[glaive123]

I personally don't think this is bad as long as:

1) They make it easy to cancel when you call

2) They only try to offer you some free stuff to stay as a customer

My guess is the startup here is trying to learn why customers are cancelling so they can improve the product and they care about keeping customers happy.

Almost all non-web companies make you call to cancel, so I don't see what the big deal is.

The only mistake here is with the email back and forth. Probably the customer support person didn't understand WHY the startup was doing this and made the situation worse.

[minimaxir]

From a survey/data collection perspective, requiring an answer to a prompt will almost always result in garbage/inauthentic data.

[hansvm]

For anyone on here who needs to hear it, that also applies to harvesting my email before telling me what your product actually does. You'll get garbage/inauthentic data 100% of the time, and a lot of it if you're too insistent.

[mafuy]

If you are desperate for feedback, pay them for providing it. If it's not worth that to you, then don't annoy them.