We conducted a survey of 544 US gamers from August 29 to September 5 for Helpshift to better understand the frustrations that stem from lackluster support. A majority of players (62%) confirmed that player support for console games is outdated, and additionally 33% said they regularly experience frustration with support services in console games. Players are willing to cooperate with developers, with 89% of respondents expressing a desire for more support from game developers, indicating that they are very willing to participate in support services.

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Author Notes:

Jeffrey Henning

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Jeffrey Henning, IPC is a professionally certified researcher and has personally conducted over 1,400 survey research projects. Jeffrey is a member of the Insights Association and the American Association of Public Opinion Researchers. In 2012, he was the inaugural winner of the MRA’s Impact award, which “recognizes an industry professional, team or organization that has demonstrated tremendous vision, leadership, and innovation, within the past year, that has led to advances in the marketing research profession.” In 2022, the Insights Association named him an IPC Laureate. Before founding Researchscape in 2012, Jeffrey co-founded Perseus Development Corporation in 1993, which introduced the first web-survey software, and Vovici in 2006, which pioneered the enterprise-feedback management category. A 35-year veteran of the research industry, he began his career as an industry analyst for an Inc. 500 research firm.