Customer Satisfaction

Show me the survey!

As a customer of Intrust Domains, either you’re satisfied, or you get your money back! No questions asked. Of course, you don’t get to keep the domain if you ask for a refund! Aside from that little nuance – should you ask for a refund, you will get it.

We just crossed over to our first 1,000 transactions! I’m happy to report that only one person out of more than a thousand elected to get a refund! We have only one paypal dispute and one credit card charge back in that time. These rates are phenominal in the industry. It means that we are doing something right here!

Second Survey Results In!

We are going to run customer satisfaction surveys every 500 or so transactions.
While, our first survey produced results truly outstanding for a brand new operation,
this latest survey is nothing short of amazing. I’m very proud of the effort of
our entire team in providing the positive experience we provide to our customers.
As always, there is room to grow, but let’s focus on the positive first:

Where did we improve from last time?

We addressed the FAQ issues successfully, so that no one was confused about the need to renew their domain. (Of course, the domains are sold on a one-time purchase basis, but you still have to renew annually! You can renew with us or with any registrar that you choose, but you do have to renew!)
The added content to our website was well received. We did get some feedback that we should add more to the site, but these were from people who bought before the changes.
Customer service results are much higher. Live phone support during US business hours has proven to be real positive.

What should be improved?

Still many people were not sure that we are a legit company. There is caution that we might be a scam. We’ll try joining the BBB and improve the site content – that might help.
People ask for help setting up their website. We have a domain setup wizard coming that will really blow people’s minds!
Payment processes in foreign currencies – coming very soon

I would be willing to buy from Intrust Domains again in the future

100%!!!

Well, how about that? I don’t think I’ve run a company that got 100% on the most important
metric on the second customer service satisfaction survey! All we can do is shoot for even
happier customers next time!

I consider the price I paid for the domain to be fair

90%! Not bad!

I think our pricing strategy is just about right. Most people feel they got a fair shake. Occassionally
you get someone who is just not a happy camper, no matter what price is offered.

In performing the transaction, I felt confident that the transaction was secure and legit

Well, 86% of people felt secure in the transaction. Plenty of room to grow here. Of course,
any time you are buying things over the Internet, there will be concerns. I’m pretty sure that
our new “Invoice Me” feature will provide a secure means of purchase for those who are especially
security minded. Also, we will be applying for BBB membership this quarter. That should help.

I received delivery of the domain promptly after the transaction.

96%!

We still had 4 people who reported not getting prompt delivery. Each customer was called and
it turns out that the emails had landed in the bulk mail folder. We have some ideas on how to
resolve that issue. Watch for the delivery message to be available right from the transaction
success page soon.

Customer service was friendly, knowledgeable and available.

Only 3 out of 97!

I think this is a good result. Only 3 people had negative customer service experiences. Turns out
that I was responsible for 2 of the 3 problems, because I dropped the ball. The other guy was just
one of those people….you know….the ones that help you develop your patience I’ll be more
careful to follow up on my voicemails in the future!!!

Here are a few example comments regarding customer service

As mentioned earlier, the man on the phone was very kind and helpful.

I have not done this before, and I liked that it went easy. Thank you.

I strongly agree with good opinion about customer service.

Even after hours, when I called regarding wanting to transfer the domain. The staff member on the other end was clearly busy but was happy to answer my question.

On receiving the initial email I emailed back and had a reply promptly with answers.

They were all helpful! Thanks again!!

The individual who handled my transaction was very pleasant & informative.

First Survey Results
When we crossed over 1,000 transactions, we ran a survey to see what our customers think of our service. The results are in and they are great! Our customers love what we are doing here. From what I see on the survey, we have some things that people want improved and some things that people love:

What shoud we improve?

We had 3 people complain that they didn’t realize that they are buying the domain, and that they would have to renew the domain anually. We have improved the language on our FAQ to make this more clear and we made right the customers who misunderstood this.
Many people have pointed out what we already know – our website is rather drab and boring. Sorry about that folks, we want to make it prettier, we really do! We are just backed up on improvements to our service and aesthetics has been pushed back a bit. But watch for a complete facelift coming soon!
We had 2 complaints that are very concerning to me, and I will make sure that it doesn’t happen again. 2 customers had a hard time reaching someone on customer service. We really try hard to have every call returned promptly and all emails responed to within 24 hours. We are going to put some control systems in place to be sure that no one has this experience again. As our customers, you deserve and will get prompt attention to your customer service needs – that is a promise!

What are we doing well?

Pricing flexibility – we had a lot of compliments for our effort to be open to fair negotiations on the price of the domain. If you deal with us in a reasonable manner and not offer some outrageously low price, we’ll work with you for sure.
Immediate delivery and ease of use – people love how fast you get up and running. Within moments of the transaction, your website can be up and running. We have some more improvements in this area coming in the next week. You’ll love the new post-sale setup process!
Customer service – we had a lot of very positive responses to our proactive customer service. We really work hard to impress our clients with our customer service, and our clients believe that we do a great job with it.

Let’s get to some specific survey questions

Buy Again
Fair Price
Secure Transaction
Prompt Delivery After The Sale
Customer Service

I would be willing to buy from Intrust Domains again in the future

97%! Amazing!

I was disappointed with each of the 3 who said “no”, but I understand that this is part of the world of eCommerce. You will always have a few dissatisfied. We strive for 100% satisfaction and everyone who answered no to this question was given the option to reverse the transaction, and they all chose to keep it.

I consider the price I paid for the domain to be fair

91%! Not bad!

We do have room to improve here, but I think it’s about right. Of course, some of our customers think that they should pay the same price as a new domain registration. While I understand the logic, it would be the death of the company! What I know for sure is that our prices are substantially lower than our legit competitors.

In performing the transaction, I felt confident that the transaction was secure and legit

I understand anyone who is cautious buying online! Of course, people are always cautious buying online. I hope that our BuySafe bonding helps to make people feel more secure, along with the TrustGuard and HackerSafe. If you still have concerns, please consider payment by PayPal or request that we invoice you and you can write a check.

I received delivery of the domain promptly after the transaction.

95%!

Clearly every customer who disagreed on this question got a follow up email or phone call. Our domains are always delivered within moments of the transaction. 2 of the complaints were actually because the customer wanted to transfer the domain immediately and didn’t like waiting 60 days, one had a hard time with our management interface and I got him all setup, the remaining had the delivery email land in bulk mail.

Customer service was friendly, knowledgeable and available.

Only 6 out of 104!

I reviewed the 6 people who were not happy. 2 of them were just not happy about anything (angry at the world or something). 2 more of them were actually unhappy with management (ie – me!) because I dropped the ball. 1 wanted live phone support and we will soon have live chat and phone support. and 1 sent emails that were missed. While 6 out of 104 is very good for the customer service industry, it’s not good enough for us! We are taking measures to strengthen in this area. Our customers will all be thrilled with our customer service or we will keep trying until they are!