Artashes said:The questions is - how do you measure customer satisfaction? Is it based on customer retention rate? Number of support tickets? Number of positive feedback received? etc
Harry said: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..
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.Harry said: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..
kothar64 said:I would just ask them one question, if they are satisfied with my service