The Importance of Our Customers

Thomas — Mon, 19 Mar 2012 20:37:00 -0700

Now that the redesign of our backend system is nearly complete, it's time to move on to the phase we've been internally calling Gandi V4. It will consist of an optimization of our website (for speed, usability, etc) and the introduction of Domain name and Web Hosting tools and web interfaces that some of you have been requesting for months, or even, in some cases, for years.

This is our opportunity to remind you that we are listening.

You can submit your feedback on the lower right-hand side of our contact page.
We carefully monitor this and post it publicly.
A contact address is also available, where you can submit your reactions to our updates, and of course your comments are always welcome right here at the Bar.

We test each version extensively before release, but bugs, some more annoying than others, occasionally persist. You are always welcome to submit a bug report with a link to a screenshot, for example, to our customer service team.

We also have an ongoing need for you to spread the word about what we do:

We do not buy keywords in search engines - we rely on your satisfaction and word of mouth alone.
We don't advertise, so we appreciate it when you mention our updates in your social network or directly on your website.
We don't buy banners, so our logos are available for download if you want to show that your content is hosted on our Cloud platform or that your domain name is managed with us.

It all boils down to our need to work closely with our users, because our intention is to treat you the way we would like to be treated: Our door is open to you, literally! If you are in Paris or San Francisco, don't hesitate to stop by, have a coffee and chat. We will always be available for you to talk to, be it personally, by email, by Twitter, or by blog post.

We know this is an unusual policy in our industry. We are, nonetheless, firm in our belief that it is the most ethical way to operate. The fact that we don't advertise means that your satisfaction is critical to our success; it is indeed the only way for us to reach new customers. And if that's not a source of motivation to give our existing customers the best service we can, then we don't know what is.

Customer satisfaction index at Gandi

Ryan — Fri, 13 Mar 2009 09:29:00 +0100

At Gandi, our customers are our best advocates.

We do not put out any advertisements, contrary to our competitors, to sell our services. We rely on satisfied customers to be our sales force. Our objective is to concentrate on your satisfaction, not to pay for television ads or armies of sales representatives to recruit new customers.

This policy keeps us focused on quality. This is why we monitor your level of satisfaction carefully and do everything possible to treat you as we would like to be treated ourselves. Put simply, your satisfaction is an essential part of our success and our future. So how do we calculate this index?

Support requests

When you contact our customer support team via the online form, your case is read by one of our support team members, who will take care to answer you as soon as possible and as an individual as opposed to a number on a ticket. When they feel that you have received the final answer to your question and that your ticket is "closed", a special footer is added as a signature to the mail e.g:

--------------------------------
Are you satisfied with the quality of the reply you received?
YES: http://www.gandi.net/faq/feedback/yes
NO: http://www.gandi.net/faq/feedback/no
I would like to give more detailed feedback: http://www.gandi.net/faq/feedback.
--------------------------------

You can send us an opinion on the quality of the reply that you were given, through a simple click. You can also follow the links to give detailed feedback that includes your comments, suggestions etc.

We understand that you will not always get the answer you want (e.g. "...you did not renew your domain and so it was deleted"), however we do ask that you, as Shakespeare so eloquently put it in Henry IV, "Don't shoot the messenger", and use the feedback links as intended. There are technical and legal limits that we are required to work within, and even the 'Jedi' in Gandi's support team have limits to their powers If you would like to complain about a particular product or feature, we recommend using the full feedback form where you can actually leave your comments.

Good or bad, we take your voice into account. We do not exclude the extremes when we calculate the satisfaction index, in fact, it's the extremes that we are interested in. We are confident in the quality of our customer care service and we are happy to display the raw data of your feedback in real time on our Support page as testimony to this.

On this page, we display the satisfaction index as a bar graph, on a scale from 0% to 100%, in real time, for both the current week, as well as the average over the past 3 months. This not only "keeps us honest", but it's also a way to show everyone how you feel about the quality of service you receive.

So how do we use your feedback?

All of us here at Gandi use your feedback to compare changes in customer satisfaction and look for areas of improvement:

for our support team, it indicates how changes in the volume or style of tickets changes your satisfaction,
for our product teams it helps show the impact of product issues or where improvements can be made.
For the management team it is a good litmus test to check all of our teams are collaborating in a way that maximizes the quality of our products, and as a direct result our key advocates: you.

When you take that extra step to provide more detailed feedback using our online form, your comments and suggestions are systematically read by senior management, who will analyze them and undertake the necessary improvements to services concerned.

Please give us your feedback so we can better serve you.

Gandi Bar - Tag - Customer service

The Importance of Our Customers

Customer satisfaction index at Gandi

Support requests

So how do we use your feedback?