Author survey key results - Item Support

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1. Almost all authors are providing support & support all of their items 99% 98% 99% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Do you provide support to buyers of your items? ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors 92% 97% 95% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Do you provide support for all of your items? (of authors who provide support) ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors No of Authors from ThemeForest = 548 No of Authors from CodeCanyon = 348 No of Authors from ThemeForest & CodeCanyon = 156 No of Authors from ThemeForest = 554 No of Authors from CodeCanyon =353 No of Authors from ThemeForest & CodeCanyon = 158 % yes % yes
2. Many authors use a support system outside of Envato Do you use a system outside of Envato for your support? (of authors who provide support) 63% 40% 61% 0% 10% 20% 30% 40% 50% 60% 70% ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors No of Authors from ThemeForest = 538 No of Authors from CodeCanyon = 346 No of Authors from ThemeForest & CodeCanyon = 153 % yes
3. Authors are interested in an Envato-provided support system 11% 12% 35% 43% 10% 16% 37% 40% 13% 12% 35% 36% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% No I will use my own system and Envato's as well Maybe Yes ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors If Envato supplied a support management system, would you consider switching over to using it? No of Authors from ThemeForest = 313 No of Authors from CodeCanyon = 134 No of Authors from ThemeForest & CodeCanyon = 94 (of authors who used outside support system)
4. ~70% of authors say they offer lifetime support and <10% of authors said they provide support for less than 6 months 6% 4% 5% 0% 2% 72% 11% 8% 5% 4% 0% 1% 69% 13% 4% 5% 5% 0% 0% 73% 12% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% Time limited support - <=3 months Time limited support - 6 months Time limited support - 12 months Time limited support - 18 months Time limited support - 24 months Lifetime support Other ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors What period of support do you offer buyers of your items? (of those who provide support) No of Authors from ThemeForest = 519 No of Authors from CodeCanyon = 339 No of Authors from ThemeForest & CodeCanyon = 151 Majority of “Other” respondents said they offered the equivalent of lifetime support
5. 87% of authors who manage buyer expectations advise they will respond to support requests within three business days 51% 27% 10% 5% 7% 46% 27% 14% 4% 9% 38% 34% 15% 7% 6% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 1 business day 2 business day 3 business day >3 business days Other ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors How long do you say it should take for you to respond to support queries? (of authors who manage expectations for support response time = ~77% of authors) No of Authors from ThemeForest = 351 No of Authors from CodeCanyon = 213 No of Authors from ThemeForest & CodeCanyon = 104
6. Majority of authors say that <20% of buyers raise support queries… 55% 37% 8% 64% 29% 7% 51% 40% 9% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 0%-20% 20%-50% >50% ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors What proportion of buyers raise support queries? No of Authors from ThemeForest= 443 No of Authors from CodeCanyon = 290 No of Authors from ThemeForest & CodeCanyon =134
7. … but >20% of authors said more than 10% of buyers who request support abuse their support entitlement 9% 18% 35% 17% 21% 18% 16% 34% 12% 20% 8% 16% 31% 20% 25% 0% 5% 10% 15% 20% 25% 30% 35% 40% None Less than 1% 1%-5% 5%-10% >10% What proportion of the buyers who raise support queries would you say overuse/abuse their support entitlement? ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors No of Authors from ThemeForest = 443 No of Authors from CodeCanyon = 290 No of Authors from ThemeForest & CodeCanyon = 134
8. Authors spend a wide range of time managing their items on Envato Market 5% 5% 36% 15% 15% 20% 4% 6% 7% 46% 15% 12% 12% 2% 1% 6% 39% 14% 9% 26% 5% 0% 10% 20% 30% 40% 50% don’t regularly spend any time less than 1 hour 1-10 hours 10-20 hours 20-40 hours more than 40 hours Other On average, how much time each week do you think you spend on managing your items with Envato? ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors No of Authors from ThemeForest = 400 No of Authors from CodeCanyon = 269 No of Authors from ThemeForest & CodeCanyon = 122
9. Most authors spend less than 50% of their time on supporting items Now thinking about all the time you spend creating items and new features/functionality for items, supporting items and basic updates of items, please provide your best estimate of the proportion of this time you spend on supporting items? 46% 32% 19% 3% 46% 26% 24% 4% 36% 40% 23% 1% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% <30% 30%-49% 50%-79% >=80% Proportion of time on Envato spent supporting items ThemeForest authors CodeCanyon authors ThemeForest & CodeCanyon authors No of Authors from ThemeForest = 285 No of Authors from CodeCanyon = 219 No of Authors from ThemeForest & CodeCanyon = 100