For years, Shock Media has distinguished itself by providing high-quality Managed Hosting services and, in 2021, in addition to the ISO 27001 and NEN 7510 certifications achieved in 2015, also obtained its ISO 9001 certification. Shock Media is annually assessed by an external auditor on strict requirements regarding quality and information security.

A component of our ISO 9001 certification is collecting customer feedback and measuring customer satisfaction to identify areas for improvement. While Shock Media has been improving customer satisfaction for years, our services have once again been rated even higher this year! Of course, a great reward for the efforts of our team!

What does the ISO 9001 certification entail?

The ISO 9001 certification is the highest international certification in the field of quality management. Since 2021, Shock Media has been ISO 9001 certified in addition to ISO 27001 and NEN 7510 and has implemented a quality management system for this purpose. This means that both our internal processes and the quality of our Managed Hosting services are continuously monitored and constantly reviewed for opportunities for improvement. Great attention is also paid to obtaining customer feedback and increasing customer satisfaction. On one hand, by actively asking customers for their opinions on certain aspects of our services, and on the other hand, by handling any complaints, incidents, or problems in a structured way and to full satisfaction, and making improvements accordingly. In addition, Shock Media undergoes extensive internal and external quality audits each year.

Our annual customer satisfaction survey

As a Managed Hosting provider where many (international) organizations host their business-critical applications, it is extremely important to continuously monitor the needs, challenges, and wishes of our customers. That’s why we are not only in constant dialogue with our customers, but also conduct a large customer satisfaction survey every year. All our customers are asked to share their opinions on 12 aspects of our services, from sales to technical support and from performance to security. Customers can rate these areas with 1 to 5 stars. We also ask customers for feedback and suggestions for improvement. As always, this provides many valuable insights!

Above you will find the results of the customer satisfaction survey, as well as the results from previous years. You can see that we score higher in all areas compared to previous years. We are, of course, extremely proud of this!

Notable increases are particularly seen in the areas of support (both by phone and by ticket) and the performance of our services. Both areas have seen significant improvements over the past years. So, it is a great reward for our team and very interesting to see that effective measures were taken based on last year’s feedback!

In addition to rating the different aspects of our services, our customers could also suggest possible improvements. This yielded a lot of valuable feedback, which we will be working on in the coming period. Ultimately, the goal is to further improve the quality of our services. We have also received many wonderful compliments from our customers, for which we are extremely grateful!

At Shock Media, we invest a lot of energy in our customers and are happy to invest in a pleasant, successful, and long-term collaboration. This is reflected in the feedback we receive from our customers. We take responsibility for the services we provide, but also proactively think along with improvements that may not directly fall within our services. The ultimate goal is to achieve success together!

Every year, measuring the so-called Net Promoter Score (NPS) is also an important part of our customer satisfaction survey and a good indicator of our customers’ level of satisfaction. We ask whether customers would actively recommend us to friends, family, or other contacts. We score 4.6 out of 5 on this (over 9.2 on a scale of 10). So, almost all of our customers would actively recommend us!

Continuous improvement is our strength!

Although we are, of course, greatly flattered by all the compliments and high scores our customers give us, our strength lies in also focusing on the critical feedback. We make a thorough analysis of these points and immediately look at what measures we can take to further improve our Managed Hosting services. As a result of our recent customer satisfaction survey, several actions have already been initiated, and more will follow throughout the year!

Would you also like to contribute to the quality of our services?

Would you also like to contribute to the quality of our services, the success of our customers, and become part of our team? Then view our vacancies here