I want to thank all of you who have clicked on the “Advise Us” link and taken the time to fill out our survey.
The major thing that I’ve come away with is that our website needs to be upgraded in at least four major ways.
1) It needs to be responsive so that it is viewable and operational on smart phones and tablets. This was not only stated, especially where e-mail is concerned, but also implied by the fact that so few of our customers are connecting via a smart phones even though in 2012, they made up over 25% of primary browsers and probably even more today. Those are essentially lost customers.
2) It needs a modern interface. People are asking for features and information that is already present which is a strong indicator that said features and information are too difficult to find. People also indicated a desire for better aesthetics.
3) There is a need for information that currently is not available on our website.
4) There is a desire for web applications to do certain things easily such as leaving a vacation message, configuring domain hosting and other services online, etc.
A lot of the complaints centered around problems that have been resolved for the last year or year and a half. We haven’t had a single crash since we upgraded the infrastructure and there have only a few short unintended outages, the result of upgrades gone bad. Not much I can do about the past.
A lot of people would like us to provide our own high speed access. Unfortunately, the level of capitalization that requires works on a scale of millions of customers but not on a scale of hundreds or even thousands so we are forced to work with telephone companies and wholesale providers.
Virtually all respondents said we needed better documentation.