Standard NPS feels pretty surface level for understanding why users actually stick around or churn.
What follow-up questions are you adding that actually help you fix things in your funnel or product?
We ask which feature they use most and why. Shows us what to focus ads on.
I ask users to rank their top 3 pain points before finding our app. Then I follow up with how well we solved each one on a scale.
This tells me two things - which problems actually drive downloads (so I can focus ads there) and where our product falls short compared to what people expected.
Found out our meditation app users came for sleep stories but we buried them three screens deep. Quick fix that boosted day 7 retention by 8%.
Ask them what they would lose if they stopped using your app tomorrow. This cuts through the politeness and gets to real value. Most users will say nothing or give vague answers. Those are your churn risks. The ones who give specific answers show you exactly what drives retention. Then you can build your onboarding around those moments and test messaging that highlights the loss.
Ask them what they tried to do but could not.
I usually ask users what they expected before they wanted to cancel or uninstall. This can show where my onboarding fails or where the app doesn’t meet my ads. They often point out features they thought were in the app but were hard to find.