cancel reasons

[Abby]

Hi

We're working on adding a survey to the cancel-rebills page, so we can get a better idea of why people choose to leave us. Here's the list we have now. Members will be able to check all that apply.

* Quality of pics (technical or creative)
* Quality of videos (technical or creative)
* Frequency of updates
* Not what I expected
* Not enough variety
* Not enough features
* Cost
* Competition more appealing
* Unappealing models
* Bad customer service
* Confusing or difficult layout
* Bored
* Only wanted a trial
* I want a refund
* Site too slow
* Credit card expired
* I had an access issue I could not resolve
* I am a parent, a minor joined
* My spouse joined when they should not have
* I did not realise the terms were as they are

What else do you think we should include?

Thanks.

[Abby]

oh, there will also be a text entry field.

[Diablo]

Insufficient bandwidth available to use the site. Two years ago, I was seriously considering e-mailing you and asking if my membership could be either cancelled or suspended until either the telecommunications infrastructure at my residence got upgraded to support broadband, or I moved house. As you can see, I decided to just stay with it, and look what it's done to me!

I know customers should check the sizes of the videos before signing up, and work out whether their internet access plans can support it, but sometimes it's beyond people's control (especially if they have to move house, and the new house is in a broadband black-spot).

Unable to access the site due to other circumstances beyond my control: Probably an extension of the above. Suppose someone who serves in their country's defence forces got called into action. Or, in a jurisdiction where provider-based internet content filtering is mandated by law (IIRC does Singapore have this?), the filtering systems suddenly disrupt access to AW.com.

Both of these would be similar to I had an access issue I could not resolve, but I think the distinction needed is that the issue is beyond the member's control, rather than the member failing to try a perfectly workable satisfactory solution to fix their problem (due to their inexperience with computers, or some other cause for reluctance).

[jseas]

What else do you think we should include?

Thanks.[/SIZE]

How about:

-- Enjoy the site but want to take a break.

This is why I left for a month or two.

[TowelBoy]

No Re-bill Members ?

So are you intending this survey not to apply to single payment " No re-bill " members ?

That is those who choose to pay for 6 or 12 months at a time ?
I just pay again when I get the " Account Expired " email.

TowelBoy

[Diablo]

TowelBoy, I think it's supposed to only apply to members who cancel a recurring re-bill. The whole point of a one-shot single payment membership, is to allow enjoyment of a subscription for a fixed period of time, then after that, they have as much time as they want to re-evaluate whether they want to continue subscribing or not.

IIRC, Abby mentioned, when the site split comes through, that you'll be able to enable/disable re-billing for all subscription periods. Although caution should be exercised with 6/12 month terms, as that'll charge $US85/$US150 to your credit card, which is non-reversible (notwithstanding exceptional circumstances), so be sure to decide whether you want to keep going, before the rebill is made.

Good to know that you're another long-period subscriber, though I've only ever signed up for 12-month periods; it was a bit of a risk the first time, but I thought it was a real bargain, excellent value for money, and I just knew Abby would continue to deliver the best quality that she always has. Never looked back! I hope you feel the same, TB.

[geoman]

*
What else do you think we should include?

Thanks.

How about;
I want more hard core stuff. ( more bondage, whippings, girls shouting "harder harder", violence against woman, etc )
I can not stand everyone being so nice and friendly.

Sorry, I could not resist a little sarcasm but I am sure for some people these would be real reasons for leaving ( but they probably would not admit it).

[arsby]

Geoman has a good point... we've had some cancellations because the member has issues with what goes on at the boards, maybe you should include that. ("can't stand everyone so nice"... )

Maybe you can collapse the "spouse joined"/"minor joined", with something like "problem with family/house member having access".

I'd also take off the "I want a refund" button. Everyone would push it.

"Confusing layout" and "Bad customer service" -- I can't imagine anyone would press these buttons. If they did it would speak to the cluelessness of the button-presser.

[Bondii]

How about:

* Unsure/concerned about the site's future direction.

The same things that apply to national economies also apply to small businesses - insecurity causes people to close their wallets.

[coyotemike]

*WARNING* None of the following should be taken seriously *WARNING*

Reasons for leaving:

Penis fell off from constant masturbation
Depression over idea that all the hotties are in Australia
Was fooled into thinking there would be plastic, fake women here
Got blind drunk and accidentally cancelled account
Said I would leave unless Abby married me
Big words too cofu . . . conflu . . . hard
Confused this with the Abby WInters All Christian Salvation Network and Home Shopping Channel

*Again, none of these should be considered serious. I realize this is a important topic, but all I have is smart-assery*

[Diablo]

Good call, Bondii. I seriously hope we haven't had any conspiracy nutters disperse, shouting "Boy-Girl", "DRM", "WMV", "Splitting into millions of sub-sites" or some other nonsense overblown concern (for those of you that are contemplating it... pull your head in! Abby's never screwed anyone over, and she never will. Everyone's always a winner at AW.com, and you damn well know it!).

