3 ms·
Ask HN: When to inform users that service isn't free
We're creating a service/market place which will involve companies quoting personalised offers for consumers. The product they are quoting for is a high ticket, low repeat custom item. We will require our users to pay a small token amount for the service as the companies need proof of a valid and interested lead (we're aware there are other ways to prove a lead, but for various reasons a token payment is best).
There are a number of competitors in our industry who provide a similar service, but the lack of any decent qualification means it doesn't work out for either parties.
We aren't sure whether to tell users it isn't a free service before they start giving their order details (which is a fairly lengthy process) or after they've filled in all the forms and shared their details/order.
Arguments we've thought of for telling users after they've filled in i.e. announcing it's a paid service and making payment the last step in the process):
+ Time invested in user filling out details may mean conversion rate is higher
+ Social proof contained at footer of each step in the process may create excitement/momentum
+ Trust/enjoyment of experience is built along the way
- Perceived negativity on brand/experience over hiding the cost
- Bait and switch style
Arguments for announcing it's a paid service on landing pages i.e Users aware immediately it's not free
+ More space to explain why it isn’t free
+ Upfront and transparent explanation of the process
- Exit rate will likely be higher as people immediately see it’s not free and leave
- If landing page bounce rate is higher then PPC quality score may be lower
I'd be interested to hear people's thoughts on which is likely to convert better. Obviously we'll A/B test both, but are debating which to soft-launch with.
- adyus 15y agoIMHO, it all depends on who your customer base is. If it's mostly well-educated, savvy web users, they might react better to upfront disclosure, while less experienced users might indeed be turned away. I vote for upfront disclosure, at least until you can set up A/B tests.
- JohnnyGM 15y agoThe customers are generally older, not web-savvy customers
- adyus 15y agoI'd recommend a middle way. Disclose the fee at the end, but have a progress indicator throughout the fill in process, where a step should be clearly labeled "Payment" or "Fee". That way, they can opt to continue the process and learn about the payment.
- JohnnyGM 15y agoYeah that could be an idea, could be interesting from analytics to see how many people jump to that page and then bounce.