Each week we receive more negative changes overall that affects the long-time customers.
I thought I would share some customer statistics:
70% of buying experiences are based on how the customer feels they are being treated. - McKinsey
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. - American Express Survey, 2011
On average, loyal customers are worth up to 10 times as much as their first purchase. - White House Office of Consumer Affairs
5-20%: Probability of selling to a new prospect
60-70%: Probability of selling to an existing customer - Marketing Metrics
It takes 12 positive experiences to make up for one unresolved negative experience. - “Understanding Customers” by Ruby Newell-Legner
News of bad customer service reaches more than twice as many ears as praise for a good service experience. - White House Office of Consumer Affairs
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. - White House Office of Consumer Affairs
3 in 5 Americans (59%) would try a new brand or company for a better service experience. - American Express Survey, 2011
In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. - American Express Survey, 2011
According to consumers, customer service agents failed to answer their questions 50% of the time. - Harris Interactive
I think you get the point. It is time to address unhappy customers and do everything in your power to remedy the situations. It’s not only worth keeping our business, but also avoiding further negative word of mouth exposure. Customer feedback is gold! Come up with internal processes to track complaints and go about fixing them. It takes time to sift through feedback, but the value added to your business is worth it! Focus on your existing player base instead of the come-and-go new players.
Things we want at a glance to keep us engaged:
Simplified PVP: Have 1 event for vets, 1 event for new/casual players. Enough merging us all together.
Easier way to obtain 4*: You’re releasing more but the chances of earning are difficult. Would it hurt to run a 4* DDQ once a month?
Stop nerfing, start buffing: Yes we have our favorites, but instead of forcing us to use other characters, how about fixing the ones that aren’t being used.
PVE Scalings needs to be reasonable: We want real answers as to why scaling is too high. We don’t expect matches to be easy but they need to be beatable without us looking for exploits.
New events/story/content: Everyone is sick of playing the same events over and over again. It was great to see Enemy of the State bring a new story and new way to play, but that was months ago.
New characters every week: While this may not be common, instead of new characters, why can’t you focus on new events that revolve around what’s going on in Marvel? Instead of winning Kingpin at T50, how about a new story event with DD as the essential character on every level (your own or loaner) with Kingpin as the boss and reward for beating him! We need different ways to play!
This is just a few things I see on the boards and I hate to repeat what everyone else has been saying but we feel you’re not listening to your fanbase.