How can I get churn users' feedback?

by the time users unistall, it may be already too late to try to get any user feedback.
could you please clarify what your app does? does it require some setup that may be too complicated? do you have any sort of onboarding wizard?

@sillycube I think Churnfree is the best option for you!

How does Churnfree work?
When a user clicks on the membership cancel button, Churnfree attempts to retain the user by offering incentives created by the business owner, potentially saving up to 46%.

If the user still decides to leave the platform, Churnfree will ask for feedback on why he/she is leaving the product. In this way, founders can analyze the reasons behind users leaving and make improvements to reduce high customer churn.

Churnfree is a customer retention tool that helps businesses retain their customers through automation.

You can try this super amazing tool to reduce your business's high customer churn rate!

I will suggest you read this IH post: How SaaS client saved 74 out of 291 churned customers within 5 months

You could offer the churn users a free or discount version (at loss to yourself) to see if that helps, if not, its probably the product if you assuming the chrun users are atually your target demographics.

This is a tricky issue and I've seen founders often struggle getting detailed feedback from churned users.

It's unfortunate because you can learn most from people who left you (why they left, are they going to a competitor, what feature they used, what gap they found, did they need support, was the learning curve too steep and so on)

That being said, I've been tracking 1700+ SaaS products (https://microsaasdb.com/) and had the chance to experience how some of the successful saas tackle this issue. The one I liked most was from Taplio. Here's the email text.. hope this helps some founders:

You signed up for X recently, but decided not to keep using it.

We're sad to see you go :(

We won't send you 40 emails asking you to reconsider.

But we will ask you one thing:

What didn't work for you? Was it a missing feature or a bug? Did you not see value in the product?

Just reply to this email, don't even fill a form or anything.

Maybe your feedback can help us do better for other people like you.

In the automated email, try to make it feel as personal as possible. If you haven't already, try to make it seem as through it was written personally from you. For example, make the sender your own name.

Churn Users. The assumption they are 'users', in first place, is incorrect.

I do this alot. It means the app failed and the dev has low cred.

• If I installed then it typically means their was an over-promise or lack of transparency on the LP/pricing page. I could not assess product-fit from GIF/copy so am forced to dl. Nothing is more annoying that this UX. Even greater errk when they email me or popup on uninstall as to why. Common sense in my world so I ignore it.
• This has happened so often, now I am quite dl fatigued. When I ask other SMEs they share my experience.

What may work:

• The only thing I have noticed since joining IH, that is working for brutal feedbackers (like me), is on install, a Tally style form is used.
• A good question is asked. Explicit question to the context. Not a general question that shows the dev does not understand their prospects.
• Be very conscious of: 2min is a long time in a SME world. And when that 2min to dl and install is wasted, it is annoying.

The thing I have wanted for a long time, is a place where I can test an app without the need to dl and install.

• A play-zone. A demo environment. No log-in. Something that means I don't have to spend time doing, or giving. my contact details.
• I am only discovering demo environments like this for SDK I am testing.
• When this concept is available readily for shopify apps, chrome extensions, it becomes user focused rather than seller focused.

Interactive tours I rarely do. If I need to do them, means the app is not soo intuitive. I have used interactive tours after I have assessed product fit.

I suggest talking to new users as soon as they sign up, start a conversation with them and offer them a concierge setup service.

when you build that initial relationship they will be more open to share with you

There are several methods you can use to find out why users are leaving your Shopify app. Here are some suggestions:

Conduct User Surveys: Consider reaching out to users who have uninstalled your app and ask them why they decided to do so. You can use email or in-app surveys to collect feedback. Make sure to keep your questions concise and straightforward.

Analyze User Behavior: Look at your app's analytics to see where users are dropping off in the user journey. For example, if users are uninstalling your app after a few minutes, there may be an issue with onboarding or user experience. If users are uninstalling after a week, there may be a problem with the app's functionality or value proposition.

Monitor User Reviews: Check out the app store reviews of your app to see what users are saying. Pay attention to both positive and negative reviews, and respond to any negative reviews to show that you're listening to user feedback.

A/B Testing: Try testing different versions of your app to see if that impacts uninstall rates. You can test different onboarding flows, features, pricing, and more.

Conduct User Interviews: If you have a small user base, consider reaching out to some users and asking them if they would be willing to participate in a user interview. This can be a great way to get more in-depth feedback and insights into their experience using your app.

By using these methods, you can gather more information about why users are leaving your app and make the necessary changes to improve your app's retention rate.
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