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  1. #1

    Why Do Customers decide to leave the webhosting provider

    Please list the reasons why does a customer/user decides to change the host or to switch the host????

  2. #2
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    Usually either due to a lack of quality service, poor support, or cheaper prices elsewhere.
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  3. #3
    Join Date
    Jun 2011
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    28
    ^^ What he said.

    But it can be various things, Slow Servers, Downtime, Seeing advertisements for other companys etc.. that can be a big sucker for other competitors but it's life and the way people are.

  4. #4
    Join Date
    Jun 2011
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    Ontario, Canada
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    My reasons for switching hosts are that it was too slow, and had horrible reviews, plus it was too big for them to care about my business.

  5. #5
    If you're doing things right, they won't leave you.

    Any client that has left us was due to either they stopped/canceled their project. (Realized that installation of Elgg isn't going to be the next Facebook)

    Or in one case we had a client cancel because our server didn't have an included extension installed that his site required, though when looking at his support records I saw that he had only opened one ticket with us months prior and had never notified us of his particular need.


    I think what would make most customers leave would be the obvious things. Downtime, slow or poor support, etc. These things will make clients looking elsewhere.
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  6. #6
    Slow Speed, poor server performance and a bad or not friendly support

  7. #7
    Manage your business right and for the most part they won't leave you unless you are a company that competes on price and you attract price conscious customers then other cheap companies can steal them away from you.

  8. #8
    Join Date
    Feb 2003
    Location
    NY
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    11,863
    I think people leave for a vast amount of reasons which can be attributed to things that are beyond your control.


    Within your control:
    • Customer Service
    • Pricing
    • Availability of Sales/Tech Reps
    • Brand Image / Reputation
    • Server uptime
    • Policies


    Things out of your control
    • Closing their website
    • Outgrow your services (if you're a shared/reseller provided and they need VPS/Dedicated
    • Sale of business
    • Different locations required (if you're West Coast but they require East Coast, etc...)
    Doug
    Finance, Operations, and Business Executive

  9. #9
    Join Date
    Mar 2009
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    There's usually some churn when changing ownership - either on the client side or the provider's. This can also happen when a company scales back it's growth projections, and opts out of certain markets.
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  10. #10
    Join Date
    Dec 2010
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    226
    You need to remember that you can't please everyone, some people spend their time changing host and complaining as much as they can. These people are not worth the effort and its a relief when they do leave.

  11. #11
    Join Date
    Dec 2002
    Posts
    596
    YOU´LL NEED TO TREAT THEM AS IF THEY´RE STILL YOUR PROSPECTS.

    Because they may be your customers but they are every competition´s prospects.

    You may be doing everything right but your customer may leave for any logical(for them) but stupidest(for you) reasons.

    In my opinion, in our industry, a customer needs like 80% more perceivable benefits as enough reason to change providers.

    They can receive an email from a competitor and they may just like the logo better or their site, they´ll think that host is better than you or just they like their website color... is like that.

    Your customer may receive an email about a new "option" technology that will let them do X stuff and go with them, EVEN if you also have that..., BUT your customer did´t know, because you didn´t let them know.

    etc.
    Bottom line, doesn't matter you have quality service or you are doing it right, some customers can leave for the ridiculous reasons, so you´ll have to do it better to minimize that effect.

    Any reason to leave you that´s out of your hands(customer not needing the service, etc) is a valid and natural reason.
    Any reason to leave you that you could inflict some change, is an invalid reason.

  12. #12
    Join Date
    Jul 2007
    Location
    Virginia
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    It's surprising how many people end up buying services that they don't even use. It happens all the time and there isn't anything we can do.
    ~ @PreetamJinka

  13. #13
    Join Date
    Jul 2008
    Location
    Manhattan, NY Seattle,WA
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    4,182
    I left our old host because I was not able to do the things I needed.
    Could not run a few stats programs that had to communicate with our dedicated servers, after setting it up on our own servers and doing half of it on our own we changed everything over to doing it ourselves.

  14. #14

    simply

    Simply:

    - Low up-time.
    - Bad, inexperienced, delayed customer support service.

  15. Bad customer support can infuriate clients and cause them to leave. Bad quality hosting, high prices, hidden charges, lack of options and regular down-time can also cause customers to leave.

    However, many customers may just wish to close down their website at no fault of the web host.

    Regards.

  16. #16
    Join Date
    Jan 2007
    Location
    Chennai, India
    Posts
    33
    even with good support and uptime people are usually attracted with unlimited resources at cheap prices which we all know isnt the deal there
    Ebrahim Mafooz
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  17. #17

    yes

    Quote Originally Posted by digiinet View Post
    even with good support and uptime people are usually attracted with unlimited resources at cheap prices which we all know isnt the deal there
    I agree, but we both know that Unlimited Means You Get Nothing.

    I mean Unlimited doesn't mean at all "larger than 100 GBs or more".

    No, Unlimited means we depend on low usage users to give their "Unlimited" Space to high usage users. And both are subject to suspension if they exceed predefined limits of recourse usage which of course can't help unlimited users.

    If you use Unlimited Space, for example 1 TeraBytes of space which can't happen usually with unlimited plans, you will definitely be suspended, not because you used the 1TBs, but because if you use them for non-used files like backups that's not allowed, and also if you used them for normal site files of course you will consume all your allowed resource usage limit to view 1 TBs of files.

    I hope this helps.
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  18. #18
    Join Date
    Mar 2003
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    Quote Originally Posted by digiinet View Post
    even with good support and uptime people are usually attracted with unlimited resources at cheap prices which we all know isnt the deal there
    Not all.

    Those who go for unlimited data means they are not serious with what they are doing. I say most but not all.

    Specially 4 U
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  19. #19
    Join Date
    Jun 2011
    Location
    UK
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    It's usually either price/support/features or a combination of the above.

    Regards,

    Nick.

  20. #20
    Join Date
    May 2009
    Posts
    215
    There are a number of reasons. The most obvious is that the site is often down or slow. But if they're unhappy with the customer support they may also leave. And, of course, if they find another host who are cheaper but seem to offer the same (or a better) service.

  21. #21
    Join Date
    Mar 2010
    Location
    Arkansas
    Posts
    155
    I have to agree with most of you here. The amount of resources, quality of support, and the price typically will define whether or not someone will choose to host with you or continue their services with your company. It's about being competitive and providing the absolute best to your clients.

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