Several weeks ago, we sent a survey to all our customers which had the following main objectives:
- Become more familiar with the profile of the people that use our services
- Know what is the perception our customers have of our services
- Know what is the perception our customers have of our company (Funio)
- Gather comments and suggestions for each of the previous aspects to better prioritize our projects
We are very satisfied with the response volume to the survey, and we would like to sincerely thank all those who have participated. As planned, a draw was made among the respondents that had left their coordinates at the end of the survey. The 21 winners that share over $600 in prizes have been contacted and mentioned in a previous article.
In order to pursue our spirit of collaboration and exchange with our customers, we have decided to share our main findings after revising the results of our survey. Here are our first observations.
Improvement to the Consistency of our Service
We have noticed that the perception our customers have of our services varies quite a bit. A large portion of our customers are satisfied by our services and congratulate us (more than 80% as per the survey), but a non-negligible number (approximately 20%) consider them “average” to inadequate. This number does not correspond to our service objectives.
When we asked what our main strengths and weaknesses were, certain answers ended up in both categories. Out of this list of answers, we found that our customer service and our online management interfaces were both part of the “strong” and “weak” lists. We also noticed that results from different customers contradict themselves, for instance, that one of our strengths is simplicity, but that one of our weaknesses is complexity.
These contradictions are also found in our customer profiles that we already knew to be widely varied and that our survey results confirm. For example, we offer services to customers that consider themselves as people that have no technical knowledge whatsoever, whereas other customers have years of experience as Web experts.
Consistency of our Technical Support
We believe that the gap we find between customer profiles is an element that contributes to create the difference in perception described above. Obviously, it is up to us to adapt our approach and our responses to these different profiles. Consequently, we will pursue certain potential solutions.
Indeed, all our customers are currently being directed towards our two levels of support. The first level seems well adapted to our customers that have less technical knowledge, however it is not suitable for those who have a greater expertise. Our processes must be revised in order to better adapt to this reality, and our support staff must receive the necessary training to better evaluate what profile they are faced with.
Consistency in the Stability of our Infrastructures
Consistency also takes place, inevitably, in the stability of our infrastructures. Once again, our survey reveals similar concerns to the ones surrounding our customer service: more than 80% of our customers appreciate the stability of our infrastructures, and less than 20% find unstable the server on which they are hosted.
In the past year, we have made important investments in the renewal of part of our server farm that contained servers that were over 5 years old. We have achieved, with this project, the standardization of the our entire server infrastructure and ensured ourselves of its reliability. These new servers have already proven their stability. In fact, they are more stable than ever, and that makes us very proud!
Overall server standardization is still ongoing, which will allow us to reinforce the consistency of our support level, and make sure that all our customers benefit from the same infrastructure reliability and stability.
Note: This article is the first of a series of 3 articles that relates our observations following the recent survey we had sent to our customers. The next article focuses on the improvement our of communications and our presence for our customers.
