Don’t just talk to your customers. Know how they feel.

by Richard

One of the best parts of Retained is what we call Sentiments. It’s awesome to give your customers great support when they ask you questions, but you should be talking to them before they ever talk to you, because customers usually only come to you for support when something is seriously broken or confusing. And sometimes, they don’t come to you at all, and they just cancel their account instead.

With Sentiments, your customers are asked how they feel about your app from time to time, and they can pick how they feel and optionally provide a reason why they feel that way. This is a very powerful way to see cancellations coming before they ever happen, so you can reach out to customers before they ever get frustrated enough to leave.

To your customers, they look like this:

Retained Sentiments


And inside of Retained, you get an overall view on your dashboard, like this, which you can use to drill down into individual customers and see why they feel the way that they do.




Something that we didn’t realize before we put this feature into production was that our users would use the opportunity to let us know about issues that they were having, but didn’t feel was worth opening a support request for. We’ve already been getting great comments about things that people are having issues with, things that we should add, and things that they like. The thing is: we have support links on the top of every page of our apps. Our customers could have told us any of this at any time, but they didn’t until we asked them.

So, take some time and ask your users how they feel about your app (or specific features of your app) on a regular basis. You just might be surprised at the conversations and insight that comes out of it.




Kill your churn. Keep more of your customers. Get an invite to Retained.

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