Exit survey when unsubscribing is laughable

I recently unsubscribed from FFXIV.

After completing the process, a "survey" pops up. It contains one question with eight possible answers, of which you can choose one and only one to explain why you are unsubscribing.

None of these questions make any reference to game content. You can indicate you are taking a break, or have financial issues, or are leaving because your friends are leaving.

I could have chosen that last option, but I felt the more accurate response was

"I am no longer interested in the game."

How much useful information does that give to SQEX? My data point is, of course, irrelevant, but data from tens of thousands of departing players would be incredibly valuable in helping direct the game in a direction players actually want.

But I don't think SQEX really cares about the players. They have their templates and their schedule, and that is just the way it is going to be.

Anyone who has played the game for years, investing financially, emotionally and socially, does not unsubscribe without considerable reflection and sometimes pain. I am going to miss my WoL and the world she inhabits dreadfully.

Abandoning those investments and connections indicates a massive dislocation between the unsubscribing player and the game. Why doesn't SQEX have any interest in the reasons for that dislocation?

I recently reactivated my EVE Online accounts. I was sent a 20-minute survey containing over 30 questions that asked me how I interacted with the game. What content did I enjoy? What content would I like to see more of? Am I more interested in X or Y or Z rewards?

I've had a sour taste in my mouth for some time, produced by the apparent indifference SQEX, the director, and the devs show towards the players. Sure feedback occasionally has an effect. It took the 14-related internet to catch fire to compel SQEX to correct issues with FT, which would have never occurred in the first place if they understood their players and, arguably, their own game.

The funny thing is, had this so-called exit survey indicated the slightest interest in why I was leaving, I would have probably resubscribed for 8.0. Now? Never say never, I guess, but if I do come back it will be to see my WoL again, not because of this callous company.

does quitting include obsessively staying in the forums? Maybe dont interact with ff14 at all, if you dislike it that much

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Originally Posted by ServerCollaps

does quitting include obsessively staying in the forums? Maybe dont interact with ff14 at all, if you dislike it that much

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See, you're expanding on my point. Had they given me a little box to type "any additional feedback," I could have told them what I thought of a subsection of the community, and how that made my decision easier.

OP got the typical "don't like it, don't engage with it" answer in record time. Guess reading comprehension will always be hard for some.

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Originally Posted by Mawlzy

I recently unsubscribed from FFXIV.
...
I recently reactivated my EVE Online accounts. ...
.

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Can you see what you are doing Square Enix?!

That damage you are causing!

People are actually relapsing into Eve Online now! These are real people. With families and loved ones.

Just how many 100s or even 1000s of hours of League of Legends have you been instrumental in!

Something has got to give!
I just don't know how clear the message has to be until you act!

No, in all seriousness Mawlzy, genuinely really sorry for you. Your WoL represented a lot 'hope' and you cared for it and it's friends. It was a representation of how you cared for yourself. It became 'part' of yourself and then you have to leave that love for yourself behind. I'm confident I know some of how you feel.

(and I just know there are some sick F savage/FT players out there who like to grief once they've done their clearing. The same people who just shout 'get good' when you can't keep up with the Fate hunt, who genuinely find that hilarious. And yes, they will be the FTers. Because all the rest of the time they are silent in chat when not making people feel shit. Why? They are yapping away on discord to their 'sniper' resenting cronies about the contempt they have for their fellow players. "We will not heal you".)

- SE, when you 'forcefully' push people away from your game they 'have' to brutally stop caring about their 'WoL'.
- Then your whole game falls apart except for the 'gameplay'. Because so the rewards, the glams, THE RELICS, the hairstyles, the minions, the mounts, the collecting the furnishings you can't use, (I'm going to repeat that again) THE RELICS, ... they all become worthless.

Even when I resubbed I knew I wasn't interested in the relic. Relics are for your permanent subbers.
Not people who "play other games".

That's really bad if you are counting on it to bring people back after a drought.

ESPECIALLY if you are so MONUMENTALLY stupid as to not create an normal 'playable' set piece instance, for the now out of practice player.

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Originally Posted by brinn12

OP got the typical "don't like it, don't engage with it" answer in record time. Guess reading comprehension will always be hard for some.

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Oh I don't imagine they read the OP.

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Originally Posted by Gurgeh

[I]Can you see what you are doing Square Enix?!

That damage you are causing!

People are actually relapsing into Eve Online now!

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Haha! I'd be the first to admit EVE is somewhat niche. But it is damning that someone would abandon FF14 to play PvE in a game known best for full-loss, hardcore PvP.

