Update Cancellation Survey and Expand Questions

[dzver]

Part of #

Proposed Changes

• Update the cancellation survey based on the work by @bohdankit07 on p58i-lsX-p2
• Introduce many new questions
• Introduce other options with textareas

Why are these changes being made?

• Step one of compliance changes coming up next week

Testing Instructions

• Turn on the store sandbox
• Switch locale to English
• Buy a plan
• Cancel it
• Switch locale to any non-English locale
• Ensure the old survey is still there and functioning

A sample of how I tested it: https://github.com/user-attachments/assets/c6fdc9a8-4313-427a-a144-2804f2fe100d

Then I confirmed the expected structure with wpsh 38242-pb

    [why-cancel] => Array
        (
            [response] => otherDomain
            [text] => asdf
        )

Pre-merge Checklist

• [ ] Has the general commit checklist been followed? (PCYsg-hS-p2)
• [ ] Have you written new tests for your changes?
• [ ] Have you tested the feature in Simple (P9HQHe-k8-p2), Atomic (P9HQHe-jW-p2), and self-hosted Jetpack sites (PCYsg-g6b-p2)?
• [ ] Have you checked for TypeScript, React or other console errors?
• [ ] Have you used memoizing on expensive computations? More info in Memoizing with create-selector and Using memoizing selectors and Our Approach to Data
• [ ] Have we added the "[Status] String Freeze" label as soon as any new strings were ready for translation (p4TIVU-5Jq-p2)?
  • [ ] For UI changes, have we tested the change in various languages (for example, ES, PT, FR, or DE)? The length of text and words vary significantly between languages.
• [ ] For changes affecting Jetpack: Have we added the "[Status] Needs Privacy Updates" label if this pull request changes what data or activity we track or use (p4TIVU-aUh-p2)?

[github-actions[bot]]

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[bohdankit07]

Could you also fix the tracking events in this PR, or would it be better to address them separately?

[matticbot]

Here is how your PR affects size of JS and CSS bundles shipped to the user's browser:

Sections (~1049 bytes added 📈 [gzipped])

name            parsed_size           gzip_size
site-purchases      +4174 B  (+0.2%)    +1049 B  (+0.2%)
purchases           +4174 B  (+0.2%)    +1049 B  (+0.1%)
overview            +4174 B  (+0.1%)    +1049 B  (+0.1%)
domains             +4174 B  (+0.1%)    +1049 B  (+0.1%)

Sections contain code specific for a given set of routes. Is downloaded and parsed only when a particular route is navigated to.

Legend

What is parsed and gzip size?

Parsed Size: Uncompressed size of the JS and CSS files. This much code needs to be parsed and stored in memory. Gzip Size: Compressed size of the JS and CSS files. This much data needs to be downloaded over network.

Generated by performance advisor bot at iscalypsofastyet.com.

[a8ci18n]

This Pull Request is now available for translation here: https://translate.wordpress.com/deliverables/17553403

Some locales (Brazilian Portuguese, Dutch, Hebrew) have been temporarily machine-translated due to translator availability. All other translations are usually ready within a few days. Untranslated and machine-translated strings will be sent for translation next Monday and are expected to be completed by the following Friday.

Hi @dzver, could you please edit the description of this PR and add a screenshot for our translators? Ideally it'd include all of the following strings:

• Too expensive
• The plan is too expensive for the features offered.
• Lack of customization features (e.g., colors, fonts, themes).
• The free plan is sufficient for my current needs.
• I found a competitor with better pricing/value.
• Budget constraints / Can no longer afford it.
• Something else related to price/value.
• Please tell us more about your price/value concern
• Too hard to use
• The platform/dashboard is too complicated or confusing to navigate.
• The website editor is difficult or unintuitive to use.
• It takes too much time to learn how to use the platform.
• Onboarding or tutorials were not helpful enough.
• Something else related to too hard to use.
• Please tell us more
• Cannot install desired plugins (e.g., from WordPress.org or third-party).
• Cannot upload custom themes.
• Limited design or customization options (e.g., layout, specific elements).
• Lacking specific functionality I need (e.g., e-commerce, specific integrations, advanced SEO tools).
• Core features I expected are only available on a much higher plan.
• Something else related to features/flexibility.
• Technical problems
• Site is slow or experiences performance issues.
• Encountered bugs, errors, or glitches.
• Problems migrating my existing site or content.
• Site was down or inaccessible.
• Something else related to technical problems.
• Problems with domain
• Trouble connecting or transferring my existing domain.
• Confused about how domains work with the WordPress.com plan.
• Didn’t get the domain name I expected / My domain is incorrect.
• Something else related to domains.
• Wrong plan or site
• I purchased this plan by mistake.
• I meant to upgrade a different website or account.
• The plan I chose didn’t match what I thought I was buying.
• Something else related to an accidental purchase.
• Bad support experience
• Support was unhelpful or slow to respond.
• Could not easily reach a human support agent.
• AI/automated support was not sufficient for my issue.
• Something else related to support.
• No longer need a site
• My project/business plans have changed.
• I was just exploring/testing the platform.
• I no longer need this website/service.
• Temporary cancellation, I might return.
• Something else related to changed needs.

Thank you in advance!

[dzver]

@bohdankit07 do you mind sharing more about the tracking event request? Is there an issue or a p2 about it?

I don't mind fixing it here or in a separate PR, depending on how big of a change it is, but I'm not sure what the problem is. I searched the linear issue and the P2 post and couldn't find the problem. I was also not aware it existed.

[bohdankit07]

do you mind sharing more about the tracking event request? Is there an issue or a p2 about it?

I don't mind fixing it here or in a separate PR, depending on how big of a change it is, but I'm not sure what the problem is. I searched the linear issue and the P2 post and couldn't find the problem. I was also not aware it existed.

@dzver, I have shared this in Slack in the original request, but p58i-lR3-p2#comment-68832. However, since we are changing how the flow works now due to the FTC's Negative Rule, my recommendations are no longer fully applicable to how we should track the performance of upsells, and we likely need a tracking approach that allows us to connect cancellations with upsell clicks post-cancellation, and an auto-renewal's turning back on.

[dzver]

I addressed all comments except the single quote, I'll leave that unaddressed for now.

My personal preference is to use ' rather than the curly single quote because it's supported by Cursor. However, this entire area of code uses the curly single quote and changing that feels like a subject to a separate change and something to discuss with i18n folks.

[matticbot]

This PR modifies the release build for the following Calypso Apps:

For info about this notification, see here: PCYsg-OT6-p2

• help-center
• notifications
• odyssey-stats
• wpcom-block-editor

To test WordPress.com changes, run install-plugin.sh $pluginSlug update/cancellation-survey-expand-questions on your sandbox.

[a8ci18n]

Translation for this Pull Request has now been finished.