About a year ago we acquired the German hosting company Netdirekt, and with the anniversary approaching we decided to check-in with our German customers to get their feedback on our services. One of the most important things Leaseweb tries to achieve is fostering relationships with our clients. By listening to them, we can better understand their needs. That’s why we recently conducted our German customer satisfaction survey.
We surveyed over 1,300 of our German customers, who use Leaseweb’s dedicated servers in a diverse range of industries, including online gaming, e-commerce and various other IT infrastructure intensive businesses. We were thrilled to hear back from many senior-level IT directors and CEOs. What’s more, we got some great insights from the results of the survey. Our results revealed that almost a quarter of those surveyed have experienced noticeable improvements in the level of service since our takeover from Netdirekt, whilst 70% of those surveyed reported satisfaction across all departments.
We realise, that although it’s great to receive positive feedback, it is how we address the slightly less positive feedback that is most important. So what’s next? Well, the short answer is “a lot”! Having gone through each and every response, we have come up with a number of areas in which we can make our services better than ever. Since then we’ve been developing a plan of action, with the sole objective of not just achieving but over-achieving on our customers’ needs and requirements.
An example of an area we have addressed already is to almost double the amount of employees in Leaseweb’s admin, sales and support department. Through doing this we have been able to significantly improve our response and – more importantly – issue-resolution times. Furthermore, as of this month we will be extending our level of support in order to better address customer requests regarding more technically complex and in-depth issues. We were reminded that servers are not just required 9 – 5, and we’ve responded by implementing a brand new shift structure offering around-the-clock support. This means that if our German customers experience problems with their servers at any time of the day or night, there will be a member of the team on hand to take your calls and offer our professional advice to get you back up and running as soon as possible.
As you can see, the survey has been extremely useful already in prompting some changes – whilst paving the way for many more. We are constantly engaged in improving and upgrading the services we offer, as you may have seen from some of our previous blog posts. And we don’t intend to stop here. From now on we’ll be measuring our customers’ satisfaction through similar surveys twice a year – so you can expect to hear from us for your views very soon!