Been tracking CSAT, NPS, and CES for months but retention numbers aren’t matching up with the scores.
Starting to wonder if we’re measuring the wrong things or if satisfaction surveys just don’t translate to actual user behavior.
NPS scores screwed me over twice. High scores but users still bailed after month 2.
Feature adoption depth actually worked. Users who hit 3+ core features in week one stuck around 60% longer than those using just 1-2.
I also tracked time between sessions, not just frequency. Users returning within 48 hours had way better retention than those waiting 5+ days, even with similar total sessions.
This video shows which satisfaction metrics actually drive business growth:
Surveys show feelings. Behavior data shows what happens next month.
Satisfaction scores can miss the mark. Look at how often users engage and how many support tickets they file.
Stop relying on satisfaction surveys. They don’t capture what users want or what makes them pay. Pay attention to payment velocity. Users who make a purchase or upgrade within the first 14 days have four times the retention compared to those who delay. Also, monitor support tickets closely. Users who encounter issues in weeks two to three and receive prompt help tend to stick around better. This shows they are engaged enough to resolve problems instead of simply leaving.
Surveys just capture how people feel in the moment - they don’t tell you what users actually do later.
I track real behavior instead: weekly engagement, task completion rates, stuff like that. Someone might rate your app highly but still delete it next week.
Track how often people actually use it. Happy users who rarely open your app will still leave.