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CommentsVANCOUVER, BC – March 26, 2009 – PEER 1 Network Enterprises, Inc. (TSX: PIX), a leading provider of online IT hosting, today announced results of its bi-annual Customer Pulse Study, designed to solicit and learn from customer feedback. Results showed that in a down economy, organizations place a higher importance on customer service, tech support and scalability in their hosting provider. The survey reveals that greater company loyalty is earned by providing strong customer support, and shows that scalability is vital to customers who need the capacity to scale up or down depending upon their business requirements.
“As part of our commitment to provide quality customer service, we regularly gather feedback across all three of PEER 1’s hosting lines,” said Brian Daffern, director of support for PEER 1. “This new survey shows that our customers place a great deal of significance on customer service, specifically on the need to trust their hosting provider and know that their provider listens to them. Especially in hard economic times, businesses need true partners, like PEER 1, that are able to grow with them to meet their needs, and 94 percent of our customers said they can grow with us.”
A strong customer focus is the core of PEER 1’s business and the company engages in continuous communication with its customers, obtaining regular feedback through various channels. Through informal discussions on community forums and social networking sites or more formal methods like a Pulse Study, PEER 1 takes all feedback to heart, to further improve customer relationships, product offerings and support.
Through initiatives like PEER 1’s FirstCall SupportTM, the company continues to demonstrate its commitment to provide the best possible customer service and support. FirstCall Support, introduced to customers last year, dedicates immediate attention to callers 24x7x365, answering questions and resolving issues on the first call into the company.
PEER 1’s Net Referral Score also validates its promise to customers. As an indicator of customer loyalty, the company’s managed hosting score went up to 30, an increase of 76 percent, driven by positive marks for ongoing support, service and reliability. PEER 1’s dedicated hosting brand, ServerBeach, remained strong, with its score increasing one point to 49.
Many of PEER 1’s customers are long term, with 61 percent of customers having been with the company for more than three years. Also, 45 percent of servers ordered in 2008 were due to organic customer growth, as customers scaled to their changing needs.
“Since 2003, PEER 1 has provided us with cost-effective, rock-solid reliable managed hosting and a friendly and experienced support team that is ready at all times,” said James McFarland, director of IT for SunPorch. “Our website is the main resource for prospective customers to learn more about our factory-direct products. PEER 1 understands the importance of our online IT needs from a business perspective and is a key component to our formula for success.”
The PEER 1 Pulse Study is a bi-annual measurement of the company’s customer relationships in the critical areas of service/technical support, product value/performance and brand.
About PEER 1
PEER 1 believes in the limitless opportunity of the Internet, and the business growth potential it provides for its more than 10,000 customers. As a leading online IT hosting provider, PEER 1 offers a reliable high performance Internet network supporting scalable managed hosting, dedicated hosting through the ServerBeach brand, and co-location solutions. Backed by its 100 percent uptime guarantee and 24x7x365 FirstCall Support™, PEER 1 ensures customers' online presence is always fast, always available. Since 1999, PEER 1 has grown to include 15 state-of-the-art data centers in North America and points-of-presence in Europe. The company's headquarters are in Vancouver, Canada and the stock is traded on the TSX under the symbol PIX. For more information visit: www.peer1.com.
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