Case Study: Mention achieves a 50% reduction in churn and a 250% increase in upgrades with Retently

How Mention Hacked NPS to Boost Customer Satisfaction

Mention, the media‑monitoring platform, faced a lack of visibility into customer sentiment—unable to tell why free‑trial users didn’t upgrade or why new users churned—and needed a scalable way to capture qualitative feedback. To automate NPS collection and close feedback loops across the customer journey, Mention adopted an NPS automation approach and ultimately used Retently’s customizable NPS survey platform.

Retently powered an automated NPS workflow that fed survey responses into Intercom, Segment, Customer.io and helpdesk tools, enabling targeted actions (discounts for promoters, trial extensions for passives, personal follow‑ups for detractors) and in‑app/email cadence to boost response rates. The Retently‑enabled setup drove a ~3.5x increase in upgrades (about a 250% boost) and reduced churn by roughly 50%, with strong engagement on outreach (e.g., 77% open and 33% reply rates on detractor emails).

Mention