Why do you uninstall Skype?

What might we learn from a Skype survey?

Which of the following are reasons why you are uninstalling Skype? Please check all that apply:

• Skype doesn’t work with my webcam
• I couldn’t hear the other caller or the other caller couldn’t hear me
• Buying Skype Credit is too complicated
• My antivirus or firewall software wasn’t allowing Skype to launch
• I used Skype in my company, but it is not allowed anymore.
• I received unwanted calls
• I was unable to use Skype because I had lost my password
• It wasn’t easy to get setup and started on Skype
• I didn’t realize you have to pay for calls to landlines and mobiles.
• I didn’t have a headset or speakers.
• I had technical problems or other restrictions not related to Skype (e.g. internet access).
• I have read that Skype is not secure.
• I find that using Skype didn’t save me any/much money.
• I am uninstalling Skype to upgrade to the latest version of Skype
• Money on my Skype account is/was missing.
• None of my friends used Skype even after I tried to get them to start using Skype
• It is not convenient to use because I don’t want to turn my computer on to make personal calls.
• The call quality was not what I expected.
• I had technical problems (other than bad call quality) or received error messages from Skype.
• Couldn’t use my credit card to make a purchase
• Skype is too complicated to use
• I was being spammed (e.g received unwanted calls/ chats or requests to authorise contacts from people I don't know)
• I couldn’t find any of my friends to contact who were already using Skype
• Skype takes up too much space on my computer
• Other

This version of the survey is from January 2009.

The causes fall into four broad buckets:

• Problematic perceptions of Skype's product and web experience,
• social behavior (too few people you want) and antisocial behavior (too many people you don't want),
• gear missing, limited, or just not working
• third-party interference (employer, networks, ISPs)

Have you dropped Skype? Given up? What was your reason?

What could Skype do to get you to try again? Which of Skype's competitors could earn your business?

tags: skype, surveys, customersatisfaction, research, market research, marketing, stats, uninstall, uninstalled, uninstalling

Call me at +1-510-316-9773, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.

letter: Skype customer service is faceless

Guest post by Christopher Buttner,  President, PRThatRocks.com, a San Francisco Bay Area entertainment PR agency. Christopher, uses Skype at work. 

Good Afternoon,

First, I am shocked and appalled that, regardless of how many support tickets I submit to Skype, I never get a reply from anyone at Skype regarding any of my ongoing issues, and there are many. Voice mails are not being saved and downloaded to my computer. Once they are played, they disappear and I have no record of them anywhere on my hard drive.

Additionally, after setting up SMS messaging for my cell phone, so I can be notified that I have Skype voice mail messages waiting for me, I never get the text messages to my phone. I have issued countless requests to have this matter resolved, I was promised it would take less than 24-hours and I am still NOT getting SMS messages. Skype is plagued with countless technical issues and a staff that ignores all support requests.

Skype is a parody of what people hate about big, faceless technology companies that won't publish a corporate address or technical support telephone number. This is a crime and a waste of money. I need some answers.

Christopher Buttner, 33 Martin Drive, Novato, CA 94949 
tel: 415-233-7350 cell: 415-302-0839 email: chris@prthatrocks.com 

tags: skype, services, support, customer service, complaint, help, sms

Call me at +1-510-455-4384, Skype me, follow @skypejournal and @Phil Wolff.
Visit our Skype Journal private roundtable, one of the longest running public Skype chats.