Humourous suggestion: Can't stand ____ (You know, take the name of Abby's dog, and replace the 2nd `l' with an `f'. Yes, that critter, who, surprisingly, appears to have let his sub lapse).

Here's another (thinking of RT here!): Trying to cure my addiction

On a more serious note, perhaps the My spouse joined when they should not have option should also have the alternative A family member/relative/partner/friend is pressuring me to cancel option; this would help distinguish who is requesting the cancellation (ie. did the wife find out and cancelled husband's sub behind his back, or did the husband concede to wife's persuasion?).

I'd probably find it interesting how people actually perceive the possibility of their partners (or friends/family/relatives) learning of their subscription to AW.com, whether they'd plan on arguing the point that it's better than mainstream porn, and promotes healthy respect of women (and try to convince the partner to accept the fact that they want to remain subscribed), or would they just cave in to their partner's demands and cancel...

[Frans]

How is 'I want a refund' a reason for cancelling? What do you mean with "Not enough features", what's a feature in that context?

I wouldn't add much more reasons to that list. If you want to get meaningfull answers you need to keep that list short otherwise people won't bother reading it all.

Somehow I would want to differentiate 'Cost' between people who simple can no longer afford membership (but do think the site is worth the money) and people who think the price is too high. Not sure how to put that in that list of reasons though.

A reason like "Taking a break" would be good to add, all current reasons assume the cancellation is permanent forever.

What is item "I did not realise the terms were as they are" for btw?

-Frans

[pjay]

I wouldn't add much more reasons to that list. If you want to get meaningfull answers you need to keep that list short otherwise people won't bother reading it all.

I think Frans is right on this one.

A reason like "Taking a break" would be good to add, all current reasons assume the cancellation is permanent forever.

IIRC, CCbill has a questionnaire of this kind when you cancel a sub through them. One of the options is "satisifed customer". I think you need this sort of reason on the list, however it's worded exactly (and "taking a break" isn't a bad alternative).

Also, as others have said, lose "I want a refund". If subscribers have a good reason for a refund, and the will to get it, no doubt they will be emailing anyway to request this. None of the reasons listed - with the exception of those to do with access difficulties - would necessarily qualify for a refund IMO.

[matchless]

How about:

-- Enjoy the site but want to take a break.

This is why I left for a month or two.

I was thinking along this line as well ... recharging the batteries. I left, too ... for a while: did the three month sub, didn't check out the boards much but DL'd as much as I could. I figured after a few months away, (and trying out one of the "Abby Recommends" sites) I could always catch up again on the new sets when/if I come back ... gotta love the highspeed access

So I waited. The "Recommends" site was not so much to my liking, what Abby had to say about it was pretty accurate, so I kept checking in on the upcoming models in AbbyLand and started reading the forums and noticed all the cool people. Finally, when there were enough new models I liked on AW, I came back for six months, said my "How do you do's" here and now I'm pretty much a lifer.

Ummm Unless my life should change dramatically, that is

[takochan]

I would consider a catch-all "Other credit card issues" in addition to "Credit card expired".

I also support the suggestion others have made on the lines of having an "enjoying the site but am
taking a break' or whatever you may call it.

takochan

[greycat]

IIRC, Abby mentioned, when the site split comes through,

SITE SPLIT???? what does this mean?

[minotaur]

Wanderlust.
Not staying in any one place, for now.
Lovely site. I’ll be back.
Looking for a different genre or type of content.
Was looking for something that would give me a stronger reaction.
Still finding out what I’m looking for.

[Vid Dude]

SITE SPLIT???? what does this mean?

It means we're going to ruin it for everyone, and we'll go out of business.

[hereagin]

Finally ,
Some one telling it as it is

[Abby]

Lol

[Diablo]

It means we're going to ruin it for everyone, and we'll go out of business.

This business prediction brought to you by ElfieCorp Insolvency Solutions, LLC

[matchless]

I call shot-gun!

It means we're going to ruin it for everyone, and we'll go out of business.

Woo Hoo! Bring on the AWpocalypse!!!

[DANTEXIV]

Distant observations

If I were to leave or cancel the best time would be now
The quality of the recent content, does seem to wane some how

Of course I don't watch most of it ,the lesbians and the shavers
It's the IM's that intrigue me most, and the only thing I savor

But even the IM's as of late, have been less than before
Still ,I'll stick around and wait and see,before I hit the door

[Rainbow]

respect of women (and try to convince the partner to accept the fact that they want to remain subscribed), or would they just cave in to their partner's demands and cancel...

