First, the cancellers are determined from your CRM or database. Experienced interviewers then call the cancelers using the available addresses and ask them about their motives. The telephone survey has proven to be a proven method of data collection, as the interviewer can react flexibly and, if necessary, go deeper into the motives for terminating the contract.
It is to be decided in which time intervals cancellers are to be interviewed: Annual, semi-annual or monthly survey waves make sense and are common practice here, depending on the number of cancellations and the product.
INNOFACT has a developed question design, which has proven itself many times over in this context.