How do you learn why someone stopped using your product?
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I’m trying to understand what makes someone try a SaaS product and then stop using it after a few days.
Analytics can show where people drop off, but it doesn’t always explain why. I think a short conversation with those users could help, though I’m not sure what to ask without leading them toward an answer.
If you’ve spoken to users who stopped using your product, what question helped you get an honest answer? And what did you learn from it?
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Asking about the last time they got real work done, rather than why they left, worked best for me. 'What were you trying to get done when you signed up, and what did you use instead?' keeps people describing a concrete situation instead of defending a choice. The answer is often a missing step in setup, not a missing feature.