Enhancing Brand Trust through Exit Reviews

What You’re Seeing ‎Exit reviews—from users considering alternatives and those who’ve already switched to competitors. These are the responses most companies get wrong (or ignore entirely).

Why This Matters ‎‎Exit reviews are read more than any other type. Potential customers specifically seek them out to understand why users leave. How you respond here directly impacts download decisions.

Try too hard to win them back? You look desperate and out of touch. Ignore them? You look indifferent. Get defensive? You confirm their complaints. But respond with genuine respect and professionalism? You show potential customers that you’re a company with integrity—even when there’s nothing in it for you.

These responses aren’t about saving the relationship with the person who left. They’re about the impression you make on everyone else reading.

The Result ‎Exit reviews that actually strengthen your brand instead of damaging it. Future customers see how you handle criticism when nobody’s forcing you to respond—and that builds trust. Some departing users even return months later because they remember being treated with respect.