Purchase Confidence
How confident users felt about completing a purchase on TicketSwap
Positive22%
Neutral28%
Negative39%
Mixed11%
Notable Quotes
“It would have made me more confident if I knew if TicketSwap had any sort of mechanism or program that gives me that confidence.”
— P7 - First-time user
Context: On missing buyer protection information
1 of 4
Didn't See Buyer Protection
83%
Cited Trust as Barrier
67%
Abandonment Reasons
Most frequently mentioned reasons for not completing purchase
What Builds Trust
Factors that make users trust or distrust ticket platforms
User Segments
First-time vs returning users in study
First-time users
Returning users
Common Keywords
Most frequently used words across interviews
service feeprotectionrefundsecureofficialfriendsguaranteescampricetrustexpensiveFacebookauthenticsold outWhatsApp