Complaint diagnosis: Example subscription app
The first page of the $950 Complaint Cost Audit. Every number here is illustrative. It is not from a real client. In a real audit the counts come from your own ticket export (12 months, 3,900 tickets in this example).
Customers charged after the free trial, and can’t find how to cancel
- Tickets a year
- 1,170 (30%)
- Yearly cost
- $27,180
- Made up of
- support time $7,020 (1,170 × $6), refunds $20,160 (420 × $48)
The fix. Put “Cancel or manage plan” in the trial-ending email and on the account screen. Rewrite the cancel article per store with screenshots. Add a saved reply that links the right steps.
Support and product · about 1 week
Customers asking where an approved refund is
- Tickets a year
- 780 (20%)
- Yearly cost
- $7,200
- Made up of
- support time $4,680 (780 × $6), chargebacks $2,520 (36 × $70)
The fix. Send the refund date the moment a refund is approved, and show it on the order. Add a saved reply for the second ask. Tag the repeats so you can watch them fall.
Support · about 3 days
Login codes that never arrive
- Tickets a year
- 640 (16%)
- Yearly cost
- $3,840
- Made up of
- support time $3,840 (640 × $6)
The fix. Add “Resend code” with a 60 second timer and a “Didn’t get a code?” article. Spec the delivery check for your developers, with the sender-domain and spam-folder steps.
Support to write, product to build · about 2 weeks
Top 3 together: $38,220 a year in support time, refunds and chargebacks, from 66% of tickets. The other 34% are ranked the same way in the full report.
Not counted above: customers who left over these causes. The real report estimates that separately and labels it as an estimate. Cost per ticket and refund averages are placeholders; the audit uses yours.
Your Pace Mentor LLC · 30 N Gould St Ste R, Sheridan, WY 82801 · yourpacementor.com