Monthly Active Users

What are Monthly Active Users?

Monthly Active Users (MAU) is a key metric of our pricing model at Refiner. All our pricing plans (Essentials, Growth & Enterprise) use MAU as a variable metric, allowing us to offer highly flexible pricing that adapts to your needs.

How is MAU calculated?

MAU is the number of user profiles for which we track any meaningful data in a given 30 days time window.

For most of our customers, the MAU number corresponds to the number of users that logged in to their app in the last 30 days.

If any of the following is true for a user, they’ll be counted as “Active” :

  • They respond to a survey
  • You identified them using our Web-Client, Mobile SDKs or APIs
  • You tracked an event for them using our Web-Client, Mobile SDKs or APIs

Less important events, such as “Saw Survey” or “Dismissed Survey”, are not taking into account when flagging a user as “Active”.

Examples

You are running In-Product Surveys

When you are using our In-Product Surveys for Web or Mobile, you identify users when they are connected to your product. In this setup, MAU corresponds to the number of unique users that are using your product in a rolling 30 days time period

You are running Website Popup Survey

When you install our Web-Client on a public website to launch Website Popup Surveys, we’ll count users that respond to one or multiple surveys within a rolling 30 days time window.

In this scenario, we count Pageviews (see below) as a secondary metric for your subscription. Usually, Pageviews are not a limiting factor, but they might determine which pricing plan you need if you have a high traffic website.

You are running Email Surveys campaigns

All users that responded to at least one Email Survey within a 30 days time period are counted as Active Users.

Unique users are recognized using their email address or another unique identifier to prevent counting them multiple times.

If you run one single survey, the MAU number usually corresponds to the number of survey responses you are collecting.

Your are using our Survey Links

All users that respond to a Survey Link within a 30 days time period are counted as Active Users.

Unique users are recognized either with an identifier provided in the survey URL, or with a Browser Cookie. One single user can respond to multiple surveys without being counted multiple times.

Simple page visits your Survey Links receive are not counted.

If you have only one single Survey Link, the MAU number usually corresponds to the number of survey responses you are collecting.

You are importing user data from Segment or Rudderstack

If you are sending user data to your Refiner environment from third party sources (e.g. Segment or Rudderstack), all users for which we receive data within a 30 days time period are counted.

Where can I find my current MAU number?

You can find your current MAU number by navigating to MY ACCOUNT > SUBSCRIPTION. In the top section of the page, you’ll find the current MAU number. Clicking on the number will reveal additional usage information.

Are there any other limitations?

No limitation on survey responses

There is no limitation on the amount of survey responses you can collect. More customer feedback means more insights and learnings. This is why all our paid plans come with unlimited survey responses. We apply a fair usage policy and preserve the right to restrict your account in case of abuse.

Limited Pageviews for high traffic websites

When you install our web-client on a public website to survey anonymous website traffic, we keep track of the number of Pageviews your website gets.

Usually, Pageviews are not a limiting factor, but they might determine which pricing plan you need if you have a high traffic website. All pricing plans include 20 times the MAU in Pageviews (5k MAU plan includes 100k Pageviews, 10k MAU plan 200k Pageviews, …).

This limitation only applies when you install our web-client on your website. You don’t need to worry about Pageviews if you are using our In-Product Surveys, Email Surveys or Survey Links.

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