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Originally Posted by Harry
Well I think mabye every year or so, sending a survey to your clients would be nice. It's a great way to see what they think of your service. Also, replies on hosting forums reguarding your services can be a good method. It's hard to evaluate your hosting biz, just because there are many angles you have to account for. The way I see it, is every little bit counts. Tickets, surveys, customer base etc..
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It would be interesting to see the difference between the internal picture (based on current customer surveys) and the picture as revealed by customer reviews freely posted on the web. I recall a hosting company's survey indicating (according to them at least) a 96% "satisfied" customer base. The reviews would seemingly picture something closer to 50-50. I took it as proof that negative customer are more easily prompted, but also as an effect of such a survey not accounting for the customers that have already left the service due to dissatisfaction.
A company must be careful to interpret these surveys correctly.