Uninstall reasons
Uninstall Reasons helps you understand exactly why merchants leave your app, transforming every uninstall into an opportunity to improve retention. Instead of guessing what drives churn, you’ll see clear patterns that can shape your product roadmap, support strategy, and customer success initiatives.
What makes this data different
Knowing a customer left isn’t the same as understanding why they left. While basic analytics tell you when merchants uninstall, Mantle connects their departure reasons to their entire customer journey. Want to know if high-value customers leave for different reasons than others? Curious whether certain issues pop up early in the customer lifecycle or only after extended use? These insights are all at your fingertips.
View components
Clear feedback at a glance
Every uninstall tells a story. The main view shows you:
- When the merchant uninstalled
- Which plan they were using
- Their stated reason for leaving
- How long they used your app
- Whether they were on a trial or paid subscription
- Their customer lifetime value
The visual distinction between trial and subscription churn (marked in yellow and red respectively) helps you quickly spot patterns in when customers decide to leave.
Rich context through standardized reasons
When merchants uninstall, they can select a standardized reason and provide detailed feedback. Mantle automatically translates all feedback to English, making it easy to spot common themes across your global customer base. This combination of structured and unstructured feedback gives you both high-level patterns and nuanced understanding.
Powerful filtering
Sometimes you need to focus on specific patterns or investigate particular concerns. Smart filtering lets you zero in on:
- Recent uninstalls or historical patterns
- Specific customer segments
- Particular usage durations
- Trial vs paid subscription departures
- Basic vs detailed feedback
Making insights actionable
Daily monitoring
Keep your finger on the pulse of customer sentiment by watching for:
- Sudden increases in specific uninstall reasons that might indicate bugs or issues
- Early-lifecycle departures that suggest onboarding challenges
- Feedback from high-value customers that deserves immediate attention
Pattern recognition
Combine uninstall reasons with other customer data to spot valuable patterns. Does a certain type of customer consistently cite missing features? Are there common threads in feedback from your longest-retained customers who finally leave? Understanding these patterns helps you get ahead of potential issues with similar customers still using your app.
Deep investigation
When you spot concerning trends in other reports, uninstall reasons add crucial context. Maybe your churn rate spiked last month - diving into the reasons behind those departures helps you understand if it’s a temporary blip or a signal that needs attention.
Beyond basic reporting
Customer insights integration
Uninstall reasons become even more powerful when combined with Mantle’s Customer Insights. Build segments based on specific feedback patterns, analyze how reasons correlate with customer lifetime value, or identify at-risk customers based on similarities to those who’ve already left.
Proactive retention
Don’t wait for customers to leave to learn from uninstall reasons. Use patterns you spot to:
- Improve onboarding by addressing common early-departure reasons
- Guide product development based on frequently requested features
- Enhance support strategies when you see support-related feedback
- Adjust pricing or packaging when cost concerns emerge as a pattern
Remember: every piece of feedback is an opportunity to make your app more valuable to current and future customers. Whether you’re doing daily issue monitoring or monthly deep-dives into customer patterns, uninstall reasons help you turn customer departures into actionable insights for growth.
Need help making the most of your uninstall data? Our team is here to help you spot patterns and build effective retention strategies.