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Originally Posted by Mawlzy

I recently unsubscribed from FFXIV.

After completing the process, a "survey" pops up. It contains one question with eight possible answers, of which you can choose one and only one to explain why you are unsubscribing.

None of these questions make any reference to game content. You can indicate you are taking a break, or have financial issues, or are leaving because your friends are leaving[...]

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NGL, little bird told me that the exit survey is so terrible they're branded "might as well don't exist"-level, but I didn't expect for it to be that bad - it's just disheartening to confirm this.

It reminded me of the one survey they've sent out to me at some point in the past - the one that could be boiled down to "What would you like to see in our mogstation?" lol... Got any feedback to leave? Game tell us to come... here... It's just callous, insensitive, and unhelpful.

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Originally Posted by Mawlzy

Oh I don't imagine they read the OP.

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Could be worse. I mean, if you posted this on Reddit the 'thread' would simply be downvoted into oblivion.

That as an aside, whilst am not quite sufficiently offended to cancel my sub I totally agree with you. They're not going to actual learn very much with an exit poll which presents such a limited method of feedback - even a 'any additional information' box would be something, surely? Although I suspect the whole thing is just 'lip service' anyway, really.

And am going to miss you here, Mawlzy - you've demonstrated a level of understanding toward those who don't find the game very easy that was, frankly, incredibly refreshing in a sea of "get gud" mindsets. I sincerely hope you'll come back.

It is a little odd. I'm pretty sure every other MMORPG tries to catch unsubscribe reasons. It's a logical thing to do in order to quickly see why a mass wave of unsubs is happening.

But knowing SE as I do, I don't think they care about actual sub numbers (or other metrics) like other MMORPGs do. If they did they wouldn't say things like "take a break, play other games". They're pretty relaxed overall, and not obsessed with metrics, and they think being obsessed with metrics doesn't lead to a good place (I agree with them on this).

However, it would still be useful to catch feedback from avenues like that.

It's very odd they don't at least have an additional comments box so you can explain why your reason doesn't fit any of their preconceived reasons.

I recently unsubbed because I like taking breaks, but if you want to show your displeasure with the game I'd tick off the "My friends are not playing this game anymore" because that is the most sending alarm bells to an MMO than anything else.

joke suggestion but they should give you aetheryte tickets for doing satisfaction surveys at regular intervals ingame

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Originally Posted by 0blivion

joke suggestion but they should give you aetheryte tickets for doing satisfaction surveys at regular intervals ingame

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That would be better than nothing.

Or given their fondness for lotteries, have a prize draw for all those who complete such a survey. First prize gets my house.

The only time I ever got invited to fill out a survey from SE was to assess my interest in mobile games.

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Originally Posted by Jeeqbit

It is a little odd. I'm pretty sure every other MMORPG tries to catch unsubscribe reasons. It's a logical thing to do in order to quickly see why a mass wave of unsubs is happening.

But knowing SE as I do, I don't think they care about actual sub numbers (or other metrics) like other MMORPGs do. If they did they wouldn't say things like "take a break, play other games". They're pretty relaxed overall, and not obsessed with metrics, and they think being obsessed with metrics doesn't lead to a good place (I agree with them on this).

However, it would still be useful to catch feedback from avenues like that.

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Then, I guess you don't know them very well, as every other game "doesn't meet their financial expectations" and axes start swinging everywhere because of metrics and sales.

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Originally Posted by TaleraRistain

It's very odd they don't at least have an additional comments box so you can explain why your reason doesn't fit any of their preconceived reasons.

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As if they'd allocate funds to have someone reading those "useless" comments. They don't care about the players' feedback, let alone those who leave.

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Originally Posted by Ranhansha

As if they'd allocate funds to have someone reading those "useless" comments. They don't care about the players' feedback, let alone those who leave.

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You're telling me the 2,397 posts I've made here, as recommended from a C&P from a GM to provide feedback, will never be read by anyone at SQEX!?

I.... but...

!!!

Bugger.

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Originally Posted by brinn12

OP got the typical "don't like it, don't engage with it" answer in record time. Guess reading comprehension will always be hard for some.

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In which case I feel compelled to add the obligatory "can I haz ur gil pls kthxbye" :)

@OP: From reading this and your other posts it's obvious to me that you're very passionate about the game. It's sad to see you leave, but I think in its current state there is not much in FF14 to foster passion in its players.
"Games from gamers for gamers" once was the Blizzard slogan, and even when some of those gamer-devs were horrible people, you felt their passion throughout the entire game. Once this was over, the game went down the drain. I think it's much the same with FF14 now, it is a game from clerks and beancounters for the paying customers.

