Three Key Improvements to Submittable's Pricing Model: Insights from 2023 Customer Feedback

Submittable has established itself as a versatile platform for managing submissions and collaborations across various programs and initiatives. However, even the most successful systems can benefit from periodic evaluations and adjustments, especially when it comes to pricing. Based on customer reviews from 2023, we've identified three major areas where Submittable could improve its pricing model to better serve its users.

1. Transparency in Pricing Updates

Customers have expressed frustration with unexpected changes in pricing, particularly when updates reset settings without prior notification. One user mentioned, Some of the updates have reset my settings without my knowledge. I've only found out when something stopped working correctly and had to troubleshoot. Also, not knowing the pricing and setting up the pricing is quite aggravating. To address this, Submittable should ensure that any changes to the pricing structure are communicated clearly and well in advance. This would allow users to anticipate and plan for any potential impact on their budget and operations.

2. Affordable Options for Non-Profits and Small Businesses

The sentiment that Submittable has become clunky and expensive is a concern, particularly for non-profits and small businesses. A customer stated, The current Submittable is not the same as 5 years ago. Gone are the reasonable pricing for non-profits. The pricing we paid when first adapting Submittable for a year is now the quoted monthly fee with less functionality. Submittable should consider reintroducing more affordable pricing tiers or special discounts for non-profits and small businesses to ensure that these organizations can continue to benefit from the platform without financial strain.

3. Flexible Contract Terms for Seasonal Users

Organizations that only require Submittable's services for part of the year have been negatively affected by the new pricing structure that pushes for annual contracts. One user shared, We pay for a few months/year. Now in order to have custom forms, we need to sign a pro-rated annual contract... The annual contract is now forcing us to buy service we don't need. Submittable could improve customer satisfaction by offering more flexible contract terms, allowing users to pay for the service only when needed, without compromising on features like custom forms and blind reviews.

In conclusion, by addressing these three areas—enhancing transparency in pricing updates, providing affordable options for non-profits and small businesses, and offering flexible contract terms—Submittable can refine its pricing model to better align with the needs and expectations of its diverse user base. Implementing these changes would not only improve customer satisfaction but also reinforce Submittable's commitment to supporting social impact programs of all sizes and scopes.

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