If you’re a current customer, you’ll know that recently I emailed you asking you to spend a few minutes to complete our recent survey (you can still answer it – but not for long!). I’m delighted to announce that there were 517 respondents (so far) in total and I’d like to share the results with you. I think you’ll be interested.
Our customers stick with us.
To start, it’s clear customer retention is high. Take a look at the following findings from the survey (question; How long have we been providing you with our services?), I’m truly overwhelmed that 16% of the customers who completed the survey have been with us for over 2 years! Perhaps it’s safe to say we have the combination right? : ) Of course only a fraction of our clientèle completed the survey, but we can still get clear results using these findings and our internal reports.
Support is still on top.
Another question we asked in the survey was asking customers to sum up our support (overall, how would you rate your experience with support?). This one speaks for itself. I’m disappointed a tiny amount of customers were ready to leave due to poor support. Perhaps they had a real shocking experience, though I cannot recall any (and trust me, if a customer had an experience with support that led them to want to leave us, I’d know about it).
The survey also asked customers to briefly describe their most memorable experience with support. Here’s a few I’ve picked that really stood out to me personally.
“As a host myself entrusting you guys with our billing system, I expect prompt support – I cannot praise the efforts of all of your staff enough, even with low priority tickets.”
“Submitting a ticket, and in less than 2 minutes, the ticket was resolved and closed.”
“I remember contacting you for support and getting a reply with 30 seconds and the staff going an extra mile to give me an amazing service.”
Thanks folks! : )
Our performance is superior.
The responses to this question (how satisfied are you with performance/speed?) I’m especially pleased with as we work tirelessly to set ourselves apart from the rest. I for one get stuck in with optimization and performance tweaks to ensure we’re unrivalled. It’s clear our hard work is paying off.
What is the best thing about SimplexWebs?
Again, this was an open ended question. I’ve picked out a few that stood out to me.
“Not a huge company with many different names/websites. Big enough to provide good service, small enough to care about customers.”
“Just works… unlike some other providers.”
“Harry Perks is an amazing example of a man.” <– thank you, thank you.
“That is a silly question… Everything is the best! The help given, the time spent on a personal basis just getting to know your customer/client (on about me here), everything you do has been the best. Oh, also the amount of knowledge you folks hold about your industry. Frighteningly clever. Honestly!!!”
“Superb support and caring staff. Very personal and eager to help with clients. Rare to see that on a consistent basis.”
I could pick out hundreds, but I really would be making this post into a novel.
What is the answer to life, the universe and everything?
I’m surprised many got this question right.
…joking aside, I didn’t want to make the survey too tedious.
Thank you!
A massive thank you to everyone that participated in this survey. We really have learnt a lot. I’ve only put a few of the questions in this post as some are simply not suitable to be displayed, but we’ve taken all feedback on board. We’ve already made changes in response to the correspondence we received, so rest assured your voice does matter! : )
But, not only that, I hope this post is an insight into how we as a provider are aiming for true transparency. We don’t have anything to hide. I’ll leave you with one last comment from a customer.
“Just like this survey, I Iike Simplexwebs sense of humour and good nature. It feels like a growing company, but I feel like my site is in safe hands here since that gives current customers more attention when it comes to support. The litespeed server and cloudlinux CPU system is definitely far superior to my previous host too, especially where magento is concerned. Good job guys, doing Britain proud.”
…nearly bringing a tear to my eye.
~ Harry