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Originally Posted by Ranhansha

Then, I guess you don't know them very well, as every other game "doesn't meet their financial expectations" and axes start swinging everywhere because of metrics and sales.

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I mean FFXIV specifically. I know FFXIV. Of course I don't know all the other dead on arrival games SE makes.

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Originally Posted by Mawlzy

You're telling me the 2,397 posts I've made here, as recommended from a C&P from a GM to provide feedback, will never be read by anyone at SQEX!?

I.... but...

!!!

Bugger.

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Been there, done that.
I'm sorry :(

Well, survey or not, small or big is irrelevant if they do not use the data collected. Asking you 30 questions means nothing unless they are implemented or used to improve the game and experience. Time for you to whale in EVE, good luck!

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Originally Posted by TaleraRistain

It's very odd they don't at least have an additional comments box so you can explain why your reason doesn't fit any of their preconceived reasons.

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I guess the reason for no additional text box is for evaluation purposes. By choosing one of the preconceived answers the result probably just directly adds a +1 to that value in a database and can easily be processed. With additional text every answer has to be reviewed individually by a person.

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Originally Posted by ACE135

I guess the reason for no additional text box is for evaluation purposes. By choosing one of the preconceived answers the result probably just directly adds a +1 to that value in a database and can easily be processed. With additional text every answer has to be reviewed individually by a person.

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That surely makes it more important to ask questions that provide actionable data?

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Originally Posted by Mawlzy

That surely makes it more important to ask questions that provide actionable data?

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Only if you actually care for said data.

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Originally Posted by ovIm

Only if you actually care for said data.

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Right, and SE would care about such data if their intent was to design a game that the players actually want, rather than what the devs/director want.

During season one of TWW in wow I unsubbed with a lot of other players because of some decisions they made in effort to push player game time retention along with general game balancing issues. I got a block where I could type whatever I wanted in it and filled it completely with the issues I saw with the game. Blizzard runs those through an algorithm and common things are addressed. I was shocked how over a half year almost all the things I filled in my block ended up fixed by the dev team and I even resubbed. So much useful info can be gleaned by exit surveys i'm amazed they don't do more with it. Its such an amazing tool to increase player retention or return.

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Originally Posted by Jeeqbit

It is a little odd. I'm pretty sure every other MMORPG tries to catch unsubscribe reasons. It's a logical thing to do in order to quickly see why a mass wave of unsubs is happening.

But knowing SE as I do, I don't think they care about actual sub numbers (or other metrics) like other MMORPGs do. If they did they wouldn't say things like "take a break, play other games". They're pretty relaxed overall, and not obsessed with metrics, and they think being obsessed with metrics doesn't lead to a good place (I agree with them on this).

However, it would still be useful to catch feedback from avenues like that.

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This statement from Yoshi-P has caused some insufferable cope for years now, simply because people interpret things into it that were never actually stated.

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"It's alright not to play it everyday. Since it's just a game, you can stop forcing yourself if it's hard on you to keep that up. Rather, it'll just pile up unnecessary stress if you limit yourself into playing just that one game since there are so many other games out there. So, do come back and play it to your heart's content when the major patch kicks in, then stop it to play other games before you get burnt out, and then come back for another major patch. This will actually make me happier, and in the end, I think this is the best solution I can answer for keeping your motivation up for the game."

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Nowhere in this quote does he mention that he wants you to unsubscribe.
Of course he doesn't, it would kill his game, and SE certainly wants to keep getting your money, even if you go and play other games.

If SE were smart, they'd have more realistic options with that leaving quiz. Ones like;

"I don't think I'm getting my moneys worth anymore"
"I didnt like the latest additions to the story"
"I couldnt get a house"
"I ran out of things to do"
"I am being stalked and the current blacklist is not enough"
"I couldnt find enough players for content" / "There arent enough players in my server" (Dynamis)
"I didnt like the current event"
"I dont like the overall direction that the game is going"

These are all reasons that I've personally heard people say, and these are all things that a company should care about. That's the direct information that they need the most, so that they know what to pinpoint and fix for the better by the next patch. Its not wise for them to stick their heads in the sand and pretend that everyone that leaves is only doing it to play another game for a bit. That's too easy. They need to know the truth. They need to know what's actually effecting their bottom line. They intentionally leave themselves in the dark, and it only hurts themselves.

