Kibbles (kibbles) wrote in suggestions,

Account Renewal Survey

Account Renewal Survey

Short, concise description of the idea
If a paid user does not renew their account, send an email asking why.

Full description of the idea
I just got my account renewal notice, and am currently wondering if I should renew or not. I have a few reasons for going either way, but I feel there is no place to voice my opinion. If people decide not to renew, find out WHY they won't shell out the money for a second year in a row, to see if this is an area that can be improved. After all, these are customers who were willing to pay at least ONCE, you already have them paying, find out why you may not retain all of them.

An ordered list of benefits

  • 1. You can see where you can improve by asking those who put their money into LJ, people who cared/liked the service enough to pay at least ONCE.
  • 2. It is easier to retain a customer than to get a new one.
  • 3. This idea can be expanded to also asking why people who renewed their accounts did so.
  • 4. This has the potential to increase revenue, and possibly give paying users warm fuzzies.
  • An ordered list of problems/issues involved

  • 1. People who are really mad at LJ would write not nice things about the service.
  • 2. People may make impossible requests when referring to why they are leaving.
  • 3. It could deflate some egos if shortcomings are pointed out.
  • 4. Someone has to READ all these emails and then see if any action should be taken, and reply back/take action.
  • 5. It has to actually be implemented.
  • An organized list, or a few short paragraphs detailing suggestions for implementation

  • Whatever triggers the renewal email should check the accounts again either just before renewal, or perhaps a week later to see if those accounts were renewed. Then this should send off a Why/why not email to the journal owner. If they reply, someone has to read the email, file it appropriately (perhaps there is a problem that people are quiet about, not everyone complains, and if you see this coming up repeatedly, i.e. "there is not much difference between paid and unpaid, why bother?" you can do some deep thinking about this and wonder if something should be changed). At the very least send out a form email saying "We appreciate your feedback" and at best, tell them why/why not their problem can be solved, maybe it will lure them back. Even ASKING might be enough to make them want to give LJ another shot.
  • I know we have this suggestions community, but sometimes people are shy to do this in public, and some people dont know about this community, and some might think their problem is 'no big deal'. Every user should be important, not just the loud ones.
  • Tags: paid features, § historical
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