How to learn from customers who stop using your money app
By SendPay Business · · 2 min read
Some customers will stop using your money app. That is normal, but each one can teach you something. Knowing why people leave is often the fastest way to keep more of the ones who stay.
Notice when people go quiet
Keep an eye on customers who used the app regularly and then stopped. The sooner you notice, the easier it is to help.
Ask one kind question
Send a short, friendly message asking what you could have done better. Keep it to one question and make it easy to reply.
Look for patterns
Common reasons include:
- Fees that felt higher than expected.
- A problem that was not fixed quickly.
- A missing feature they needed.
- They simply did not need it any more.
Fix what you can
If several people give the same reason, fix that first, then tell past customers what changed.
Leave the door open
Thank people for trying your app and make it easy to come back. Many will return when their needs change.
Build it
Create your own financial platform.
Pick a template, name it, brand it, preview every page before you pay. Your brand, your users, your fees.
Build my platform →Questions people ask
How do I keep people using the app?
The guide on keeping users covers habits that bring people back.
Keep users coming back →How do I use feedback well?
The feedback guide covers turning what customers say into improvements.
Use customer feedback →Can I call it a bank?
In most countries "bank" is a protected word you can only use with a banking licence. Call it an account, a wallet, an app or a platform. The accounts and payments behind a SendPay Business platform are powered by licensed partners.
Is there a step-by-step plan I can follow?
Yes. The free launch checklist takes you from picking your people and naming your app to setting fees, going live and winning your first ten customers.
Digital bank app launch checklist →How do I start?
Pick a template, name it and preview every page before you pay. Your platform can be live on your own domain within 24 hours of confirmation.
Build my platform →Read next
This guide is general information, not legal or financial advice. SendPay Business is a technology company, not a bank, and does not take deposits; regulated services on the platforms are provided by licensed partners. PayPal, Patreon and Substack are named as reference points only and are not affiliated with SendPay Business.