The support provided by the vendor is a central element in how the quality of a module is perceived.
A well-designed, well-documented module, accompanied by effective support, generates fewer requests from merchants — which benefits both the customer and you as a vendor.
Key KPIs
Two indicators measure the quality of vendor support:
Pre-sales contact rate
Proportion of merchants who contact support before purchasing the module.
A low rate means that the product page, documentation, and available resources already answer the essential questions (compatibility, features, use cases).
After-sales contact rate
Proportion of merchants who contact support after purchasing and using the module.
A low rate shows that the module is easy to install, well-documented, free from recurring bugs, and evolves properly with PrestaShop.
💡 In both cases, the lower the contact rate, the higher the module is perceived in terms of quality.
Best practices to reduce contact rates
1. Reduce the pre-sales contact rate
Provide a complete and transparent product page (compatibility, requirements, limitations).
Add screenshots, demos, or video presentations.
Make documentation freely accessible, including a clear FAQ.
2. Reduce the after-sales contact rate
Ensure a stable module, free from blocking bugs during installation or use.
Provide a guided and intuitive installation process.
Offer detailed documentation for configuration and usage.
Release regular updates to remain compatible with PrestaShop.
Conclusion
Quality support is measured by its ability to minimize contacts:
✔️ A low pre-sales contact rate proves the module is clearly and transparently presented.
✔️ A low after-sales contact rate shows the module is robust, well-documented, and designed for smooth use.
In summary: a high-quality module is one that makes the merchant autonomous both before and after purchase, while still offering reliable and responsive vendor support when needed.