Today’s question comes from Mark. I am trying to figure out how many users may be needed for our first round to validate the product and validate where needed. We are looking at getting feedback that would help improve our functionality for our customers. Most of our customers are signing up and leaving, but should I continue to try to get users or should I focus on getting feedback.
Do not put a pause on getting new users. If you are acquiring users for a low rate with strategies that are working, do not put a pause on it to review the data. Sometimes when you do that the cost per acquisition goes up and your pool of users becomes much more expensive or it just doesn’t work as well due to algorithm changes and other things out of your control.
We recommend having phone conversations with at least 20 real customers. What are the benefits of the app, what is working well for them, etc. Those are great pieces of feedback to get from those initial customers. Maybe one out of every twenty will talk to you about your product and provide good feedback.
Given what we’ve seen over time, you need about 200-500 active customers to have those 20 conversations. You don’t need these in order to scale to the next level but if I am going to try to improve my app then you need about 20 people for your sample size to make actionable steps to improving your application.
The customer is not always right. You don’t want the kind of feedback you would get from people who aren’t paying you to use your product. It can be good feedback, but you have to take it with a grain of salt. If 10 of 20 people tell you the same thing then it’s safe to say that you can think about using that for new development, but if it’s all over the place, then be sure you are careful when you prioritize these asks.
Dig down deep with your questions so that you eventually get to the real issue and they ‘why’ of their request and feedback. Finding out why a user is asking you for something is just as important as getting the feedback in the first place.Finding out why a user is asking you for something is just as important as getting the feedback in the first place. Click To Tweet
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