Academy blog

Customer Acquisition and Retention for SVODS: How Is The User Journey Really Like? [INFOGRAPHIC]

Customer acquisition is a priority for 89% of SaaS companies. Customer retention is a priority for 59% of companies and upselling is a priority for 46%.

There are many ways to grow your video service. Netflix has stated that they pay roughly $170US for each customer they acquire. This means the average customer must stay for at least 14 months before they are making money from a customer. In total, it’s seven times more expensive to acquire a customer than retain one.

The key to converting leads and keeping hold of them is covering each of the video pillars (content catalogue, price, quality and customer service). We have prepared an infographic that helps explain the questions that most users will ask themselves before they agree to a free trial as well as the vital points that video services must optimize in order to retain them.

Times are changing and 52% of businesses upped their spending on customer retention last year. 50% of users only log in once a month or less so it’s important to make that one experience memorable and faultless.

In terms of conversion, 56% of free trial users convert to becoming a customer. This statistic goes up to 70% when contacted by a sales rep so we have created this infographic to help any video business looking for help with conversion.

Take a look!


The User journey - acquisition, conversion and retention


To benefit from the most reliable data on the market, speak to one of our team and learn everything about YOUBORA suite as well as how it can transform your video service –

Research & Editorial Team on March 19th 2019

Most Recent Posts

Introducing the YOUBORA Mobile App

As the streaming market matures and user expectations surge, the ability to immediately detect issues and share up-to-date reports across an organization is becoming an essential part of the day-to-day work lives of video industry professionals. In response, NPAW has launched the YOUBORA mobile app,... 

10 Jun

How to Weigh the Impact of Offline Downloads on your Streaming Service

As streaming becomes an ever-more established behavioral trend globally, online video providers are faced with a double-edged sword. Demand for online video is higher than ever, but so too is competition for space in consumers’ viewing habits. User expectations are on the rise and, as it is easier... 

3 Jun

How COVID-19 is Changing Online Streaming Behavior Globally

The outbreak of the COVID-19 virus is drastically changing user behavioral patterns worldwide. As the virus spreads, streaming video providers must contend with sudden changes in variables including rising economic pressures, altered routines, moods, and priorities. We have gathered together a series... 

27 Mar