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RazorPay uses in-app surveys to understand drop-off reasons

By asking a relevant question in-the-moment, RazorPay can work towards reducing drop-offs

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When a user tries to cancel their payment, RazorPay asks a question in-the-moment to understand why users are dropping off from this crucial step.

Why this works

Most email surveys sent via Typeform and the like get less than 5% response rates because they introduce too much friction for the user.

When surveys are asked within the app, at the right time, you can expect upwards of 30% response rates. Such in-app surveys work because:

  1. The question is contextual to the user's action
  2. It is delivered to him within the app itself where it's extremely easy to fill out
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