Buyer survey key results - Item Support

Transcript

1. >70% of buyers think the price of the item includes access to support 20% 8% 72% 15% 11% 74% 0% 10% 20% 30% 40% 50% 60% 70% 80% I'm not sure No Yes Do you think the price you paid for the item includes access to support? ThemeForest CodeCanyon No of Buyers from ThemeForest = 656 No of Buyers from CodeCanyon = 192
2. More than half of the buyers wouldn’t have bought or probably wouldn’t have bought the item if support was not included 16% 41% 34% 9% 21% 34% 33% 12% 0% 10% 20% 30% 40% 50% No - definitely not Probably not Probably Yes - for sure ThemeForest CodeCanyon If support was not included in the price you paid, do you think you still would have purchased the item? No of Buyers from ThemeForest = 478 No of Buyers from CodeCanyon = 132 (of buyers who thought support was included)
3. The majority of buyers think the price of the item should include support 86% 82% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% CodeCanyon ThemeForest Do you think access to support for the item you just purchased should be included in the price you paid? No of Buyers from ThemeForest = 606 No of Buyers from CodeCanyon = 172 (all buyers) % yes
4. More than 60% of buyers think they have access to support for more than 6 months 19% 8% 23% 45% 6% 19% 8% 24% 38% 11% 0% 10% 20% 30% 40% 50% up to 3 months from purchase 3-6 months from purchase 6-24 months from purchase Lifetime support (no time limit) Other ThemeForest CodeCanyon How long do you think you have access to support for this item? No of Buyers from ThemeForest = 436 No of Buyers from CodeCanyon = 117
5. Many buyers already have expectations about limits on the number of support queries… 33% 17% 6% 36% 8% 54% 10% 3% 25% 8% 0% 10% 20% 30% 40% 50% 60% 1-5 6-10 11-20 or 20+ As many as I need I don’t know ThemeForest CodeCanyon For the price you paid for this item, what do you think is a fair number of support queries for you to be entitled to in total? No of Buyers from ThemeForest = 436 No of Buyers from CodeCanyon = 116
6. 8% 17% 18% 11% 12% 19% 15% 17% 13% 18% 12% 5% 18% 17% 0% 10% 20% 1-5 minutes 6-15 minutes 16-30 minutes 31-60 minutes More than 1 hour As much time as I need I don't know ThemeForest CodeCanyon For the price you paid, what do you think is a fair amount of time [for the author] to spend in total on your support queries? No of Buyers from ThemeForest = 436 No of Buyers from CodeCanyon = 118 … and expectations on a “fair amount” of time to spend on support queries
7. 95% of buyers think authors should respond to support queries within 3 business days 23% 45% 19% 8% 3% 2% 18% 36% 30% 11% 4% 1% 0% 10% 20% 30% 40% 50% Up to 12 hours Up to 1 business day Up to 2 business days Up to 3 business days More than 3 business days I don’t mind too much how long it takes ThemeForest CodeCanyon If you requested support, what do you think is a reasonable amount of time to respond to a query? No of Buyers from ThemeForest = 439 No of Buyers from CodeCanyon = 118