Ok, so i have a little SaaS product with 164 customers currently. However, 28 of them(17%), don't use the app at all. The price is $9/month. What are your numbers? Is that good/bad/normal?
Also i'm thinking if i should mail them or not. I think it would be nice thing to do but on the other hand i kinda don't want to of course..
I could ask them why aren't they using it so i would get some insight out of it but i have plenty of other feedback so that isn't so necessary for me now. What would you do?
Better to get some good feedback from a group of people and build some loyal customers in the process. Yes, some will be reminded to cancel, and you will get some churn. But at your low price point, the value of the feedback from the group you keep will eclipse the few hundred lost dollars from those who cancel.