Some buyers don’t think privacy gets enough respect, some do.

On a scale of 1 (not respected at all)

to 5 (very much respected),

privacy is scored by them at … 2.5

Manual subscriptions appeal more to buyers, perhaps because it gives them a feeling of control.

80% Manual Renewal

20% Automatic Renewal

How Do People BuySoftware & SaaS Online?

A 2Checkout Survey into Buyer Behavior

87%Vendor Reputation

72% Product Reviews

77% Ability to Cancel orChange Subscriptions

56% Discounts andFree Trials

78% Online Search

31% Vendor Website Search

28% Word-Of-Mouth

22% E-Mail

18% Social Media, Publications/ Blogs

14% Forums

11% Online Ads

51%

30%

24%

30%

17% 24%

5% 54%

25%

20%

DirectDebit

CreditCards

MobilePayments

Local Payment Methods

PayPal WireTransfer

49%87% 12% 11% 6% 4%

Desktop82%

55%

50%

49%

44%

43%

39%

Mobile and Tablet45%

In-App15%

Offline, In-Store12%

66% Email

64% Online Chat

52% Phone (toll-free)

18% In-app

10% Social media

What kinds of software are people buying?Security and privacy software tops the list worldwide, but audio-video software and utilities battle it out for second and third place.

How do buyers find the products they need?Search rules around the world, with only a small percentage of buyers clicking on ads.

How do buyers pay?Credit cards remain the most common way to pay, but mobile is gaining ground.

How do buyers prefer to get support?While email and chat top the chart for support preferences, getting through to support on the phone is a close third place.

What concerns do buyers have?Being able to talk to a real person is reassuring, no matter where buyers are located.

Why do buyers renew?Customer satisfaction is important, so vendors need to focus on that to land renewals.

Where do buyers make their purchases?

Mobile continues to grow, but most purchases are still made on desktop.

What influences buyer decisions?

How importantis privacy?

How do buyers preferto subscribe?

Vendor reputation is cited as “most important factor” when buying online. Buyers are in the driver’s seat: ability to change or cancel a subscription at any time is second most important factor. And, thirdly, reviews speak louder than free trials when it comes to decision-making.

How often do people buy software and SaaS?

Security& Privacy

We surveyed almost 1,000 people around the globe about their software and SaaS buying habits. See what the results could mean for your business.

Utilities

Mobile Apps

Audio & Video

Buy less thanonce a year

Buyonce a year

Buy a few times a year

Buy once a month or more often

InternetBrowsing & Tools

Gaming

Difficulty in Reaching Live Support

Lack of Trust in Unknown Vendors

Credibility of Reviews

Security Issues

No money-back guarantee

Lack of Try before You Buy Options

ConvenienceAdditional Services with Renewal

Lock inBetter Rates

Satisfaction

28%34%29%85%

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