Feedback on Update to app unistall reasons

Shopify App Store
1

Hi all,

I saw the recent changelog entry about updates to app uninstall reasons and I wanted to provide some feedback.

One of the uninstall reasons that I have always found to be too ambiguous is the “Not satisfied with app features or support” reason. To me, a merchant being unsatisfied with app features is distinctly different to a merchant being unsatisfied with app support.

Having both of these reasons grouped together makes it very hard for app developers to know if a merchant is unsubscribing because they are not happy with the features of the app, or if we have let them down in support.

It would be very helpful if these could be separated into two separate options for merchants to choose from.

Thank you so much :slight_smile:

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Totally agree with Adam. As an app owner this is confusing.

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Great suggestion. As an app dev I definitely prefer to have separate reasons. It would be much easier to understand what exactly should be improved.

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Agree! Kind of the same for “Expensive or unexpected cost” - I mean is it expensive or unexpected (ie. usage charges that was not clear).

I hate when I get that cause I have 1 plan only and no usage charges. I mean how unexpected can the charge be? :roll_eyes:

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Agree with Adam! It would be better to be separate reasons

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@adamwooding Thanks for sharing your feedback on this. Our team is looking into it :slight_smile: What do you think of these revised reasons? Note that the merchant also has the option to enter their own reason.

  • Testing multiple apps

  • Store is closing or pausing

  • Not using app now

  • Not satisfied with app features

  • Not satisfied with support

  • Too expensive

  • Not working properly with store

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Maybe this doesn’t fit the context of updating reasons, but IMO it would be great if merchants were required to actually select a reason. So long as it’s optional, revamping the reasons make no difference to how actionable this feedback is - whether the reasons are broken down into multiple or not.

The ecosystem should have a strong feedback loop between partners & merchants, and the core of it is knowing why someone decided to not use an app anymore.

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Can we also clarify, “not satisfied with customer support”. I think sometimes people mistakenly pick that option because they think it means “not satisfied with the features supported by the app”. (I guess with these revised options, it should be clear since there’s already an option for “not satisfied with app features”, but it doesn’t hurt to use unambiguous language).

Also, an option for something along the lines of “I didn’t understand how to use it / too complicated / lack of documentation” could be useful feedback.

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Update on this - we’ve separated “support” and “features” as different uninstall reasons and have made uninstall reasons mandatory.

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Hi @Liam-Shopify , @Michelle_Shi and everyone who provided feedback, thank you so much for listening to this feedback and making those changes so quickly. It’s extremely helpful for app developers and this will make a huge impact on understanding uninstall reasons. Thank you so much :folded_hands:t5:

1 Like