Why are trial users not giving feedback?
Hi,
just wondering, is there a good way to approach trial/test users for your product? I kind of having a hard time getting people to respond to my feedback/welcome emails. Which makes it quite challenging finding out why people are churning and improve the product.
I mean I get that not everyone is responding but I sent out about 50 emails now and got 2 replies which is kind of sad 😢.
Any of you all have good insights/experience here?
I think 2/50 is great. People are busy, have families and work... and the pandemic isn’t helping. Even if they would like to help, many just won’t have the time.
Offer something of value in return!
Thanks for your insight. That makes sense. Glad that others think it's not insanely low :)
Is 2 / 50 bad? We've been going on the rule that 4 / 100 response to our emailing is pretty decent but maybe that's wrong.
I don't know I thought that's bad. So that's normal?
Its right in line with what Uclusion experienced but that's only anecdotal.
I would expect a much better response rate if you make your emails more personal.
Say you are the founder, you are in need for their feedback to improve your product, tell them they are one of the few people on planet earth right now that are in the best position to help you, etc. But stay honest.
Don't use fancy, styled, automated emails that make the recipients feel like they are one of many. Take the time and personalize the emails as best you can. It's worth the time. Maybe even add some background information about the recipient. What's their job, etc. What makes them interesting for you.
Will do! That's seems to be great advice. Thanks.
2/50 is not bad, imo. But, yes, getting feedback is hard.
Actually, people want to let their opinion be known, but they don't want to spend much time on it, or be bothered by the consequences of what they say. One way is to put a simple questionnaire under their nose. They don't have to decide what to say and how to say it. Also, they feel "protected" in terms of follow ups from the requester.
It happened with me too. I had around 70 in my email list and when I sent out emails, my open rate was low as well.
The key is, Follow up emails. You need to send follow up emails on appropriate gap & write enticing subject lines.
The reason for it may be most of the trial users are not relevant so they are not interested in the product very much.
This is very much the reason behind the low response. A passionate user would love to help improve the product, but most initial users are just explorer or our close friends who would sign up out of peer pressure
Right, so instead of bugging non-relevant users I would probably focus more on finding relevant ones :)
No need to worry I think. It depends on how many people are serious about giving your app a try. If you would require card upfront, those two people might have been the ones that went through it.
If you want immediate feedback, add an exit survey that people should fill out to cancel their trial...
Also, not converting from trial to paid is not seen as churn I believe... it's just not a trial conversion.
An Exit Survey sounds like a good idea. Will think about that. Thanks
This comment was deleted 3 years ago
thanks for the feedback :)