Customer Council #3: Your feedback

As part of our desire for constant improvement, we recently founded a “Customer Council”. Any customer can be on the council and in return for completing a short monthly survey, they receive a £5/hour discount on our support services. If you’d like to join the council, fill in this form: https://zcmp.eu/qR2b

22 customers completed the survey. The customers represented a broad mix of small and household name brands, white-label agency customers, hosting only and heavy support users.

Summary of what you said:

Current feeling of being a Dorset Tech customer

We use the “NPS” method of measuring customer satisfaction. Anyone that answers less than 6/10 is a “Detractor”, 7-8/10 is passive and 9-10 is a promoter. That yellow zone means that on the whole you’re very neutral about us – 8/10 kind of score. This seems to be trending upwards since we started.

In general this is a “good” NPS score, but we’re not happy with it at all and will be working on it in coming months.

Would you rather always speak to the same team member, or would you prefer getting a quicker response time to enquiries by having any team member respond?

Much like the question last month, this was really interesting for me. When we were small you’d always talk to the same person as they were often the only person that knew your site. There were times when we felt we were letting you down as your usual contact would be on holiday or out to a meeting. These days, all of our team are directly accessible via our appointment form or the ticket system if required, but we learned a long time ago that for the tickets that come in it’s best to assign the ticket to the most suitable person. Even a single ticket could be more efficient if we split it up into 3-4 tasks and assign each one to a different specialist. For the most part, if a ticket isn’t urgent we try to assign to the same person, but this is actually more inefficient.

Based on your comments, we’re looking at offering a monthly support package that includes all website “fixes” for a flat monthly fee.

Based on these results, we developed 3 packages and the first 2 have been launched. You can now buy them on the Support Packages Page.

Would you potentially be interested in paying for a cyber security specialist to conduct “penetration testing” (ethical hacking) to see how secure your site/platform is and identify a report of actions you can take to avoid real hackers exploiting any vulnerabilities?

We’re still exploring this and will come back to it at a later date.

Would you potentially be interested in some kind of “VIP” status that gave you 24/7 support, a “bat phone” number, a premium SLA and unlimited wordpress fixes?

Ok, the council have spoken – we’ll ditch this for now. Hero Host will still be implementing 24/7 support but this will be a different team.

Comments from you

Positives

I would definitely be interested in this package, with the support details you have mentioned. Site speed and SEO is something I would really like to improve
Good Idea

Neutral Comments

It would be good to know how much i effectively end up paying for these items currently.
If I was doing good sales, I may have been interested, but as I hardly sell anything on my website (nothing to do with your hosting), I could not afford this
When the sales increase, maybe consider the support package option but currently not in a position to commit on a monthly basis
Not really sure as my understanding of the descriptions isn’t exactly great!
I do like the idea but I wouldn’t be able to afford those prices
Don’t know if I could afford another £600 a year to have this
I think my website/sales is far too small to take this up, thank you

Negatives

We would prefer to avoid subscriptions – NB: We do allow annual payment
I don’t really understand what this would give me – are you not already on hand for when things go wrong? NB: Yes we are, but we charge for our time, this would be a fixed price option
Again I don’t really understand the terminology so cannot properly comment – NB: Will try to simplify