Although Shock Media has always focused on the quality of its services and optimal customer satisfaction, this was crowned in 2021 by achieving the highest international quality standard, the ISO 9001 certification. We were able to add this to the ISO27001 and NEN7510 certifications that we have held for many years.
Of course, we want to continuously improve our Managed Hosting services. That’s why, in January 2022, just like last year, another customer satisfaction survey was conducted. This showed that Shock Media scores even better with its customers than in 2021!
What does the ISO9001 certification entail?
As part of the ISO9001 certification, Shock Media has implemented a quality management system. This means that both internal processes and the quality of our Managed Hosting services are continuously monitored, and opportunities for improvement are constantly explored. We also pay great attention to gathering customer feedback and increasing customer satisfaction. This is done by actively asking customers for their opinions on certain aspects of our services, but also by handling any complaints, incidents, or problems in a structured manner and to the customer’s full satisfaction, and using these to improve. In addition, Shock Media undergoes extensive internal and external quality audits every year.
Higher scores across all areas!
To continuously work on improving our services, we conducted a customer satisfaction survey in January 2022, just like last year. During the survey, questions were asked in 12 areas, which our customers could rate from 1 to 5 stars. There was also the opportunity to provide comments or suggestions for improvement. This again resulted in a lot of valuable feedback.
In the graph above, you can see the results of the 2022 customer satisfaction survey compared to those from 2021. We scored higher in every area than last year. Our team works 24/7, 365 days a year, tirelessly to optimize and improve our services. Based on the feedback from the 2021 survey, we implemented various measures. We are extremely proud that the effectiveness of all these measures has already become so clearly visible.
Across all areas, we achieved an average score of 4.5 out of 5. This year as well, our support, the in-depth technical knowledge of our staff, and the stability of our services were particularly highly valued by our customers. The biggest improvements in ratings this year were seen in sales/aftersales, communication about outages, and the speed of our support.
Comments from our customers during the satisfaction survey also provided a lot of useful feedback for further improvement. In addition, there were countless compliments and words of appreciation, which of course we were happy to read.
As the final part of the survey, customers were also asked if they would actively recommend us to friends, family, or other contacts. The score on this question is also known as the Net Promoter Score and is an important and widely used metric in similar surveys to measure satisfaction. On this question, we scored a solid 4.5 out of 5 (a strong 9 out of 10). This shows that the vast majority of respondents from our customer satisfaction survey consider it very likely that they would actively recommend us!
Focusing on continuous improvement
Of course, we are extremely pleased with the appreciation we receive from customers for our Managed Hosting services. However, we are not resting on our laurels and continue to strive for further improvement. There was also plenty of constructive criticism and feedback that we can work on further. As much as possible, we have already taken measures to actively address the areas for improvement identified in the customer satisfaction survey. This will also remain a current topic until the next annual survey.
Customers can, of course, always provide tips or suggestions for improvement, even outside of the survey. All feedback is extremely valuable to us and will be used to further improve our Managed Hosting services!
