The 2018 customer survey was a massive success with an incredible 7148 customers taking the time to share their thoughts and experiences.
It’s truly humbling to see that level of engagement and it speaks volumes about the value we place on your feedback.
I’m incredibly proud of the results and I can’t wait to share the key insights with you.
Overall Satisfaction: A resounding success!
The survey revealed an incredible 94% satisfaction rate which is truly a testament to the hard work and dedication of our entire team.
We strive to provide exceptional service and value to our customers and seeing this level of satisfaction is a huge motivator.
It confirms that we’re on the right track but we know there’s always room for improvement.
Diving deeper into the satisfaction data
We didn’t stop at just the overall satisfaction score; we wanted to understand the nuances of what makes our customers happy (and what could be improved). Here’s a breakdown of some key findings:
- Customer support: Our shining star. The vast majority of respondents praised our customer support team for their responsiveness knowledge and friendliness. It’s clear that our dedication to offering exceptional support is resonating with our customers.
- Value for money: We’re proud to offer competitive prices and our customers seem to appreciate it. The survey indicated that the majority of customers feel they are getting great value for their money.
- Reliability: The survey revealed that our customers highly value the reliability of our services. Our network infrastructure and commitment to uptime seem to be paying off!
- Ease of use: We’re constantly working to make our services as user-friendly as possible and it’s clear our efforts are paying off. The survey highlighted the ease of use of our platform and services as a key positive.
Areas for improvement
While the overall results were very positive we’re always striving to improve.
The survey also highlighted some areas where we can do better:
- Website navigation: While many customers praised the user-friendliness of our services some feedback indicated that our website could be more intuitive and easier to navigate. We’ll be taking a close look at the website structure and user experience to address this feedback.
- Billing transparency: Some customers expressed a desire for greater transparency around billing. We’ll be reviewing our billing processes to ensure they are clear accurate and easy to understand.
- Product expansion: Our customers are always asking for new features and services. We’ll be carefully considering all of the feedback we received to determine the best ways to expand our product offerings.
Implementing the feedback
We are committed to using this feedback to make Contabo even better.
We’ll be implementing a number of initiatives over the coming months including:
- Website redesign: We’ll be investing in a complete website redesign with an emphasis on improved navigation and a more user-friendly experience.
- Enhanced customer support: We’re continually investing in our customer support team providing them with the latest training and resources to ensure they can provide the best possible assistance.
- New product development: We’re actively working on developing new products and services to meet the evolving needs of our customers.
A sincere thank you
To all the customers who took the time to participate in the survey thank you! Your feedback is incredibly valuable to us and it’s helping us to shape the future of Contabo.
The winners are…
As a token of our appreciation we raffled off 3 x 100 Euro credits to lucky winners who participated in the survey.
Congratulations to the winners:
- Frank B. from Troisdorf (Germany)
- Dragan T. from Skopje (Macedonia)
- Matt B. from Warsaw (Poland)
We hope you enjoy the credit!
Looking ahead
The 2018 customer survey was a huge success and we’re incredibly grateful for the feedback we received.
It’s clear that our customers are happy with our services but we’re always looking for ways to improve.
We’ll continue to listen to our customers evolve our services and strive to provide the best possible experience.
Thank you again for your continued support!
Bonus: A deeper dive into some of the key data points
To provide even more context let’s dive a little deeper into some of the key data points we found:
Customer support satisfaction
The survey revealed that an astounding 98% of respondents were satisfied with our customer support.
This is a testament to the hard work and dedication of our support team who are always going above and beyond to assist customers.
How we’re striving for even better support:
- Investing in training: We invest heavily in training our support team on the latest technologies and best practices. This ensures they have the knowledge and skills to answer any customer questions and provide the best possible assistance.
- Building a supportive culture: We foster a culture of customer-centricity within the support team. This means that every team member is focused on providing exceptional support and they are empowered to go the extra mile to make our customers happy.
- Leveraging technology: We are always looking for ways to leverage technology to improve our support process. This includes implementing new ticketing systems knowledge bases and self-service tools to make it easier for customers to get the help they need.
Value for money
The survey found that 92% of respondents felt they were getting good value for money from Contabo.
This shows that we’re succeeding in offering competitive pricing without compromising on quality.
Maintaining value for our customers:
- Negotiating with vendors: We work hard to negotiate the best possible prices from our vendors which allows us to pass those savings on to our customers.
- Optimizing costs: We are always looking for ways to optimize our operations and reduce costs without compromising on quality. This allows us to offer our services at competitive prices.
- Continuously evaluating pricing: We regularly review our pricing to ensure that it remains competitive and fair for our customers. We take into account market trends industry standards and customer feedback when making pricing decisions.
Reliability
The survey revealed that 95% of respondents were satisfied with the reliability of our services.
This is a critical factor for many businesses and we are committed to providing our customers with a highly reliable service.
Ensuring reliability for our customers:
- Robust infrastructure: We have invested heavily in our network infrastructure to ensure that our services are always available. This includes redundant systems data centers and network connections.
- Constant monitoring: We monitor our systems 24/7 to proactively identify and address any potential issues. This ensures that any problems are resolved quickly minimizing downtime and disruption.
- Regular maintenance: We perform regular maintenance on our systems to ensure they are running smoothly and efficiently. This helps to prevent problems and maximize uptime.
Ease of use
The survey found that 90% of respondents found our services easy to use.
This is a huge testament to our commitment to user-friendliness and it is a key driver of our success.
Ensuring our services are easy to use:
- Intuitive design: We work with expert designers to ensure that our user interfaces are intuitive and easy to navigate. We use clear language logical layouts and consistent design elements to make it simple for customers to find what they need.
- Comprehensive documentation: We provide detailed documentation and tutorials to help our customers learn how to use our services. This includes step-by-step guides FAQs and video tutorials.
- Dedicated support: Our customer support team is always available to assist with any questions or issues our customers may have.