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You can't reverse the trend if you don't know why exactly it's happening. First talk to those who are cancelling to find out why. For e.g. add a mandatory fiel
by karterk 10y ago
You can't reverse the trend if you don't know why exactly it's happening.
First talk to those who are cancelling to find out why. For e.g. add a mandatory field on the cancellation form that asks them to describe why they are quitting you service.
- brudgers 10y agoI'd say personal contact rather than a mandatory field will garner more helpful responses...since my response to a mandatory field might be "because you disrepsect my time with things like this here mandatory field" even though I'd already decided to drop the service for other reasons.
- saluki 10y agoYeah, no one likes a mandatory field on cancellation. However, in my experience the mandatory field gets useful feedback about 90% of the time and the other 10% are just people entering something to complete their cancellation. Definitely worth trying to get feedback as users cancel. You could make it mandatory till you get a handle on what's gone wrong then leave it in place as an optional field once things settle down.
- brudgers 10y agoEven better would be listening to existing customers and take steps to increase retention. Collecting data after cancellation requires allowing "the bad thing" to happen.
- saluki 10y agoDouble True, definitely need to listen (and watch) existing users to keep increasing the value your app provides to keep them happy. A page out of patio11's playbook is tracking users that visit your cancellation page but don't cancel so you can connect with them right away to try to avoid 'the bad thing'.
- hnTerebi 10y agoI'll send out 2 emails. 1] Cancelled users asking why they did. 2] Email existing users and ask "how are they going" and if they need help.