Understanding Why Apps Are Uninstalled

About Uninstall Feedback

When users remove an integrated app from their CRM, they have the option to share why they made that choice. This Uninstall Feedback feature provides anonymous, voluntary insights directly to app developers. Instead of just seeing that an uninstall occurred, developers can review aggregated reasons and comments to understand common issues, identify trends, and make informed improvements to their app's quality, pricing, and support.

How Users Provide Feedback

When a user initiates an app uninstall, a simple, optional prompt may appear before the action is finalized. This prompt is designed to be quick and unobtrusive.

• Users can select one or more predefined reasons for uninstalling.
• An optional text box is available for users to leave more detailed comments.
• Providing this feedback is entirely voluntary; users can proceed with the uninstall without selecting a reason or leaving a comment.
• All submitted feedback is anonymous to the app developer.

Viewing Feedback as a Developer

App developers can access all collected feedback through their developer dashboard to analyze user churn.

1. Log into the Developer Marketplace portal.
2. Select the specific app you wish to review.
3. Navigate to the Insights section.
4. Click on Uninstall feedback.

From this dashboard, you can see both high-level summaries and individual responses.

Response Summary

A breakdown panel shows the total number of responses for each uninstall reason, along with the percentage of total feedback each reason represents. This helps you quickly identify the most frequent drivers for users removing your app, such as cost, bugs, or missing features.

Detailed Responses

You can review each feedback submission individually. Each entry typically includes:

• The selected uninstall reason(s).
• Any written comment provided by the user.
• Contextual details like the user's account type, the app version they were using, and the date of submission.

Filtering Feedback

Use the available filters to focus your analysis on specific segments of data. You can filter feedback by:

• User Type (e.g., Agency vs. Standard Account).
• Time Period (e.g., last 30 days).
• App Version to see if issues are tied to a specific release.
• Responses With Comments to read only the submissions that include detailed written feedback.

Benefits of Reviewing Feedback

Analyzing this data allows you to transform uninstall events into actionable insights for your business, helping you:

• Identify and prioritize bug fixes or missing features.
• Evaluate if pricing is a common concern.
• Spot difficulties in the setup process or user experience.
• Gauge the quality of your support interactions.
• Measure the impact of new app versions on user retention.

Frequently Asked Questions

Is users' feedback required for uninstalling?

No. Providing a reason for uninstalling is completely optional. Users can remove the app without selecting any options or leaving a comment.

Is the feedback anonymous?

Yes. The uninstall process informs users that their feedback is submitted anonymously to the developer.

Where do I, as a developer, access this feedback?

You can view all uninstall feedback within the Insights section for your specific app in the Developer Marketplace portal. This feature is not available in the standard CRM admin area.