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.