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High NPS but user engagement dropping off from 50% to ~15%: what to do next? - Printable Version

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High NPS but user engagement dropping off from 50% to ~15%: what to do next? - Albert - 06-29-2021

High NPS but user engagement dropping off from 50% to ~15%: what to do next?

I am building a consumer social app. After running a couple of NPS surveys, we're sitting at around ~70. That being said, our week 0 vs week 4 user engagement % (defined as % of users who performed an "engagement" activity) is dropping from 50% to high 15%.

The app has only launched for 2 months, the first of which was more of a beta period (and which I don't have analytics data for), so I can't quite come up with month-by-month metrics.

What exactly does this mean when user engagement is on the downtrend, but NPS is relatively high? Does this mean there are a small % of diehard users, but not enough to keep most of the users engaged? Are the engagement metrics meaningful on a week by week basis even? I'm not sure how exactly to interpret these metrics and if I'm on the right path (there's no clear trend in user engagement by cohorts).

submitted by /u/teamtopspin-richard
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