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.

A Small Update

What would be the point in mentioning our commitment to transparency if we weren’t willing to admit mistakes? After the customer satisfaction data went live, we discovered that our calculations have been missing out a small number of support tickets.

Tickets were missed from the published ratings if we resolved the issue completely by phone or where the only emails were outbound from Bytemark.

This is because our calculation expected a value in the “last contacted” field of our helpdesk software, which is automatically set when a customer sends an email, not when we send one. If an issue is resolved completely by phone, customers do not receive emails apart from one confirming that the issue is resolved (and requests feedback).

Our Engineering Director, Patrick, has since fixed this anomaly and the live satisfaction ratings are showing both the correct number of tickets as well as an updated satisfaction 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.