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Originally Posted by ACE135

I guess the reason for no additional text box is for evaluation purposes. By choosing one of the preconceived answers the result probably just directly adds a +1 to that value in a database and can easily be processed. With additional text every answer has to be reviewed individually by a person.

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It's 2025. When I e.g. look at amazon, the reviews now always start with an AI generated header like "most customers like X and Y about this product, but Z is sometimes mentioned as a problem".
Surely it would be possible to have an AI sift through all the feedback - hell, even the forums - and present the developers with an overview of what the people like, what they dislike, and why they dislike it.

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Originally Posted by Gwenkatsu

It's 2025. When I e.g. look at amazon, the reviews now always start with an AI generated header like "most customers like X and Y about this product, but Z is sometimes mentioned as a problem".
Surely it would be possible to have an AI sift through all the feedback - hell, even the forums - and present the developers with an overview of what the people like, what they dislike, and why they dislike it.

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Good idea! I just had AI do that!

1. Forked Tower concerns

• “Difficult experience in Forked Tower – a reminder to respect public content” (started June 16) has racked up ~455 replies—many highlighting annoying behavior from public players. Broad perception: the instance is poorly implemented and social norms are breaking down
• “Forked Tower is making me quit the game” (June 7) has ~80 replies. Many talk about frustration over gear gating and fatigue—some even claiming they’ll leave the game

Sentiment: strongly negative, with players expressing frustration, social discouragement, and even quitting.

2. Atma and Occult Crescent feedback

• “Thoughts on fixes for occult crescent” (today) with ~11 replies – users are suggesting tweaks and improvements
• “So how is everyone feeling about Occult Crescent now…” (June 1) attracted ~288 replies; comments range from “boring” to “needs more challenge”
• “Relic being tomestone step AGAIN is incredibly depressing” (yesterday) has ~55 replies lamenting RNG-heavy grind, calling it "terrible game design" .

Sentiment: Mostly critical with constructive tone—users are unhappy about grind and lack of depth, but offering suggestions.

3. Game Quality & Mechanics

• “Pets are broken in Howling Blade (SAVAGE)” (~4 replies): Frustration with malfunctioning support pets in raid content
• “Please Don’t Ever Add Entire World Level Scaling” (~18 replies): Strong pushback at design changes—community wants to keep difficulty structure
• “Level Sync feels worse every expansion” (~123 replies): Growing dissatisfaction with sync implementation since earlier expansions

Sentiment: Critical of certain game design choices; tone varies from frustrated to firmly opinionated.

4. Feature Requests & Suggestions

• “Playing dungeons with a friend + NPCs” (today): A few supportive replies (~2) requesting more control over party composition
• “We need an XIV token” (today): Gamers want a player-driven economy like WoW; early responses (~3) show cautious optimism .
• “Live Letter news hope: Fan Fest…” (~38 replies): Eager anticipation and speculation around upcoming announcements .

Sentiment: Generally positive and hopeful, with players proposing new systems to improve experience.

Overall Tone & Community Insights

• Frustration & fatigue: A lot of negative tone directed at specific gameplay mechanics—particularly grind-heavy content, instance design, and sync issues.
• Constructive engagement: Even critical threads often include user-generated proposals and genuine discussion for fixes.
• Mixed optimism: While some are upset (e.g., quitting over FT), others offer creative suggestions (e.g., NPC queues, XIV token economy).
• Shared courtesy concerns: There's a recurring focus on social dynamics, like etiquette in public instances and harassment reports—indicating the community cares about respectful conduct.

Bottom line: The community right now is a mix of vocal frustration (especially around FT, grind, and mechanic changes) and constructive hope, with many players actively proposing improvements. There's clear passion—some borderline burnout—but also a strong drive to make the game better through dialogue.

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Originally Posted by Gwenkatsu

It's 2025. When I e.g. look at amazon, the reviews now always start with an AI generated header like "most customers like X and Y about this product, but Z is sometimes mentioned as a problem".
Surely it would be possible to have an AI sift through all the feedback - hell, even the forums - and present the developers with an overview of what the people like, what they dislike, and why they dislike it.

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Well, Square Enix obviously isn't Amazon.

Why are all the people I share opinions with leaving the game? :(

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Originally Posted by Valence

Why are all the people I share opinions with leaving the game? :(

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Cause there is a dawning realization for more and more of us players (especially those that joined in the ARR/HW era) that the developers are not interested in providing the experience that made us love the game back then.

Mao left, Mawlzy is leaving, and its disheartening. Not that I can blame them, mind you. If it wasn't for PVP, I'd be out of the door as well.

