Been running standard surveys for user feedback but getting pretty generic responses that don’t really move the needle.
What makes a survey actually useful for understanding why users churn or what features they actually want? Feel like I’m missing something here.
Ask specific questions about their last action in the app instead of general satisfaction stuff.
I learned to segment my surveys by user behavior instead of sending the same questions to everyone.
For example, I’d send one version to people who upgraded and a different one to people who downgraded. The upgrade group got questions about what convinced them to pay more. The downgrade group got questions about what almost made them cancel completely.
Also started using open text boxes more. Multiple choice feels easier to analyze but the real insights come from letting people explain in their own words. Takes longer to read through but you catch things you never would have thought to ask about.
One more thing - I always include a question about what they were trying to accomplish when they first downloaded the app. Helps you see if your marketing message matches what people actually need.
Skip surveys. Just call ten users who churned recently.
Focus on what users wanted from your app. Ask them what tasks they hoped to achieve when they decided to download it, and if those tasks got done. Most surveys ask about features or satisfaction. Better surveys focus on real outcomes. Did your app save them time or help them earn money? Also, reach out to non-users who match your target audience. They can share reasons for choosing competitors or sticking with manual methods.
Timing is key. I recommend sending surveys immediately after someone cancels or after a week of inactivity.
When their experience is fresh, responses are more insightful. Ask targeted questions about their specific situations instead of broad feature inquiries.
For example, ask “what made you open the app last Tuesday” instead of something like “how often do you use this feature.”