Been running CSAT surveys for our app and wondering if I’m missing deeper insights.
Feels like there’s more behavioral data hiding in those responses than just satisfaction scores. What patterns should I be looking for beyond the obvious stuff?
Group responses by user segments and look at the disconnect between what they say versus what they do.
Users who rate high satisfaction but haven’t upgraded in months? Your pricing is off or features aren’t compelling enough.
Low satisfaction scores from power users? You’re neglecting your best customers.
Complaints about the same feature from users who actually use it most? Priority fix.
The real gold is in open-ended responses. Sort them by user value and tenure. Your biggest spenders will tell you exactly what’s broken.
Track when users submit feedback versus their actual usage patterns around those dates.
Someone complaining about slow loading but using the app every day means the problem is real but not a dealbreaker. Someone praising features they barely touch might be giving polite answers.
Also watch for timing patterns in complaints. If issues spike after specific updates or user milestones, you can predict problems before they spread.
Check which features unhappy users actually avoid using most.
Look at response rates by user cohort. New users who skip surveys usually churn fast.