One call is all it takes to galvanise our team into resolving your issue–whatever it takes.
Our FirstCall Promise™ is really an attitude elevated to the status of a formal commitment. The principle enshrined is that you’ll only have to call us once to report a problem, and this will be enough to trigger a rigorous process of escalation that always, always ends in a satisfactory resolution.
We’ll listen carefully, we’ll get to work and we won't rest until you're satisfied.
It’s a big promise, and one we don’t make lightly. But it’s indicative of a work ethic and a devotion to customer service that have put us among the fastest-growing companies in our industry.
Here’s how we ensure that our Promise is always honoured.
No Junior Technicians, Helpdesks or Gatekeepers
We’ve dispensed with the conventional hurdles so that you talk straightway to experienced IT professionals steeped in our corporate ethos of ‘creative worry’. (It’s a policy of ours that everyone who works for us should be a born worrier, anticipating problems before they arise and habitually obsessing about our clients’ best interests. Their passion for hosting is there to support your passion for business).
Result: We cut to the chase first time, every time.
Personal TAM for Complex Hosting Solutions
If your Hosting configuration is a particularly complex one, we’ll provide you with a single point of contact – a Technical Account Manager (TAM) who will develop a deep understanding of your hosting configuration, network and product mix and will becomes a trusted resource for your server administration team. You’ll be provided with access to a direct line to your TAM, connecting you at any time, day or night. Give us a call and we’ll explain the huge benefits in speed, efficiency and peace of mind conferred by our TAM programme.
A Service Measure That Makes a Real Difference
Great service is an art – but it’s a science, too, and should be measured and evaluated to promote a continuous gradient of improvement. Net Promoter® is the most comprehensive way for businesses to track and plan success, and PEER 1 Hosting is an enthusiastic advocate. We simply ask our clients, "Would you recommend PEER 1 Hosting to a friend or colleague?" and they answer in terms of a simple numerical scale. We use the results to calculate our Net Promoter Score (NPS). Our NPS score as of May 31st, 2012 is 34. The industry average NPS is just 4*.
If we're not getting top marks we know we're just not good enough, and we take appropriate steps to improve.
We want you to recommend us to others, but we need to earn that privilege.
Recently, we changed our methodology and are now measuring our NPS on a quarterly basis rather than annually. This allows our support team to respond faster to customer feedback and make improvements to our service delivery.
For instance, we've improved our basic monitoring service, support ticket system and on-boarding process based on input from the previous survey. Our customers have since rewarded us with an NPS of 36, where the average for IT support services is just 7. While this is a good result, we're not satisfied. We won't rest until we're blazing a trail for all service providers. This means topping the likes of Apple, Amazon, and Zappos. We're obsessed with this goal.
Talk to us now about our latest service innovations.
Not Happy? We'll Give You Your Money Back
It’s a classic type of service guarantee, but in the end it’s the most convincing one. If we ever slip up, we'll credit your account right away - usually before you have time to ask. That's because our SLAs are iron-clad. If you're not delighted with our service within the first 30 days of your account being activated, we'll just give you your money back. Talk to us now and discover what real peace of mind means.
The Smarter Way to a Faster Fix
When an issue occurs, every second counts. So we use our SmartKey™ technology to access your servers directly. Not only does it employ rock-solid security measures to protect your data, but all our actions are tracked for your added peace of mind. Talk to us now about the benefits SmartKey can offer your business.
*2012 Satmetrix Net Promoter® Benchmark Study