Customer Center Survey Responses: Why Customers Cancel or Ask for Refunds

When a customer picks an option in a Customer Center survey, the SDK posts a customer_center_survey_option_chosen event to RevenueDot. The chart counts those events in each period. It shows a total called Responses and one measure per option id found in the range, ordered from most to least chosen.

Because the options come from your surveys, the measures change with the data: a new option appears in the first period it is picked. The option is shown by its id, so use readable ids. Filters and segments: app, country, platform, app version, and survey option. Events from sandbox builds are stored as sandbox.

This is a RevenueDot chart name. RevenueCat shows the equivalent only in its dashboard. You can open it in the dashboard under Charts or fetch it with GET /v2/projects/{project_id}/charts/customer_center_survey_responses. The response has the same shape as RevenueCat's Charts API, so scripts written for that API keep working. The secret key needs the charts_metrics:charts:read permission. The Charts guide lists every parameter.

The survey asks at the moment a customer is about to cancel or ask for a refund, so the answers are the clearest voice of the customer you have. A rising option such as too expensive or missing a feature is a product decision waiting to be made.

Put the survey results next to Churn and Refunds. If a cancel reason grows in the survey and in churn at the same time, the cause is confirmed from two sides.

How to read it

• Use stable, readable option ids. The chart shows ids, not your display text.
• The count is of answers, not customers. One customer who answers twice counts twice.
• Segment by platform or app version to see whether one release causes a spike in an answer.
• A low response count means the survey is shown to few people. Check that the Customer Center is reachable from your app.
• Use Google Play Cancel Reasons for the matching Play-native answers.