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Hosting providers falling short on customer service, with ‘bad experiences’ commonplace

Poor customer experience is commonplace within the web hosting industry, according to research published today by managed cloud hosting company, Hyve.  Despite over 90% of survey respondents saying that customer service is ‘important’ or ‘very important’, 38% report they have been on the receiving end of a ‘bad experience’ with their provider in the last 12 months.

With nearly 40% of hosting customers experiencing problems with their provider, the gap between their service requirements and performance is significant.  The business-critical nature of the services they provide is, according to Hyve, coming into greater focus, with businesses now increasingly aware that service outage or data loss can have an immediate and serious impact on their ability to operate.
 
Jake Madders, Director at Hyve commented: “With the performance of the hosting industry firmly under the spotlight at the moment, providers need to focus on customer service more than ever. Customers need to find a host that can provide a solid infrastructure and a reliable service, but with great customer service at the core." 
 
“We know that good customer service in the hosting industry is not a given,” says Madders. “Historically, providers have often emphasised price ahead of other parts of a rounded hosting package.  As our market matures, and more businesses rely completely on their online presence, customers are gaining greater experience of what’s important to them, and they are taking service capabilities much more into account.”

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