At the end of 2016 we ran our traditional client survey to take a snapshot of the current profile of our users and to measure their satisfaction levels with our service. When we received the first results we were quite excited, but at the same time we opened them with little fear. After all, we doubled our client base in 2016 and we were eager to see if we have managed to keep the high satisfaction rates of the previous years.
To our big surprise, the executive summary of the survey analyst read along those lines: “Guys, we've analysed your annual surveys for five years and we had seen a steady upward trend each year. This year we thought that there was nowhere higher to go anymore. However you proved us wrong and once again exceeded some already skyrocketing numbers of satisfaction!”. So here are some of the key findings from the 2016 survey.
Over 96% satisfaction rate with our hosting service
We have four key indicators to measure the customer satisfaction with our hosting service. Customers have to rate our security, uptime, speed and support. The average of all indicators shows 96.8% satisfaction rate for 2016. We didn’t think it was possible to beat last year’s result (95%) but it happened!
95% of customers consider SiteGround better than other providers
We know that most of our customers (83%) have a previous, or even current, experience with other hosts. So we asked them to rate us against other hosts they’ve used. Their answers show that 95% of our customers have a better experience with us. Quite a compliment!
Developers and designers are our biggest group of customers
The client profiling question is among our favorite for many reasons. Of course it helps us to better address specific needs, based on the client profile. But also it shows us how diverse our customers are. Our biggest group of customers (over 39%) define themselves as developers or designers. But we have also seen a big growth in the number of other creative professionals who use our hosting like bloggers, photographers, music and video creators etc.
WordPress is the CMS of choice of our users
In 2016 we see a further 10% increase in the popularity of WordPress among our users. It is by far the most popular CMS on our platform, chosen by more than two thirds of our users. This acknowledges both the popularity and importance of WordPress for the web as a whole, as well as the positive result of our efforts to provide a very high quality service for the users of this software.
We would like to thank all our customers who participated in the survey. Your feedback is invaluable for guiding our path in 2017 and making our service even better this year!