680/daily-ux-crash-...</a><p>> If your marketing department wants to know anything about why the user is cancelling, put it in the form. Two pages of boring questions is a great way to reduce conversion.<p>> Break the form into many pages so it takes longer. Include links to FAQ pages. And avoid using defaults; it maximizes the number of conscious choices for the user.<p>> Ask them to explain their reasons for cancelling, and require at least 100 letters of text. Explaining is hard when your reasons are emotional.<p>Really? Obviously I don't want to make it too easy for users to cancel, but to make it too hard just seems petty to me. Asking them to fill out the reasons for cancellation is a great idea (and worked really well for us), but forcing them to write at least 100 letters is just horrible.<p>Also, there are some users that you really do want to cancel. You know, the ones that suck up twice as much support as anyone else and complain incessantly.<p>Surely its more important to be focusing on why users are cancelling, not luring them through a maze of "two pages of boring questions"? Does anyone reputable actually do this?<p>There is a sweet spot somewhere in between, but this seems to be irritating and would just make me want to write complete junk responses.