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Uninstall Survey

When a user decides to uninstall your app, it represents a critical learning opportunity. An effective uninstall survey allows you to capture honest, actionable feedback during the user's final interaction with your product. Understanding the why behind the churn, whether it's due to technical bugs, performance issues, confusing UI, or unmet expectations, empowers your team to make targeted improvements, reduce future churn, and build a better product. Users uninstalling your app are highly motivated to finish the uninstallation quickly so the survey must be brief, frictionless, and highly relevant.

To seamlessly trigger an uninstall window and embed your survey within your Overwolf app, see uninstall_window object.

Best practices​

Use the following guidelines to achieve an effective uninstall survey:

  • The 15-30 second golden window—you have a very brief timeframe before the user completes the uninstall process.Limit the survey to a maximum of 3-5 questions.
  • Minimize friction—rely primarily on multiple-choice questions to prevent overcomplication and reduce the effort required to answer.
  • Open-ended exit—reserve the final question for an open-ended text box for general feedback.
  • Adjust terminology—make sure to adjust the terminology to best reflect your specific software and offering.
  • Communicate Purpose—let users know that their input directly shapes future updates, and that you review responses to create a better user experience.
  • Provide alternatives—remind users of alternative solutions, such as checking forums for patch-related issues.

Example questions​

Use the questions in the following sections to build your app's uninstall survey. To get the best results, limit your survey to 3-5 questions, prioritize multiple-choice options, and restrict open-ended questions to just one or two. The user's time is highly limited, so it is best to focus on one or two core areas that are crucial to your current product goals. Finally, keep in mind that the uninstall survey is a dynamic tool, you can update it periodically to cover new areas, features, and topics as your app evolves.

Primary reason for uninstalling​

  • I am just reinstalling the app, or I will reinstall it later.
  • I experienced technical issues, such as crashes, bugs, or the app failing to open.
  • The app caused performance issues, or the performance impact was too big.
  • I didn't see a noticeable performance improvement, or the app wasn't useful for me.
  • The app was confusing or difficult to use.
  • The app is missing features that I want or need.
  • I am switching to a different optimization tool or found a better alternative.
  • I do not play any of the supported games anymore.
  • The adverts were annoying me.
  • I was struggling to get the app working properly.
  • I am afraid I'll get banned for using the app.
  • I liked the app, I just don't want to use Overwolf.
  • I no longer need it for my gaming experience.

Technical and performance deep-dive​

  • Did you experience any technical issues, such as bugs, crashes, or loading delays?
  • The app made no difference to my performance.
  • My game's performance got worse.
  • My PC felt slower in general.
  • I experienced system crashes or Blue Screens.
  • The app did not find my games.
  • My internet connection got worse.
  • Other applications started having issues.
  • Which Optimization or preset gave you issues, and what happened after activating them?

Product utility and onboarding​

  • What improvement were you hoping for (e.g., higher average FPS, lower system latency, better Windows performance)?
  • Which game were you primarily trying to optimize?
  • Where did you download the game from (e.g., Steam, Epic Games Store, GOG)?
  • Did you encounter any unclear steps or challenges during the initial setup and onboarding?
  • Were there any features you needed but couldn't find?
  • Which features did not meet your expectations?

Pricing and value (If Applicable)​

  • Did you feel our pricing reflected the value you received?
  • Were our pricing plans and billing details easy to understand?

Overall experience and final thoughts​

  • On a scale of 1-10, how would you rate your overall experience with the software?
  • What is one specific thing we could do to improve the product experience?
  • If you could change one thing about the app, what would it be?
  • Would you consider returning or trying the app again if your issues were resolved or we made certain improvements?
  • Is there anything else you'd like to share with us before you go?
  • We might need more info from your feedback, if you're happy to be contacted via email, please provide it below.
  • If you need to provide images or app logs, you can also provide feedback here.