One Star – anything over 24 hours is unacceptable, including email support
Two Stars – average response times to respond to a customer’s service request, approximately 12 hours
Three Stars – mismatch across channels, for instance, immediate responses on live chat, but slow response times on email or ticketing systems (takes days to resolve a single issue)
Four Stars – consistency across channels, agents being on the same page, clear and consistent messaging, and above-average response times
Five Stars – under a minute response time on live chat (preferably 6-15 seconds), instant connection to phone support, up to one hour for email and ticketing system
Reliability
One Star – customer support isn’t accessible at all times, 24/7
Two Stars – support agents aren’t synchronized; they don’t represent the company culture in the same ways, significant variations in the responses’ quality depending on the active agent
Three Stars – support agents don’t always set the right expectations and might not know when to refuse a request that’s not under their area of authority/responsibility
Four Stars – support agents set the right expectations, keep information flowing both ways, and stay true to the company’s values
Five Stars – customers can always reach support 24/7/365 and expect the same level of quality each time they connect with customer service (the highest consistency levels)
Integrity
One Star – customers find it challenging to find a common language with support agents; the conversation usually takes the form of an argument
Two Stars – support agents act overly protective of their interests and tend to be right, not putting the customers first
Three Stars – “nonchalant” support agents that try to finish the conversation faster, not better; still, they stick to the company’s values and tend to respresent it in a good way
Four Stars – support agents demonstrate sound judgment, honesty, dependability, and loyalty, backed up by a strong surveillance system (i.e., a rating system appears after the conversation so that the customer can fill in a form)
Five Stars – the support service lives up to the commitment made either through explicit statements or implicitly through behavior, even when no one is “watching”
Courtesy & Patience
One Star – impatient customer support agents, explaining the processes on a higher level, not understandable to a beginner
Two Stars – dedicated agents to resolving one’s issue, one way or another
Three Stars – professional and helpful support willing to cooperate with first-time users to understand things from their point of view
Four Stars – super-friendly support agents open for communication across multiple channels; willing to adjust their language to the customer’s level of skill and understanding
Five Stars – polite and patient customer support agents, willing to repeat the same process, offering various solutions for a single problem so that the customer can implement the easiest one across various channels (live chat, or even phone) to get closer to the customer
Professionalism
One Star – support agents don’t always stay calm under stress and lack the skill for conflict resolution
Two Stars –agents don’t know the company’s services well; thus, they aren’t genuinely reliable and helpful
Three Stars – customer service demonstrates positive attitudes and a high willingness to learn and assist the customer
Four Stars – the agents are very well organized; each person holds themselves accountable for their actions and has specific tasks within the organization
Five Stars – customer support agents are solution-oriented, entirely reliable, demonstrate high standards, and show that they care about every aspect of their job and the customer’s well-being
Providing Solutions
One Star – the customer can rely exclusively on self-help or no help at all
Two Stars – a comprehensive Knowledge base, FAQ, or video tutorials that explains almost all issues a customer can face with the provider are available
Three Stars – customers support agents are available to resolve the issue over live chat, phone, email, or ticketing system
Four Stars – 24/7 available support agents are willing to guide the customer in solving their issue or resolving it themselves if possible and preferred
Five Stars – customer support offers multiple solutions for a single problem, depending on the user’s level of understanding (beginner or pro)
Phone Support
One Star – no phone support available
Two Stars – automated support system, backed up by tutorials and canned responses
Three Stars – human customer support representatives available during work hours
Four Stars – 24/7/365 available customer support agents
Five Stars – multilingual phone support service available around-the-clock, 24/7/365
Chat Support
One Star – no live chat support
Two Stars – chatbot available 24/7 providing automated responses (usually insufficient)
Three Stars – customized chatbot service available 24/7, redirecting customers to helpful step-by-step tutorials within the provider’s Knowledgebase
Four Stars – human-powered, fast, and helpful chat support available during work hours
Five Stars – live chat support agents available round-the-clock, 24/7/365, providing fast responses, helpful guidance, or a solution to the customer’s problem (preferably in multiple languages)
Email Support
One Star – no email support available
Two Stars – automated email templates for customer support, such as welcome emails with login details, but response times might take days
Three Stars – very helpful but pretty slow email support, with over 24 hours of response time
Four Stars – email support with a few hours of response time, providing helpful guidance and resolution of problems
Five Stars – email support agents that respond as soon as possible, apologize for the negative experience, explain and provide context to the customer, and, if needed, offer an incentive, discount, or a refund
Ticket Support
One Star – no ticketing system available
Two Stars – poorly designed ticketing system with slow response times, no automation, and insufficient responses for the customer
Three Stars – a reliable ticketing system, but pretty slow response times
Four Stars – a well-developed ticketing system offering concise subject lines (a few options to choose from) and space to describe the issue in detail with average response times
Five Stars – the support service is very fast to respond (1 to 3 hours); the agents resolve all customer inquiries and prioritize more severe issues
Price
One Star – more expensive plans than competitors offering the same value
Two Stars – very cheap plans due to lack of features or quality of service
Three Stars – good money for quality but costly extras, significantly increasing the price of the base plan
Four Stars – average prices for the value, sufficient number of freebies, and cheap add-ons
Five Stars – excellent price to value ratio, money-back guarantee, or a sufficient free trial to test the service
Features
Useful Tools
One Star – no free goods included in the offer, nor available as extras
