20 Dec

2013

Thank you for the “Boring” 2013!

Customer Survey 2013

The company conducting the SiteGround client satisfaction survey sent me the results yesterday. Their recap in the email was short: your data is plain boring! And yes, thank God, this was not “an interesting year” as far as it comes to business results and customer satisfaction! I would like to thank all the people, who participated in our 2013 customer survey and provided us with this great feedback. Keep reading for a summary of the most important results.

Outstanding satisfaction levels. Again!

When we did the survey last year, I thought it will be very hard to reach such satisfaction levels ever again. However, 2013 was just as good, if you compare the overall satisfaction levels, and even better in terms of number of people rating  all the different aspects of our service as outstanding.

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Better awareness of our geekyness

The challenge revealed by the 2012 year survey was that nearly 30% of our customers were not able to evaluate SiteGround level of technological innovation and special application expertise. This fact triggered a vast change in our overall communication strategy, including the total company rebranding. The results we have achieved are really good: the percentage of the people that perceive us as a highly innovative hosting provider with special expertise in the application they use has increased significantly, especially in the two main user groups we targeted during the last year – WordPress and Joomla users.

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More new customers

We have seen a steady growth in the new customer acquisition, especially in the second part of the year after the rebranding was launched. This was clearly seen in the rise of the percentage of people that took the survey and have signed in during the last 6 months, as compared to the last year.

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Next year challenges

It seems that our biggest challenge for the next year is to continue to communicate successfully our strengths and to handle the growth in a way that will not decrease the customer satisfaction levels. We also had 2 separate sets of questions for our Reseller and Cloud service users and we believe they revealed interesting opportunities for development of these segments.

And finally — the iPad winner!

I would like to thank once again all the people that filled out the survey. The participation rate again was amazing! This year an iPad award was also drawn and it goes to Amy Archer from Sweden, who is one of the many new customers that joined in the last six month by signing up for a GoGeek account! Congratulations!

Author: Lilyana Yakimova

Marketing Director

I have been with SiteGround since it was born and it has always amazed me to watch this company grow and develop its unique personality. My rewarding and challenging job is to help SiteGround communicate its strengths in the best way possible, learn from its mistakes and become a better person, oops, I meant a better brand!

Comments (11):

  1. Adrian Salas Chacon says:

    I can not be happy with you, I could see my wetsite in many months, I ask you to help me, I paid for the annuity and other payments more and still nothing.

    Adrian

    • Julius says:

      After troubleshooting the issue, our support agents found that you have tried to copy a Joomla 3.0 website to a Joomla 1.5 installation, which couldn’t possibly work due to the versions incompatibility.

      That’s like expecting a backup of a ford focus to become a BMW 7 series upon re-installation

    • Hristo says:

      Adrian, I looked into your case in details and our tech guys have already done their best to assist you: On October 24th you reported a technical error on your website. After troubleshooting the issue, our support agents found that you have tried to copy a Joomla 3.0 website to a Joomla 1.5 installation, which couldn’t possibly work due to the versions incompatibility. That’s why, at the time we suggested a backup restore from an earlier date in October before you made the major changes on your website.

      However, you did not request the backup until December 4th – asking for a backup from October 15th. We informed you that backup copies are only kept for 30 days back, so the oldest backup of your website available at that time was from November 10th. After a confirmation on your part that backup copy was restored successfully. We’re sorry if that backup did not match your expectations, but it’s really the best we could do at such late notice. If you have any other requests, please update the ticket in your HelpDesk.

  2. gobbe says:

    the website is not very good protected, your intervention with very high prices and possibility to access without security…I’m very put in difficulties …

    • Hristo says:

      Our tech guys performed a detailed security audit and malicious code cleaning of your website, as requested by you on Dec 28th. After all faults were fixed, we recommended an upgrade of your outdated Joomla 1.6 installation to the latest release- Joomla 2.5, since your version was not only vulnerable, but also no longer supported, which only meant that you might continue to experience security issues. After we upgraded your Joomla to the latest version, we also suggested that you change your website template with one of our free 2.5 templates, to make sure your installation version is consistent with your template version. Your security issues were fixed and your website works and looks just fine now. If you would like to change the template of your website, however, you can check our Joomla 2.5 Templates gallery available here: http://www.siteground.com/joomla-templates.htm

  3. Stephan Herby says:

    Go on Lilyana, Your team rocks. I always get a wonderfull support, your server works very well and security is very well handled, so… don’t mind about bas comments here, they do not reflect truth ! A vey satisfied client :¬p

  4. Alain Badan says:

    All my sites are hosted on SiteGround servers since march 2013 and all I can say is:
    – fast and reliable servers.
    – very good hosting and features.
    – perfect support and friendly peoples.
    So I can only give 5 stars !
    Continue your good work !
    All the best.

  5. Jostyn Fayre says:

    After disappointing results from a number of other hosting companies I believe I’ve found one that I’ll be with for some time.
    As a result of your excellent uptime and service level I have moved 2 of my customers to Siteground already.
    Keep it up – 10 star rating!
    All the best

  6. James says:

    Great results. keep up the good work guys!

  7. Jorge Gonzalez Alonso says:

    Excellent service, good price. Every time I asked something about requirements, or facilities, the response has been quick and technically adequate. I maintain three sites on Siteground and recommend it to my clients. Congratulations

  8. Dan says:

    Hey guys. Thought I’d send some love here. Been a big fan of you guys for a while. Best host I’ve used yet. Always up to date with great new tech and making it very cheap to get high quality goods shipped.

    Cheers :) Here’s to another boring year!