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Customer Satisfaction Survey Results

September 10, 2012 at 12:13 PM

Hello Geeks,

I would first like to thank everyone who participated in our customer survey last month. The survey ran for 30 days and had a response rate of approximately 13.5%.

We are very happy to see feedback from our users and their comments regarding our service. We've received a lot of really great ideas and suggestions, some of which we've already implemented. We really do like to hear from you -- your feedback is what helps know what we're doing right and/or wrong and what we should add and/or change.

Contest Drawing

This survey featured a contest where participants could opt-in for a chance to win a $50 gift certificate to ThinkGeek. Of everyone who took the survey, 91.5% opted into the contest. The winner of the contest was J. Wiater! Congratulations!

The Results

Question #1: How convenient is our new Account Management portal (http://www.geekstorage.com/my) to use?

Results: 98.9% of our users reported that our new portal is convenient to use, with 1.3% reporting that it isnt.

Question #2: Compared to your previous web host, is our service quality better, worse, or about the same?

Results: 86.6% of our users reported our quality of service was better than their previous host, with 7.9% reporting its roughly the same quality as their previous host and 5.4% reporting that its worse.

Question #3: Compared to our competitors, are our prices more reasonable, less reasonable, or about the same?

Results: 62.6% of our users reported that our prices are more reasonable than our competitors, with 29.4% reporting they are about as reasonable and 7.9% reporting that they are less reasonable.

Question #4: Do our Sales, Billing and Support Geeks answer your questions well?

Results: 98.1% of our users reported that our sales, billing and technical support answered their questions well, with 1.8% reporting that their questions weren't answered well.

Question #5: How likely are you to recommend our company to people you know ?

Results: 95.7% of our users reported that they are likely to recommend our company to people they know, with 4.2% reporting that they would not recommend us.

Question #6: Would you be interested in Windows web hosting if we offered it?

Results: 79.9% of our users reported that they would not be interested in Windows hosting, 20.1% stated that they would be interested.

In Conclusion

We're very happy to know that we are doing things right (most of the time) and have been able to offer a service our users believe is not only better than their previous hosts, but also cheaper. Also, it's great to see that our customer service has scored high marks! In addition to all of the numbers, many users left feedback and comments for us that have been very helpful for us to see.

Thank you for participating in this survey, we really do appreciate it!


Jay Higdon