FeedbackWall
SaaS Strategy

SaaS Mobile App
Feedback

Subscription apps live or die by retention. Here's how to use feedback to keep users subscribed.

See the strategy ↓

Quick Answer

SaaS apps need feedback at every stage of the customer lifecycle. Trial users tell you about activation friction. Active subscribers reveal what keeps them paying. Churned users explain why they left. FeedbackWall lets you survey each segment at the right moment.

Why it matters

SaaS feedback is different

Recurring revenue

Every unhappy user is monthly revenue at risk. One piece of feedback that prevents a cancellation pays for itself many times over.

Long relationships

SaaS users stay for months or years. That's time to build a feedback relationship and iterate based on their input.

Feature expectations

Paying users expect the product to improve. Regular feedback shows you're listening and helps prioritize what to build.

Customer lifecycle

Feedback at every stage

Trial

Trial users

Users exploring if your app is worth paying for. They're evaluating, comparing, and deciding.

Ask about:
  • What made them try your app
  • What's unclear or confusing
  • What would make them subscribe
FeedbackWall.showIfAvailable(trigger: "trial_day_3")
New

New subscribers

Users who just converted. High engagement, high expectations. Critical to get the experience right.

Ask about:
  • What convinced them to subscribe
  • First impressions of premium features
  • Anything missing they expected
FeedbackWall.showIfAvailable(trigger: "subscription_week_1")
Active

Established subscribers

Your core users. They've been paying for months. They know the product deeply and have informed opinions.

Ask about:
  • What features they use most
  • What they wish was better
  • What would make them recommend you
FeedbackWall.showIfAvailable(trigger: "quarterly_check_in")
At-Risk

Declining engagement

Users showing churn signals: less usage, skipping features, not opening the app. Intervene before they cancel.

Ask about:
  • What's changed in their usage
  • What would bring them back
  • If something specific disappointed them
FeedbackWall.showIfAvailable(trigger: "engagement_drop")
Key metrics

What to track alongside feedback

Trial → Paid

What % of trial users convert? Feedback reveals friction points in the conversion funnel.

Monthly Churn

What % cancel each month? Exit surveys explain why and help you fix root causes.

Feature Adoption

Are premium features being used? Low adoption might mean poor discovery or low value.

Satisfaction Trend

Is average feedback rating improving? Track over time to measure product health.

Implementation

Setting up with FeedbackWall

1

Pass subscription status

Include plan type and tenure in user traits so you can segment feedback:

FeedbackWall.identify(
    userId: user.id,
    traits: [
        "plan": user.subscriptionPlan,      // "trial", "monthly", "annual"
        "subscriber_since": user.startDate,
        "mrr": user.monthlyValue
    ]
)
2

Create segment-specific surveys

In the FeedbackWall dashboard, create different surveys for trial users vs. long-term subscribers. Different questions for different needs.

3

Trigger at key moments

Survey trial users mid-trial, new subscribers after their first week, and active users quarterly:

// Mid-trial check-in
if user.isTrialing && user.trialDay == 3 {
    FeedbackWall.showIfAvailable(trigger: "trial_check_in")
}

// Post-conversion feedback
if user.justSubscribed {
    FeedbackWall.showIfAvailable(trigger: "new_subscriber")
}
Best practices

SaaS feedback tips

Don't survey right before renewal

Asking for feedback days before billing feels like you're trying to prevent cancellation. Survey earlier in the cycle.

Act visibly on feedback

When you ship something users requested, tell them. "You asked, we built" emails build loyalty and encourage more feedback.

Segment by plan tier

Free tier users have different needs than enterprise customers. Survey them separately and prioritize accordingly.

Follow up on negative feedback

When someone rates you low, reach out personally. Often you can resolve their issue and save the account.

FAQ

Common questions

How often should I survey subscribers?

Quarterly for general feedback. Ad-hoc after major interactions like feature releases or support tickets.

Should I survey churned users?

Yes, but in-app is too late. Use email exit surveys. Ask why they left and what would bring them back.

What about free tier users?

Survey sparingly. Focus on what would make them upgrade and what's stopping them.

How do I handle feature requests?

Collect them, categorize by frequency, and weigh by user value (MRR). Not all requests are equal.

Reduce churn with better feedback

FeedbackWall helps SaaS apps collect the right feedback at the right time.

Start free trial →

14-day free trial. Native iOS SDK.