Feedback details

Whenever a customer churns an app (unsubscribes, uninstalls or disables), they provide feedback on the reason why they are churning.

The Feedback details report helps you view all the details related to the feedback that a customer provides while churning. This information is available across all hosting types for either all your apps or specific ones.

You can customise the dates and filter the feedback.

Filters

Filters offer different kinds of customizations.

• Date range: This filter provides multiple iterations to customize the dates. All the dates displayed are in UTC. These are your options:
  • All dates
  • Last 30 days
  • Last 90 days
  • This month to date
  • Last month
  • Year to date
  • Last year
  • Custom
• Search: You can search for a particular license ID, entitlement number, or app name in the search bar.
  • License ID: The unique identifier generated for licenses for server and Data Center apps.
  • Entitlement number: The unique identifier generated for licenses for cloud apps.
  • App name: The name of the app that was churned.
• Apps: You can view the information for all your apps together or customize it for specific apps.
• Hosting: You can view the information for cloud, server and Data Center separately.

Clicking on More filters offers additional customizations.

• Action: You can filter the information depending on the action taken by the customer.
  • Uninstall: When a customer uninstalls an app, it is removed from their instance and all their data is lost.
  • Unsubscribe: When a customer unsubscribes to a cloud app, the license gets cancelled and the payment is stopped. However, all the data on that particular instance for that app is retained.
  • Disable: When a customer disables an app for server and Data Center, the license gets cancelled and the payment is stopped. However, all the data on that particular instance for that app is retained.
• Author: You can filter the information to see whether the feedback was anonymous or known.
  • Anonymous: If the customer does not disclose their identity while providing feedback, it is categorized as anonymous.
  • Known: If the customer discloses their identity while providing feedback, it is categorized as known.
• Reason: You can filter the information according to the reason provided during the churn. It could be any one of these:
  • App functionality
  • App is expensive
  • We are moving to another cloud platform
  • I found a better alternative for this app
  • Customer support
  • The app did not meet my expectations
  • App design
  • Other

Table

The table provides you details about the date on which the feedback was provided, the license ID or entitlement number, the name of the app and its version, along with the action taken and the reason given. The table depicts the feedback details based on the filters selected.

Clicking on the line item gives further information about the contact details of the customer, the hosting type of the app, the parent product, and any additional message, if provided.

For information about other terms used in the reports, check out the glossary.