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Analyzing the Reasons for the User’s Inactivity

The client has purchased a subscription to your software but stays inactive? Or your subscription has expired, and you are trying to find out what caused the user’s inactivity?

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The reasons for users’ inactivity could be directly related to the low rating of your program/product; they could also be completely independent, such as the customer’s extended vacation.

Why Didn’t the Client Use Your Services?

No analytical tool will give us a more accurate answer in such a situation than the user himself. If we have his contact details and consent to their use for marketing purposes, we can try to contact you by phone or email. Otherwise, an effective way to obtain information may be to set up a survey that will appear on the screen of the user’s monitor or smartphone when he is active again.

Study of the Causes of User Inactivity – Template Example:

The question in this study is short and uncomplicated. Let’s ask a user who is active again after a long period of downtime: Why have you not recently used our product or service? It is an open question. The user, if they answer honestly, will give you access to valuable feedback. Analyse each answer, and verify if you can take corrective steps.

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We use Startquestion surveys to collect satisfaction metrics such as Net Promoter Score, measure our processes’ ease of use, and conduct UX research. The collected data allows us to set priorities for changes. At this point, it fully meets our needs, and what’s more – we are trying out more advanced applications, such as an integration with the transaction system. We recommend Startquestion as a user-friendly and flexible tool.

osoba

Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland

Startquestion allows us to take better care of the high level of service for our entire network. We use it to research our products, brand image, and service. The results help us to improve the quality of customer service because we know that the success of our business depends mainly on the people. This software allows us to easily verify both what customers think about our product and how they find out about us.

Ewa Minda-Korczak

Marketing Manager of Telepizza Poland

Among the possibilities the Startquestion software offers, we appreciate the most easily creating conditional questions, placing surveys in the company domain, and adjusting the layout to our specific needs. The possibility to create subaccounts that allow more experts to work with the tool and view research results simultaneously makes our research much easier.

osoba

Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland