We take customer satisfaction seriously. That is why every year, we take great care to make sure that we carefully gather feedback on what we are doing well and where we could improve our service. Openness and transparency are part of who we are, and that’s why we publish our annual results on four customer satisfaction metrics; overall experience, support, value and Net Promoter Score (NPS). It’s that time of year again, and we are delighted to report that our scores are even better than this time last year. You can see the results in full in the table below.

Overall experience

The number of our clients who rated our service as either “good” or “excellent” is up to an exceptional 99.7% – even higher than last year’s 97.1%. We are really proud that many of our customers felt the overall experience of working with us was good. Part of the reason our customers are so satisfied is the fact that we work hard to provide tailored solutions, demonstrate pro-activity and ensure total commitment to going the extra mile.

Support

Again, we asked how many of our customers over the last year would rate the customer support they received as “good” or “excellent”. This year’s score is up half a percentage point to 98.2%. Our customers said that we offered a consistent and personal service. Over the next 12 months, we will strive to make this even better. We welcome all feedback as to how we could get this score even higher. After all, customer support is exceptionally important to everyone at catalyst2.

Value

In the last of our individual customer satisfaction metrics, we asked clients to rate how they felt about the value for money they got from our web hosting services. The proportion who rated this as “good” or “excellent” was a pleasing 94.6%. We have also been recognised year on year at the ISPA Awards as a top web hosting provider.

Net Promoter Score

This is a slightly different kind of measure – the Net Promoter Score (NPS) is a professional management tool which companies use to measure customer loyalty. It is widely used across many industries; in fact, two-thirds of Fortune 1000 companies are thought to have taken to using this tool. We ask clients to provide honest answers to our satisfaction survey, in order to give us genuine insight into what we could do to improve our services.

We’re very pleased to report that your responses have once again been really positive. The higher the score, the more likely our clients are to recommend or ‘promote’ our services to other potential clients. Although scores vary across different industries, an NPS of over 50 is considered high, and over 70 is exceptional. That’s why we are delighted that for the second year in a row, our score was over 80.

What this means for our customers

We want to make sure that all of our current and potential clients have a clear understanding of what they can expect from us. Here at catalyst2, we pride ourselves on offering an excellent customer experience, holding ourselves accountable when we fall below the high standard that we set out to achieve. If you want to find out more about how we can offer you amazing customer service for all of your managed server hosting needs, get in touch with our friendly team today.

Question200820092010201120122013201420152016201720182019
Overall Experience (Good - Excellent)93.00%93.50%93.60%94.00%97.90%96.80%98.40%97.30%97.0%98.2%97.1%99.7%
Support (Good - Excellent)90.10%94.20%98.60%98.70%98.90%98.60%98.10%97.60%98.6%99.6%97.8%98.2%
Value (Good - Excellent)85.10%85.80%87.50%83.70%87.70%91.20%92.10%94.80%95.1%95.5%93.3%94.6%
Net Promoter Scoren/a5960576563706973808181