Most NPS tools just give you the number but I need something that actually breaks down the feedback patterns and user segments.
Want to understand why people are scoring the way they are, not just track if it goes up or down.
Used Delighted for two apps and it does decent text analysis on the open feedback. Shows you common themes and splits responses by user type.
But honestly the best insights came from setting up custom tags ourselves. We’d tag feedback by feature complaints, pricing issues, onboarding problems etc.
Then cross-referenced those tags with user behavior data from our analytics. Found patterns like users who complained about feature X had 40% lower retention.
The score itself was pretty useless compared to that kind of breakdown.
Skip the NPS platforms and build your own system. Set up post-purchase surveys with 2-3 specific questions about your core features instead of the generic NPS question. Push responses to a spreadsheet with user segments already tagged. You’ll get actual feedback you can act on. Most NPS tools are built for enterprise companies tracking brand perception, not mobile apps trying to fix retention issues.
Try mixing NPS with exit surveys when users cancel or stop using your app.
The timing catches people when they actually remember why they left, so you get more honest feedback about what went wrong.
I usually ask one simple question like what almost made you stay and the answers are way more useful than standard NPS responses.
Hotjar surveys work better than most NPS tools for this.
We tried a few tools but ended up just exporting the comments and reading through them manually. Takes time but you actually learn stuff.