Web Hosting News

INetU Shines in Service: 96.5% Client Satisfaction; NPS of 58

April 24
15:11 2009

iNetU Managed HostingHosting NewsAllentown, PA – INetU Managed Hosting completed its fifth annual customer service survey and the results are in. INetU has achieved a satisfaction rate of 96.5%. More revealing, INetU earned a Net Promoter Score of 58, which is nearly 50% higher than recognized industry leaders.

Net Promoter Score (NPS) is a key customer service metric, defined by the percentage of customers likely to recommend a company to others (promoters) subtracted from the percentage of customers unlikely to do so (detractors).

Other results from the survey:
• 99.1% of customers say that INetU’s network performance meets or exceeds expectations.
• 92.7% of customers are satisfied or extremely satisfied with their Account Manager.
• 94.7% of customers are satisfied or extremely satisfied with INetU’s Support team.

“We are focused on continuous improvement of our services for our clients, so it is pleasing to see that we have achieved industry leading levels of client satisfaction and a high Net Promoter Score,” said Dev Chanchani, President of INetU Managed Hosting. “We take the feedback that our clients provide us very seriously and use it to improve the business. We look forward to implementing some of the best ideas from our clients with the goal of improving our service scores year over year.”

INetU has been sending annual satisfaction surveys since 2005, and have earned a net client satisfaction rating of 95% over that time. 2009 survey results are based on a 25.4% response rate. Net Promoter Score is a metric devised by Frederick F. Reichheld, and was popularized by his 2003 Harvard Business Review article “The One Number You Need to Grow.”

About INetU Managed Hosting
Founded in 1996, INetU has been a managed hosting thought leader throughout the 21st Century. Unlike most other hosting companies, INetU takes an intimate consultative approach to handing their clients’ needs. They offer a suite of services ranging from load testing and PCIcompliant security services, to building complex server environments for business continuity and high availability. INetU’s clients choose INetU over the competition because of their proven performance in helping businesses accomplish their Internet projects, translating to success in their online ventures.

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