New research suggests that local customer support and technical knowledge have become key factors in people’s decisions regarding changing a web host. This represents a significant departure from what has for some time been the main reason for web hosting migration, cost.
The research, which was conducted by Manchester, UK-based web host,
34SP.com, suggested that 48% of those questioned suggested the absence of local customer support (support outside the UK) or lack of technical knowledge amongst a web host’s staff would drive them towards other web hosts, compared to 21% who suggested price increases would be a determining factor. In addition, the survey suggests that people would be prepared to pay more to receive a superior level of customer service, particularly local service.
While service is key to driving customers towards web hosts, outages are key to driving them away. The survey suggests 34% of those surveyed would change host should they experience “between three and five” website crashes in a 12 month period. “At 34SP.com we know the value businesses place on having a dedicated and competent customer support team,” explained Daniel Foster, 34SP.com’s Technical Director. “That’s why we offer high levels of technical support, with a team of professionally trained, English speaking technical experts. Our research shows that businesses are moving away from cheaper hosting packages and are now willing to invest in a professional web host that provides a fully comprehensive package including excellent technical support.”
Is this true? What would drive you to switch hosts? Let us know the details. Add your comments below.
