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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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After receiving recommendations, we tried Webankieta, which proved to be an easy and flexible tool to use. We appreciate the professionalism and quick response of the support department, as well as their patience. Webankieta is useful in many contexts and more and more people and entire departments are actively using it.


Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Polska

Startquestion allowed us to guarantee the anonymity of the survey to our employees. The ability to automatically send reminders to complete the study helped us collect the results – without them, we would certainly not have achieved such a high response rate.


Sebastian Srebnicki

Project Manager at Innogy

The key to the Voice of Customer project’s success is integrating the client’s internal systems with the online research software. The first experience with the system was so encouraging that Medicover Poland decided to transfer all the conducted research to the Startquestion platform.


Beata Dąbrowska

Coordinator of Market Research and Analysis at Medicover Poland