We periodically get cancel requests along the lines of, "Shut down my account and close my access, I don't care that you still owe me more time, my [wife|girlfriend] found out and my [marriage|relationship|penis] is in big trouble!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"

We also periodically get inquiries when GMBill sends out the reminder email, "You have not been charged again. This email is to remind you ..." Those go out 10 days after the subscription is purchased, and sometimes people use shared email accounts. They catch the first message and delete it, but then the reminder comes in and their [significant other] catches that. Very bad sometimes.

Rainbow

[BigSpud]

It means we're going to ruin it for everyone, and we'll go out of business.

I love these kind of predictions because they are always way off the mark

[Frans]

But even the IM's as of late, have been less than before
Still ,I'll stick around and wait and see,before I hit the door

That would be "Quality of videos (technical or creative)" which is already on the list

--Frans

[Frans]

We periodically get cancel requests along the lines of, "Shut down my account and close my access, I don't care that you still owe me more time, my [wife|girlfriend] found out and my [marriage|relationship|penis] is in big trouble!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"

Hmm... a new function for myAw perhaps? "Cancel Account Immediatly (no refund)".

We also periodically get inquiries when GMBill sends out the reminder email, "You have not been charged again. This email is to remind you ..." Those go out 10 days after the subscription is purchased

I'm on a year-sub so I never had such messages, but I wonder; do you warn people in the first send message that there will be a follow-up mail send 10 days later? I can imagine that could cause trouble for people and don't entirely see the point? Is it to make sure the subscriber knows he/she will be rebilled ?

-Frans

[Rainbow]

I'm on a year-sub so I never had such messages, but I wonder; do you warn people in the first send message that there will be a follow-up mail send 10 days later?

No. If we did they wouldn't pay attention anyway.

I can imagine that could cause trouble for people and don't entirely see the point? Is it to make sure the subscriber knows he/she will be rebilled ?

No; it is to help cut down on the number of "Why have you billed me?" inquiries. Remember that the credit card statement says GMBill.com, not Abbywinters.com. And of course GMBill bills for more than one site, as well, and a fair number of customers have subscriptions to multiple sites.

I have proposed to Abby that we fire off another one a few days before a rebill happens, to cut down on the number of tickets we get about, "Why did you rebill my card? I cancelled! You cheated and you are lying scum and deserve to burn in hell because you're pornographers who stole my $30!" She has been busy and we have not fully evaluated it.

My all-time fav was the one I got a couple weeks ago where we'd sent the guy an email telling him that his account was closed because his credit card had expired. "You mean you've been billing me all this time?" He'd opened his account in December, 2004, and had not noticed that we'd continued to bill him because he'd not cancelled.

Rainbow

[matchless]

My all-time fav was the one I got a couple weeks ago where we'd sent the guy an email telling him that his account was closed because his credit card had expired. "You mean you've been billing me all this time?" He'd opened his account in December, 2004, and had not noticed that we'd continued to bill him because he'd not cancelled.

This happened to me once ... but I caught it on my CC Bill after one month. I was like, what is this charge? So I called and found out it was a site which I had signed up for, not liked, but did not know was auto-rebill. I called around and they agreed to cancel and refund since they could see i had not used the site for but a few weeks.

So I guess you aren't the only ones with good Customer Service That was a long time ago ... 7 years I think.

[taowow]

The assumption of all negatives in the list will lead to interpretive errors. Add statements/questions about what the customer liked about the site. Keep the list to under 20 items.


* Quality of pics (technical or creative)

Check Download time
Screen size
Focus
Topic

* Quality of videos (technical or creative)
Check Download time
Screen size
Focus
Topic

* Frequency of updates

* Not what I expected * Drop this one. What were their expections? If you don't know them, this question is not interpretable.

* Not enough variety * What is "variety?" Reword: I would rather see: _____________ text box

* Not enough features* Web site features?

* Cost

* Competition more appealing* Reword: I have a new subscription at : _____________-

* Unappealing models* Drop. Uninterpretable.

* Bad customer service* Reword "Unresolved customer service problem: _________________

* Confusing or difficult layout* Specify website menus

* Bored* Interesting notion, but what will this responce tell you?

* Only wanted a trial

* I want a refund* This isn't going to help you alter/improve you product.

* Site too slow* This should be covered above.

* Credit card expired

* I had an access issue I could not resolve* This is a customer service issue.

* I am a parent, a minor joined

* My spouse joined when they should not have* ??? Interesting socially, but what does this do for you?

* I did not realise the terms were as they are* I don't understand what this question means.