Summary
Pricing is the loudest signal: 6 of 15 customers called out the cost directly, with one asking 'do you think this is 80% of that value?' compared to Google Suite at $6/month. But what is making the exits painless is the zero switching cost. Customers are landing on zcal, cal.com, and neetoCal inside a single afternoon and not looking back. The free tier feature pulls ('they removed event types I had been relying on') are actively accelerating trust destruction and giving fence-sitters the push they need to leave.
Priority Action
Restore the free tier event types that were pulled from legacy accounts, or immediately offer a grandfather clause. Customers who signed up under specific terms are citing it as a trust violation, and it is the fastest path from passive dissatisfaction to active churn.
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Recheck nowTop churn drivers
1. Price too high relative to perceived value
critical40% of responses · confidence 95%
Fix: The $16-20/month Teams plan is the specific price point drawing the sharpest complaints, especially from customers who only need Round Robin. Move Round Robin to a lower tier or introduce a solo-user plan under $10/month to undercut the 'I would switch to zcal in a heartbeat' exit narrative directly.
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