Novara News

One of Ireland’s most extensive surveys of customer satisfaction has found that 83% of respondents rated Novara as top for customer service while 76% of respondents found that “Novara follow through on promises”. Over 470 of Novara’s customers were questioned in the survey.

In a market where cheap prices often lead to poor customer service Novara has always focussed on a high standard of customer service (see http://www.novara.ie/news.php?id=12 ). Some companies in the Irish market even charge high prices while providing poor service as evidenced by their churn rate which is almost twice the national average
(http://www.register.ie/latest/novara-matches-hosting365.html ).

Novara spends very little on advertising yet remains in the top 3 Irish hosting companies thanks to the fact that word of mouth referral accounts for the largest number of new customers, 62%, thus indicating that Novara is the company of choice for thousands of Irish internet users.

While the traditional view of customer service in Internet services is sometimes vague, Novara defines customer service as including:

1. Low Average Turnaround time on requests.
2. High level of time saving Automation provided to customers.
3. High Average uptime for services.
4. Generous Refund policy: Novara provides cash refunds where required unlike many in the hosting industry.
5. Low billing errors: While some companies in the hosting industry make repeated errors in removing cash from customers credit cards with little explanation Novara provide advance notification of all bills with full explanations.

To monitor and continuously improve these customer service metrics the company publishes the various measures on monitors at the company’s HQ on O’Connell Street in Dublin thereby ensure that Novara staff work to ensure continuous improvement of the metrics.

The survey also found a high level of satisfaction amongst customers with Novara’s automated support, the text chat support for shared hosting clients and with the human telephone support provided to dedicated server clients.

Commenting on the findings managing director Eoin Costello said: “This is further evidence of why Novara remains one of Ireland’s top 3 hosting providers. We recently were told by a customer of their experience in buying a cheap .ie & hosting from an Irish competitor. It took 2 hours of phone calls to get the smallest change manually implemented thus leading the customer to move to ourselves where the same changes can be done via our online control panel in 30 seconds.

While cheap prices are often considered a deciding factor by those new to the Internet, the hidden costs, such as long turnaround times and downtime, cost people far more in their time than any saving they make on the cheap price.”