Case Study: Large Feedback Solution Provider improves retention with InnerTrends

Key insights into customer retention discovered with InnerTrends

A large feedback solution provider for SaaS businesses wanted to understand the connection between customer NPS scores, product usage, and client retention for its own platform. The challenge was to determine the true drivers of retention and customer advocacy beyond the standard NPS metric.

The vendor, InnerTrends, implemented its product analytics tool to provide pre-built reports and analyze user behavior. The solution revealed that high engagement and advanced feature usage were the primary drivers of retention, not the NPS score itself, as both promoters and detractors showed a 94% retention rate. Crucially, InnerTrends identified that accounts with faster onboarding and higher feature usage were significantly more likely to engage with the platform, providing the client with clear areas to optimize for growth.