What percentage of your users are still paying yet do not use or do not have access to the service?
I did dev work for a client, service based site, $10.00 a month. I put in some simple tracking reports to let me know a users login history. I found that high percentages of users paid, logged in once, and never logged in again. This struck me as odd because the service was by nature something if you paid for, you would need to login to use it. It was not a trick to get someone to sign up for a site that adds no new value over time.
What was really interesting is the ~14% of users that only logged in once, ever, but still were paying every month on their credit card. 14% seems really high. I wonder if AOL has the same 14% of users not dialing in but paying for dial up still.
I also found ~5% (guesstimate) go right for a chargeback, do not contact support, and do not click the very easy to find "Refunds" tab that allows a one click full account deletion of all data, refund of the partial month, (which was moved to charging at the end of service, instead of up front).
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What percentage of your users are still paying yet do not use or do not have access to the service?
I did dev work for a client, service based site, $10.00 a month. I put in some simple tracking reports to let me know a users login history. I found that high percentages of users paid, logged in once, and never logged in again. This struck me as odd because the service was by nature something if you paid for, you would need to login to use it. It was not a trick to get someone to sign up for a site that adds no new value over time.
What was really interesting is the ~14% of users that only logged in once, ever, but still were paying every month on their credit card. 14% seems really high. I wonder if AOL has the same 14% of users not dialing in but paying for dial up still.
I also found ~5% (guesstimate) go right for a chargeback, do not contact support, and do not click the very easy to find "Refunds" tab that allows a one click full account deletion of all data, refund of the partial month, (which was moved to charging at the end of service, instead of up front).
Users purchase habits are indeed strange.
Friend of mine told me she didn't cancel her wow account for many months after she stopped playing. it's just something people do, I guess...