I would like to wish a BIG happy holiday season and a fabulous New Year to our customers, team mates, family and friends. When I reflect on 2013 there is so much to be thankful for.
This year we proved that our cloud computing products were architected with incredible brilliance. We received a third party validation that HOSTING’s cloud performance out-shined the competition.
HOSTING also proved that 100% uptime can be a reality and delivered on that promise. HOSTING’s Critical Availability Service™ offers a payout of two times – yes, 2x! – the entire monthly solution costs – unlike anything else in the hosting industry.
Of course high availability and cloud performance are game stakes for a managed cloud servics provider. But if there is one thing that sets HOSTING apart from the literally 1,000’s of other cloud service providers, it’s our service. Our customers tell us this day in and day out. And we strive every day to listen: In 2013, we tenaciously worked toward our mission of creating the best customer experience, and reached top-tier Net Promoter Score (NPS) results in 2013. Our customers’ experience is core to our culture. So much so, that our team bonus is based on NPS survey results. When I share this concept, many people are surprised to find that our customers “vote” on our bonus. At HOSTING, this concept is natural – we feel it’s important to put our money where our mouth is.
Let me put this into perspective and tell you why I am so proud of our NPS survey results. For the last half of the year (our bonus period), we exceeded our target NPS goals with a 60.12% average – based on 26% of our customers responding to our satisfaction survey.
You may be asking yourself, “So what?”
If you look at other technology companies or related industries, and those NPS scores compared to HOSTING, you can quickly see why I am so proud. Apple is the technology company with the highest NPS scores at 70-76% (according to the Satmetrix 2013 Net Promoter Industry Benchmark report). The computer hardware industry, as a whole, has an average NPS of 32%. The online search and information industry has an average NPS of 43%. Again, HOSTING’s NPS average is 60.12%.
As I always say, our success is possible because of the amazing people I work with! We truly do have the best team in cloud computing and the hosting industry. As I close out 2013, I find that, for this, I am very thankful.
And of course I want to thank our prospects and customers. Without them, this would not be possible. They consistently provide the feedback that enables us to understand, iterative and improve our customer experience. HOSTING will carry this practice of continuous improvement based on customer input in to the New Year, and so, I look forward to an even better 2014!
May you all have a Happy New Year!