Faster communication, more efficient teams: Results from our first ever customer survey
We've heard a lot of great customer stories at StatusPage over the years. From the support team who cut customer wait times in half, to the security company managing incident communication across 46 customer deployment groups, we know our customers see the value in their StatusPage account.
We're always hungry to know more about what our customers think of the product, this year we launched our first ever customer survey. Our goals were to better understand the value our customers see from StatusPage and learn how different areas of their organizations benefit in different ways.
More than 300 different StatusPage page owners responded, giving us a great set of data on how modern teams use StatusPage to make incidents less painful.
We are thrilled with the feedback and results. Here are the top five findings:
1. 55% Faster incident communication
The average customer who responded saw 55 percent faster incident communication after adopting StatusPage.
In the heat of an incident, it's hard to juggle multiple communication channels and keep your inbox from becoming a reply-all fiasco. StatusPage gives you one place to post your incident, and gives your audience one place to check for updates -- at the same time empowering them to receive real-time updates as an e-mail, text message, or in their work chat tool.
2. More user trust
67 percent of recipients reported that adopting StatusPage has increased user trust in their organization.
When running a web service, downtime and service interruptions are a fact of life. Even the bigger cloud providers in the world don't promise 100 percent uptime. Most of us look for that sweet spot somewhere between 99 percent and 100 percent
Customers have come to understand this and expect some rare hiccups in service — whether it's a bug in production, clumsy fingers on the command line, or just regular planned maintenance. Customers understand these things happen.
What they won't tolerate is being left in the dark during these incidents. Clear communication and transparency gives customers trust in your service and the team behind the scenes. Even when 100 percent uptime isn't possible.
3. 24% Fewer support tickets during downtime
There's no worse time for your support team to be repeating work than during an incident. Unfortunately, incidents are when these teams see a big jump in repeat tickets. In other words, a bunch of customers are all asking the same thing. They're all asking some version of "what's going on with your service?"
Proactively posting incident updates to a status page prevents a lot of these repeat tickets before they even start. Customers learn they can check and subscribe to a status page instead of filing a ticket during an outage.
Like we've said before, most customers understand that your service will have occasional downtime. They just want to know: what's the issue and is it getting fixed?
4. 80% of support teams are more efficient during incidents
Cutting out all these repeat tickets during downtime empowers support teams to be more efficient during incidents. Even with a solid communication strategy in place, support teams have a ton of work to do during an incident -- constantly serving as a liaison between customers, the operations team, and internal stakeholders.
5. 60% of operations teams are more efficient during incidents
Operations teams are in the hot seat more than anyone during an incident. These are the people diagnosing and fixing the incident.
At the same time, there's pressure to let the rest of the organization know the status of things, so stakeholders and customers can be updated. Providing one source of updates alleviates some of this communication pressure and allows the ops team get back to managing the incident.