Sharing our live customer satisfaction ratings

Sample customer satisfaction graphWe’re now publishing our live customer satisfaction ratings.

This is another element of delivering on our commitment to transparency as defined in the Bytemark Manifesto.

It’s also an important driver of our growth: happy customers are customers who stay and help us grow by recommending us.

This also means we never employ “used car salesman” tactics and we don’t do things that disadvantage our existing customers in favour of new business.

Instead, we build great products in-house, backed by outstanding support — and now we can prove publicly that we offer the latter.

How we measure customer satisfaction

The live data comes directly from our support ticketing system.

We ask everyone that we help through a support request (ticket) to rate their experience as “excellent”, “satisfactory” or “unsatisfactory”. We do this by email, after the ticket is considered resolved.

The headline satisfaction figure is the percentage of tickets rated “excellent” or “satisfactory” (excluding unrated tickets).

Right now, only about 25% of our requests for a rating are responded to, but we hope publicly displaying this data will make that go up. We’ve added a link to this page in the email that goes out asking for a rating.

We’re really pleased to be sharing this live data which, as far as we can tell, is unique in the UK hosting industry. If you have any thoughts or questions, just drop us a comment below.