9
12 Comments

How to get feedback from people who bail?

Hi folks,
I'm seeing a fair number of tire-kickers in my app who sign up, try it out (or worse, signup without using it), and then bail. I'm trying to engage with these people to understand why, but I'm getting pretty much a 0% response rate from people who bail.

I send out a personalized email message to every single person who signs up for the app, but to no avail. And I get it–people are a little disillusioned with emails from various services, but the feedback would be so valuable.

Do other people see the same thing? Does anybody have any good strategies for dealing with this issue?

  1. 2

    Not sure this is the right solution for you, but if you charge money up-front and have a refund policy you might find you get great feedback from people that request a refund. I’ve found this to be one of my best sources of feedback. By requesting a refund the customer has already started the conversation and if you’re quick to send them their money back they tend to be appreciative that it was a painless process.

  2. 1

    Frankly speaking, I agree with the opinion that when a client get fast refund and perfect service he is pleased and he will leave a good feedback by himself. Indeed, everyone who remained pleased with a good service always advise it for his friends and others on the internet. Such way with the help of good reviews I found bail bonds Oakland https://calwestbailbonds.com/cities/oakland-bail-bonds/ when we got into an unpleasant situation with the law. And I always advise them to others. You can also send in the private message that you will be grateful for the good review and ask them directly not to hesitate and leave reviews on your page.

  3. 1

    Can we have the link please. Thanks

  4. 1

    Was tire kicking a bit to see what's going on..
    For a non target customer I think the texts are all over the place and it's not clear what is on offer or for who.
    you can can use a service like clicktale's session recording and playback to see where customers are probably confused...

    1. 1

      Thanks for taking a look! When you say the "texts are all over the place", do you mean on the landing page or in the app itself? (or both)

      1. 1

        For best results you should strive for one smooth experience, from your ad to your landing page, signup, app and first steps...

        Try to think of your solution as this is X for Y. So this is a multi video Joiner (or start and end video joiner) for video interview bloggers. Why is it better? What's your USP? (Unique selling proposition) is it just simpler?...
        Do people who do these actually find it useful?...

        Think about a single customer and his contexts and try to see if that makes sense...

        The app has stuff like "video interview" which is very specific and simplistic. But I do wonder if anyone doing that would be happy with just this service... Like I'd probably need a 2 video stream editor anyway for 90%+ of the cases, won't I ?

        Using "post production editing" or a similar term seems to target experienced professionals, would they be happy with this low feature service?

  5. 1

    One thing that didn;t work for me when I launched https://a-b.fit was offering $5 Amazon voucher. I could drive over 1000 views to the page a day and fail to get any signups at all despite offering $5 just to try it.

    1. 1

      I just checked out your site, and one possible reason for what you're seeing is that your voucher offer comes up in a big popup as soon as I hit the site. I didn't even know what the product was yet when I got hit with the dialog (which itself doesn't tell me anything about the product really).

      I would take the offer out of the modal dialog and instead put a call to action on the page next to the download button - that way I've at least read the headline when I see what you're offering.

  6. 1

    I think it's so hard to get actual feedback from people these days.

    Some thoughts:

    • Do you know where these customers/leads are coming from? Maybe they are not the right people?
    • Can you get data to give you an idea of where they've come from and what they've done once signed up?
    • Can you find out more about them by googling them?
    • How many customers are we talking about? Is it worth doing a survey at some point during their onboarding journey? Saying that, do you have an onboarding journey?
    • Maybe try personalised emails when they sign up, instead of when they leave?
    1. 1

      Thanks for the thoughts - I do think "bad leads" is a big part of the issue, but that's what I'm really trying to figure out. A number of the leads I'm talking about are though small paid ad experiments as I try to figure out what's working and what's not, but it's hard to close the loop without the feedback aspect.

  7. 1

    This comment was deleted 2 years ago.

    1. 1

      Sure thing - https://verifiablee.com . Thoughts/feedback greatly appreciated!

  8. 1

    This comment was deleted 3 years ago.

    1. 1

      This is a good point - I'm definitely not making it easy enough inside of the app, so I'll look into some better tooling there.

Trending on Indie Hackers
How I grew a side project to 100k Unique Visitors in 7 days with 0 audience 47 comments Competing with Product Hunt: a month later 33 comments Why do you hate marketing? 27 comments $15k revenues in <4 months as a solopreneur 14 comments Use Your Product 13 comments How I Launched FrontendEase 13 comments