How do our customers rate us in 2026?

As every year, at the beginning of this year we sent our customer satisfaction survey to all our customers. Just like in previous years, they were able to rate our services on 12 different aspects with 1 to 5 stars. This included topics such as the support from our sales team, the handling of support requests, and the stability and performance of our services. For each aspect, customers also had the opportunity to provide written feedback. Once again, we scored excellently on all aspects, and of course we are very proud of that!

High engagement from our customers

Our customer satisfaction survey shows that our customers rate us even better on almost all aspects compared to previous years. In addition, the number of responses has increased significantly. This says a lot about the willingness of our customers to provide feedback and the level of engagement they have with Shock Media. We are of course grateful for this, as it further strengthens the validity of the results of our survey.

Customer satisfaction increased in several areas

Looking at the results, it is clear that we score better on several aspects than in previous years. For example, our sales team is rated significantly higher, and the performance and security of our Managed Hosting services also receive strong scores.

Another point that immediately stands out is the positive experience customers have with our price-quality ratio. Naturally, we work hard to provide the best possible service and experience. The improvements we implemented earlier appear to have had a clear impact on the customer experience.

The 2026 customer satisfaction survey shows a consistently high level of satisfaction, with scores between 4.4 and 4.7 on a scale of 5. The highest scoring categories relate to the security and stability of our services. Our technical knowledge and support are also highly appreciated by our customers. As a Managed Hosting specialist, these are the areas in which we can truly excel and we do.

Our strength is continuous improvement

Although we are naturally very proud of all the positive ratings and feedback, it is in our DNA to continuously look for areas of improvement. Following this customer satisfaction survey, an extensive analysis was conducted, resulting in various points for improvement to further enhance our services and the customer experience. For example, based on feedback from last year’s customer satisfaction survey, we significantly improved, expanded, and added a large number of functionalities to our customer portal.

In the coming period, we will implement additional measures to further improve the experience our customers have with our support. Various objectives have also been established to provide even more value to our customers through our services and to further relieve them. Of course, these objectives will be evaluated periodically!

Net Promoter Score

As in previous years, we also measure our Net Promoter Score (NPS). This is an important part of our customer satisfaction survey and a good indicator of overall satisfaction. The overall loyalty score of 4.6 (9.2 on a scale of 10) shows that our customers would actively recommend us. All results combined translate into an NPS score of 62, which we are of course very pleased with.

Received feedback

We also see opportunities to further improve ourselves. In addition to rating the various aspects, our customers were also able to suggest improvements. As every year, a lot of useful feedback came from this. Based on the results and feedback, we have already created several improvement measures and action points, which we will work hard on to further enhance our services.