Conduct exit interviews/surveys to reduce SaaS churn
Don’t let customers walk away just like that. Get feedback via surveys and interviews, and use it for improvement. Understanding more about users who leave will help you improve the retention rate of the existing customers.
Groove switched from exit surveys to exit interviews which increased the response rate by 785%.
Papercut has 4-items in its exit survey that lets them understand why a particular user is leaving them.
SketchUp has a 3-item exist questionnaire that it sends to users who uninstall the app. Short and accurate.
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