Just add friction
Make it harder but be nice
When somebody cancel, Please indicate the reason for canceling: and the following set of options:
1. Need a break (Pause My Account)
3. Difficulty of Use
4. Missing Functionality
5. Using Other Product
6. Not Using It
7. Something Else (Tell us the reason)
You can’t cancel until you choose an option.
Once you do, the app gives you alternatives that are relevant to your motivation.
For example, if you choose cost, you see the option of downgrading your account, and so on.