This is the final article out of a series of 3 that relates our observations following the evaluation of the results found in a recent survey sent to all our customers. The previous article discussed the improvement of our communications and our presence for our customers.
Preserving an excellent quality-price ratio
The survey confirms that our customers appreciate the Funio quality-price ratio. Consequently, it is imperative that we keep this advantage, and we firmly intend to do so, in addition to pursuing ongoing improvements and those mentioned in our previous articles (1/3 and 2/3).
Obviously, there exists web hosting solutions for all wallets. One of our objectives is to make available solutions that were not before, either because they were simply non-existent, too complex or too expensive. We always consider this quality-price ratio when developing new products. For example, we are looking into the possible implementation of a complete Backup management solution, for which 65% of our customers demonstrated an interest.
Support Services
That being said, our customers have different needs, which is why we have asked in our survey if the possibility of adding a purchasable support service would be a viable option. Do note that we do not speak of billing all our customers for a support platform; technical support would continue to be part of our offer. Our survey revealed that 75% of our customers would not be interested in using this type of service, but that 25% would have an interest based on different prices or suggested offers. However, we still have many obstacles to face before implementing such a solution. We absolutely wish to avoid having our “customers pay to obtain service”, and we wish to minimize the effects of a “2-speed service”.
The idea behind the concept of a personalized support is to find a way for us to adapt to different customer profiles, which also serves the purpose of opening the possibility of “obtaining more” to customers who have a desire for it. In other terms, it means providing shorter response delays, more detailed answers, a more personalized service, access to advanced technical expertise and other such advantages, all within the same quality-price ratio, without penalizing the customers that would not opt for this additional service. This represents a tremendous challenge, and should we fail at finding solutions to these obstacles, we would not launch this service.
Thank You
This was the last article related to the results of our recent survey. We would like to sincerely thank you again for your participation, and we wish that you will continue to send us your suggestions and comments. We cannot repeat this often enough: we appreciate and work with every comment that is transmitted to us.
