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I have a pretty high churn rate, so I've recently been rolling new features to try to stay afloat. User feedback is positive, but the usage stats aren't. Any i

I have a pretty high churn rate, so I've recently been rolling new features to try to stay afloat. User feedback is positive, but the usage stats aren't. Any insight as to what I could be doing wrong?

thejerz 14y ago
What kind of specific feedback are you getting? And what do your usage stats specifically look like?
- fchollet 14y ago
  Usage: I have a very restricted core of regular users. Most new users quit after a few days or a week (I suppose the app did not deliver on the reason why they joined the website in the first place?). When contacted, these users basically never reply. Paid users also never reply when contacted for feedback. The spontaneous feedback I'm getting is positive but unhelpful, in the lines of "this site is great, love the concept", etc. Any idea? What's your first impression?
  - aaronbrethorst 14y ago
    First impression: I'm intrigued by the practice engine thing, but I really don't know what I'm looking at.
  - m_eiman 14y ago
    My first impression: "why are there so many naked girls?" IMHO it would be better to show the Latest tab rather than the Top Rated, it's less intimidating to see random pictures than only the "best". It's easy to see the stuff of more experienced users and think that I'd be out of my league, instead of "hey, people like me - let's learn together". It'd also make the front page more dynamic, different content every visit.
  - StavrosK 14y ago
    I'm in a similar position to you, I'm bootstrapping an analytics service and need feedback. I'd be happy to give you a free account and help you with your analytics so you can figure out what's wrong with your churn. Send me an email, if you like, the service is http://www.instahero.com http://www.instahero.com.
    - fchollet 14y ago
      Email sent : )
shubber 14y ago
Consider reaching out to a new in-person group of users. Bring the site to them, show it off, and ask what they think. Local uni art program, maybe?
PedroCandeias 14y ago
Like you said, user feedback is one thing and usage stats quite another. I learned from threddie (so far my only SaaS which got any traction) that feedback should be taken with a Gibraltar-sized grain of salt. Often, people tell you your app is great out of sympathy or because they hope to gain something from you. Don't disregard feedback, but focus on your metrics. I'm curious about your metrics strategy. Are you keeping track of ALL meaningful user actions with a tool like mixpanel, or simply relying on google analytics? A good metrics tracking strategy can be quite revealing. By the way, kudos for the project and for posting it.

thejerz 14y ago

What kind of specific feedback are you getting? And what do your usage stats specifically look like?

fchollet 14y ago
Usage: I have a very restricted core of regular users. Most new users quit after a few days or a week (I suppose the app did not deliver on the reason why they joined the website in the first place?). When contacted, these users basically never reply. Paid users also never reply when contacted for feedback. The spontaneous feedback I'm getting is positive but unhelpful, in the lines of "this site is great, love the concept", etc. Any idea? What's your first impression?
- aaronbrethorst 14y ago
  First impression: I'm intrigued by the practice engine thing, but I really don't know what I'm looking at.
- m_eiman 14y ago
  My first impression: "why are there so many naked girls?" IMHO it would be better to show the Latest tab rather than the Top Rated, it's less intimidating to see random pictures than only the "best". It's easy to see the stuff of more experienced users and think that I'd be out of my league, instead of "hey, people like me - let's learn together". It'd also make the front page more dynamic, different content every visit.
- StavrosK 14y ago
  I'm in a similar position to you, I'm bootstrapping an analytics service and need feedback. I'd be happy to give you a free account and help you with your analytics so you can figure out what's wrong with your churn. Send me an email, if you like, the service is http://www.instahero.com http://www.instahero.com.
  - fchollet 14y ago
    Email sent : )

shubber 14y ago

Consider reaching out to a new in-person group of users. Bring the site to them, show it off, and ask what they think. Local uni art program, maybe?

PedroCandeias 14y ago

Like you said, user feedback is one thing and usage stats quite another. I learned from threddie (so far my only SaaS which got any traction) that feedback should be taken with a Gibraltar-sized grain of salt. Often, people tell you your app is great out of sympathy or because they hope to gain something from you. Don't disregard feedback, but focus on your metrics. I'm curious about your metrics strategy. Are you keeping track of ALL meaningful user actions with a tool like mixpanel, or simply relying on google analytics? A good metrics tracking strategy can be quite revealing. By the way, kudos for the project and for posting it.