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 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:
Last 30 days
Last 90 days
This month to date
Year to date
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
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
Reason: You can filter the information according to the reason provided during the churn.
It could be any one of these:
App is expensive
We are moving to another cloud platform
I found a better alternative for this app
The app did not meet my expectations
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