If you've never been through it, here's what it boils down to:
- "Cancel my account" link was hidden and relatively hard to find. (I guess this one's normal)
- You have to give a reason why you're quitting, out of a major radio-button list that felt more like a survey.
- No matter which choice you pick, you get some bogus argumentation on why you shouldn't close your account. I bet some manager in the company is so happy about how much this would reduce the number of possible cancelations. I'm sure she even has some bogus data to back her claims up. To me, it felt like an uber annoying phone sales representative who won't let you hang up the phone even though you're clearly not interested in the product.
- If you pick the field 'Other', you have to fill the text field explaining why.
- After all this, you have to enter your password and/or read a captcha (I don't remember exactly)
- It ends with Facebook telling you that your data is still there, ready and waiting for when you'll be back. I don't remember the exact wording, but to me, it came off as extremely smug.
My point is, canceling has to be easy. It has to be so seamless I could do it in a few seconds. It's a matter of respect. I felt that Facebook didn't care about making me hop through their hoops. Their final message, that I'll be back, added to the insult.
It's a great thing to survey cancelling customers, and yes, you could probably learn a lot and mayve save a few of them. But for the love of God, let your surveys be as non-intrusive as can be.