Monthly Active Users

What are Monthly Active Users?

Monthly Active Users (MAU) – also sometimes referred to as Monthly Tracked Users (MTU) – is the number of unique users interacting with a product in a given month. For example, users logging in to an app or performing a key action.

MAU is a key metric of our pricing model

MAU is a key metric of the pricing model of Refiner. We use MAU to determine how much data we are processing for each of our customers. 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 the MAU number calculated?

In a nutshell, MAU corresponds to the number of user profiles that we “see” on our end in a given 30 days time window for your account. These can be users that you track using our Web-Client or Mobile SDK, or users that clicked on an Email Survey or Survey Link.

Below we’ll go through each case individually and provide more details.

MAU calculation for In-Product Surveys

When running In-Product Surveys on Web & Mobile, you identify users when they are connected to your product. In this case, MAU corresponds to the number of unique users that interact with your product in a rolling 30 days time period

If you are sending user data to your Refiner environment from third party sources (e.g. Segment or Rudderstack), all tracked users profiles within a 30 days time period are count.

MAU calculation for Website Popup Surveys

In some cases, identifying users through the Web-Client is not practical or technically feasible. For example, when surveys are launched on a marketing website or when you have a huge number of users.

For those cases, our Web-Client can be operated in Anonymous Mode.

When you operate the Web-Client in Anonymous Mode, each user that sees as survey within a 30 days period counts as an Active User.

Unique users are recognized using a Browser Cookie to ensure counting them only once on multiple website visits.

MAU calculation for Email Surveys

All users that click on an embedded Email Survey within a 30 days time period are counted as Active Users.

If a user responds to multiple surveys within a 30 days time period, they are only count once. 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.

MAU calculation for Survey Links

All unique users that click on a Survey Link within a 30 days time period are counted as Active Users. One single user can respond to multiple surveys without being counted multiple times.

If a user responds multiple times to a survey within a 30 days time period, they are count only once. Unique users are recognized either with an identifier provided in the survey URL, or with a Browser Cookie.

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

Where can I see 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.

The same is true when you connect third party data sources, such as Segment or Rudderstack. All users profiles for which Refiner received data within the last 30 days count towards the MAU limit.

No limitation on survey responses

We are not using survey responses as a key metric because we want our customers to collect as many insights as possible. More customer feedback means more insights and learnings, which is why all our plans come with unlimited survey responses.

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