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Originally Posted by Valence

Why are all the people I share opinions with leaving the game? :(

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Because it just isn't a good game anymore. People value their time and money, and rightly so.

Dawntrail feels like one of those worksheets that a teacher would hand out in school that was a photocopy of a photocopy of a photocopy. We're almost a decade in to SE releasing the same expansion every 2 years and the quality has massively deteriorated over time.

Weren't you the one constantly giving me s*** for criticizing the current pve model?
Glad we agree I guess then?

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Originally Posted by Valence

Weren't you the one constantly giving me s*** for criticizing the current pve model?
Glad we agree I guess then?

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No, I laughed at you once for claiming that ultimate was "artificial difficulty". While I agree that the in/out, stack/spread, proteans/exaflares DDR model is incredibly tired, there is nothing "artificially difficult" about it.

It's also worth noting that this isn't just about "high-end content". Every facet of the game just feels like cut, paste and chip away at the rough edges. Why is every seasonal event quest just "talk to 3 NPCs and collect your free reward" now? Why is every beast tribe quest still the same ones we had in ARR? Why is every treasure map dungeon still just the same 2 doors or roulette wheel instance with a new lick of paint? Why is there absolutely nothing in Occult Crescent that wasn't in Eureka or Bozja before? And why are most of the rewards from Occult Crescent just old recycled rewards that used to be somewhat rare and now have absolutely zero value because they drop like hotcakes in the new zone? Why is the relic just a tome grind again?

Where is our money going? It's sad, but I think many people are starting to wake up to the fact that the game seems to be genuinely doomed. The amount of change that's required to turn the ship around and make the game worth playing again is far greater than is possible by 8.0 on the shoestring budget that SE seem to be forcing CBU3 to work with. Unfortunately, I think 8.0 will just be more of the same and I don't think that will cut it for a lot of folk.

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Originally Posted by BigCheez

No, I laughed at you once for claiming that ultimate was "artificial difficulty". While I agree that the in/out, stack/spread, proteans/exaflares DDR model is incredibly tired, there is nothing "artificially difficult" about it.

It's also worth noting that this isn't just about "high-end content". Every facet of the game just feels like cut, paste and chip away at the rough edges. Why is every seasonal event quest just "talk to 3 NPCs and collect your free reward" now? Why is every beast tribe quest still the same ones we had in ARR? Why is every treasure map dungeon still just the same 2 doors or roulette wheel instance with a new lick of paint? Why is there absolutely nothing in Occult Crescent that wasn't in Eureka or Bozja before? And why are most of the rewards from Occult Crescent just old recycled rewards that used to be somewhat rare and now have absolutely zero value because they drop like hotcakes in the new zone? Why is the relic just a tome grind again?

Where is our money going? It's sad, but I think many people are starting to wake up to the fact that the game seems to be genuinely doomed. The amount of change that's required to turn the ship around and make the game worth playing again is far greater than is possible by 8.0 on the shoestring budget that SE seem to be forcing CBU3 to work with. Unfortunately, I think 8.0 will just be more of the same and I don't think that will cut it for a lot of folk.

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Well I can see where the misunderstanding lied if you understood that the artificial difficulty comment was about ultimate pve mechanics...

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Originally Posted by Valence

Well I can see where the misunderstanding lied if you understood that the artificial difficulty comment was about ultimate pve mechanics...

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I remember the conversation clearly.

You claimed that wipe mechanics "artificially" increase the amount of time required to prog content, and I just don't agree. A game requiring the player(s) to build enough consistency to make it through a piece of content without making mistakes is not uncommon. I think "artificial difficulty" is a fundamentally flawed idea. Game design is contrived by definition. All difficulty is artificial.

If you did remember it clearly, why did you bring the DDR model up then?
Even though I can hear the argument for consistency, let's just agree to disagree, since ultimately this has little to do with the topic.

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Originally Posted by ServerCollaps

does quitting include obsessively staying in the forums? Maybe dont interact with ff14 at all, if you dislike it that much

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https://media.tenor.com/PV7rIOglKaQAAAAe/leave-the.png

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Originally Posted by Valence

If you did remember it clearly, why did you bring the DDR model up then?
Even though I can hear the argument for consistency, let's just agree to disagree, since ultimately this has little to do with the topic.

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Agreed, although I'll remind you that you were the one who shifted the conversation in this direction, lol.

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Originally Posted by Valence

Why are all the people I share opinions with leaving the game? :(

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Because the exit survey is laughable so they come on the forum to express their displeasure.