Two Stars – helpful tools are available as add-ons at an extra charge
Three Stars – the plan includes a user-friendly control panel (cPanel), free domain, and SSL certificate
Four Stars – more extensive offer, including backups, Website Builder, pre-installed apps
Five Stars – cPanel with Softaculos and 1-click installs, CMS integrations, DNS, free website migration, automated daily backups, free domain transfer/registration, email services
Global Presence
One Star – data center in a single location
Two Stars – two to three server locations worldwide
Three Stars – server network dispersed on at least two continents
Four Stars – a well-dispersed network covering four to five continents and multiple locations
Five Stars – a well-established server network with data centers across multiple continents, Cloudflare CDN, speed-enhancing and caching technologies
Free SSL
One Star – the provider doesn’t offer SSL certificates
Two Stars – SSL certificates are only available as paid add-ons
Three Stars – free Let’s Encrypt included in each web hosting plan
Four Stars – each customer gets a free SSL certificate with the possibility to upgrade to a more advanced solution
Five Stars – a variety of SSL certificates available as cheap add-ons with one free SSL included for each account
Free Backups
One Star – the provider doesn’t offer free backups
Two Stars – weekly backups performed by the provider, while the customer can perform a few manual backups
Three Stars – daily automated backups and snapshots stored on-site
Four Stars – automated backup service, backups kept for weeks with the option to download copies to local storage
Five Stars – hourly/daily/nightly backups kept in a different location/offsite for data loss recovery
Email Accounts
One Star – no email subscription included for free
Two Stars – customers get an email with each web hosting plan
Three Stars – up to a few email accounts with each plan
Four Stars – email hosting is available as a separate service
Five Stars – custom, feature-rich email service that allows clients to set up a custom email address and use it to send and receive emails, included for free
Website Builder
One Star – the hosting packages don’t include tools for building a website
Two Stars – a Website Builder available as a paid add-on
Three Stars – Website Builder with only a few basic features included in all web hosting packages, or an advanced version limited to the more expensive plans
Four Stars – a comprehensive and easy-to-use Website Builder available in all web hosting packages
Five Stars – customers can choose from beginner-friendly, high-quality Website Builders with 1-click installs or other integrations
Free Migration
One Star – no free website migration included
Two Stars – a single free site migration for each customer, possibly with errors
Three Stars – time-consuming migration process with a lot of downtimes
Four Stars – fast and efficient, automated website migrations available in all web hosting plans
Five Stars – fast and human-powered, free website migrations included in each package, with no downtime
Benefits
One Star – poor performance and feature set, no flexibility or support services
Two Stars – low long-term contracts and technical support available
Three Stars – improved website performance, enhanced security, high uptime, and unlimited resources
Four Stars – brand building possibilities with liberty in web design and templates, a high SERP, and branded email address
Five Stars – the ultimate customization options and flexibility in pricing, design, and hardware
Freebies
One Star – a minimum of a free SSL certificate
Two Stars – free, user-friendly control panel, SSL certificates, domains, and backups
Three Stars – other speed-enhancing and security features, such as caching, WAF, malware scan and removal, etc.
Four Stars – free domain registration/transfer, at least one email account, automated backups, Cloudflare CDN, SSDs, other advanced technologies, and tools
Five Stars – many free goods included, up to unlimited email accounts, website migrations, hourly backups, Softaculous with 1-click installs, CMS integrations, including WordPress, and more
Performance
Uptime
One Star – no uptime guarantee, frequent outages, no compensation for downtime
Two Stars – insufficient uptime guarantee with lots of “tricky” issues in the SLA
Three Stars – real-time results below 99.9%, timely notifications for scheduled maintenance
Four Stars – very reliable uptime of 99.95% or above with compensations for downtime
Five Stars – excellent uptime of 99.999% to 100% availability, backed up with real-time testing and results
User Friendly
Ease of Use
One Star – no free control panel/dashboard included
Two Stars – custom control panel that’s not as straightforward; confusing to beginners
Three Stars – straightforward and comprehensive custom control panel or paid integration with popular alternatives, such as cPanel, Plesk, Direct Admin, Webmin, etc.
Four Stars – you get an excellent control panel free of charge, along with self-help for navigating its hosting features (video tutorials, step-by-step instructions)
Five Stars – popular control panel integration or a custom solution, self-help articles/videos, and instant chat customer support available for assistance in the process
Creating an Account
One Star – shady registration process that might impose security and privacy concerns on the customer
Two Stars – lots of required fields and information; account activation might take up to several days
Three Stars – an encrypted process that protects the user but might be time-consuming and take over 24 hours
Four Stars – straightforward account registration with customer service available for additional assistance in the process
Five Stars – instant account activation with only a few required fields in the process
Connecting a Domain and Installing WordPress
One Star – the web hosting plan isn’t WordPress optimized
Two Stars – transferring a domain or installing WordPress requires tech skill or experience
Three Stars –straightforward process of connecting a domain and installing WP, with just a few clicks
Four Stars – WordPress-optimized hosting packages demonstrating excellent ease of use with 1-click installs and domain transfers
Five Stars – customers can choose from several options, either 1-click installs, automated or manual processes, depending on their needs and skill
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HostAdvice.com oferuje profesjonalne opinie o firmach hostingowych, w pełni niezależne od jakiegokolwiek innego podmiotu. Nasze recenzje są bezstronne, uczciwe i wykorzystują te same oceny we wszystkich tych przypadkach.Od recenzowanych firm otrzymujemy środki pieniężne. Nie mają one wpływu na rodzaj lub wynik naszych opinii, ani też nie wpływają na pozycję w rankingu firm, od których otrzymaliśmy wsparcie.Wspieraj społeczność właścicieli serwisów internetowych dodając swoją rzetelną opinię na temat dostawcy usług hostingowych swojego serwisu internetowego.
