Summersault Blog

In a service business, it can sometimes be difficult to measure the true level of satisfaction that our clients experience. The testimonials they offer say a lot, and even after all these years its still surprising that so many of our clients consider working with us to be a relief from the norm of some poor customer relations practices in the technology industry.

Even so, it’s nice to be able to turn to cold hard numbers to see how we’re really doing, and one area where we do have those figures handy is in the customer satisfaction survey we ask every person who contacts us for technical support to fill out. Here’s what the numbers say from recent months:

• 95% of customers are either “Extremely satisfied” or “Satisfied” with the timeliness of our response, with the remaining 5% indicating that they felt neutral about it.
• 95% were also “Extremely satisfied” or “Satisfied” with the quality of our response, with the remaining 5% indicating neutrality.
• Almost 98% would say they are “Extremely satisfied” or “Satisfied” with their overall technical support experience with Summersault. The remaining 2% indicated that they felt neutral about it.

We also get some great comments in these surveys that remind us numbers aren’t everything:

• “WHY didn’t I just call you to begin with?!!”
• “I was not expecting to get a response on Christmas Eve, but it was very helpful that I did.”
• “As always, you provide excellent service to our nonprofit organization…Thanks again for all that you do!”
• “[You] did an excellent job of addressing my request in a timely way…and in my opinion, went above and beyond…Thanks Summersault!”
• “You guys are the best!”

Of course, we know there are always going to be ways we can improve. That’s why we continue to ask for feedback on each and every support case, and we’re always evaluating our technical support approach and procedures to see what can be done better. It’s all a part of what makes us a stand-out choice for website hosting services, and it feels good to know we’re making our customers this happy.

This entry was posted on Thursday, January 31st, 2008 at 4:36 pm and is filed under Small Business, Sysadmin / Hosting. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.