Summary
Pricing is the loudest signal: 6 of 15 customers called out specific dollar amounts ($16-20/month, $20k/month enterprise, vs. $6 Google Suite) and two already left for zcal or cal.com the same day they decided to go. The free tier degradation is accelerating this: 'They removed event types I had been relying on. I do not buy SaaS that pulls features from accounts that signed up under different terms.' Meanwhile, cal.com and zcal are named as ready substitutes with near-zero switching cost, and Google and Microsoft are shipping native scheduling, shrinking Calendly's moat by the quarter.
Priority Action
Restore the free tier event types that were removed from existing accounts, and grandfather users who signed up under prior terms, before the 'switching cost is theoretical' narrative becomes the default public story.
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Recheck nowTop churn drivers
1. Price too high relative to perceived value
critical40% of responses · confidence 95%
Fix: Three customers cited the $16-20/month Teams plan as unjustifiably expensive relative to competitors, and one left the same day a price increase hit. Introduce a mid-tier plan below $16/month that includes Round Robin but not full team management, directly addressing 'the only reason we pay for their Teams plan is that Round Robin events are only supported there.'
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