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Case Study: Mixpanel lifts retention 4% and triples NPS guiding users through change with Chameleon

Mixpanel Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Mixpanel
Industry
Product Analytics Software
Challenge
Guiding users through frequent product changes
Headline result
3x NPS and 4% higher retention

Key results

4%
Increase in customer retention
Over one year
3x
Increase in Net Promoter Score
Over 16 months
258%
Increase in daily views to an updated feature
From a single tour
56%
Average product-tour completion rate
Previously ~10% with WalkMe

The challenge

Mixpanel frequently changes its product, which can frustrate existing users. Its previous tool, WalkMe, delivered low tour completion, around 10%.

The solution

Mixpanel adopted Chameleon Tours, Tooltips, Modals and NPS Microsurveys, integrated with Mixpanel for cohort targeting and A/B testing, and added Loom videos to tours.

“With Chameleon, we can guide existing customers through updates and keep them happy, it's an essential tool for us.”

VH
Vlado Hruda
Staff Product Manager, Mixpanel

The results, in context

Over one year Mixpanel reported a 4% increase in customer retention and, over 16 months, a 3x increase in NPS. A single tour drove a 258% increase in daily views to an updated feature, and average tour completion reached 56%, up from about 10% with WalkMe.

Products used

Chameleon ToursChameleon TooltipsChameleon ModalsChameleon NPS Microsurveys