When shopping for a web hosting provider, customers are most concerned with the reliability and security of a hosting service, according to survey results released Tuesday by Liquid Web.
Liquid Web surveyed designers, developers, digital agencies and SMBs for its report released this week, which found the top five factors in selecting a web host to be reliability, security, performance guarantees, knowledgeable customer support representatives, and 24/7 customer support.
When asked for the most important criteria when choosing a host, 89 percent of the 450 survey respondents chose reliability, while 88 percent chose security. Among those dissatisfied with their hosting provider, however, 91 percent said security would be the most important factor when selecting their next web host.
“If a website or application fuels the revenue generation of a business, the choice of a hosting provider should be a strategic one,” Liquid Web CTO Joe Oesterling said in a statement. “Yet, often businesses make the mistake of choosing their provider based on price rather than ensuring they have a dependable partner. It’s important not to buy into empty promises of ‘best support’ or ‘most secure’ without validating the performance and security of the offered hosting solutions, reviewing current customer testimonials and customer satisfaction results, and researching the skill level of the resources that will be assisting you to design, migrate and support your solution. It is definitely worth the time to make sure you are picking a partner, not a vendor.”
Over two-thirds of all respondents (68 percent) described their relationship with their host as a client-vendor relationship, as nearly 4 out of 5 web-dependent professionals expect they will become more reliant on web and cloud technologies over the next five years.
Almost half of respondents with companies of fewer than 100 employees have experienced technical issues associated with their hosting provider in the past 12 months. Those with technical issues reported 4.5 issues per year on average.
Forty-eight percent of respondents use WordPress, and 71 percent of those WordPress users leverage a managed solution. Even more (78 percent) plan to use a managed WordPress service in the next six to twelve months. Managed WordPress users identified performance guarantees, simple installation, and automatic backups as the top benefits of a managed service.
The survey also found that 40 percent have been dissatisfied with pricing increases or inexperienced customer support, while 35 percent say a poor migration migration caused dissatisfaction.
Reliability continues to be a problem for even some of the internet’s most popular sites, according to CloudEndure’s latest quarterly availability report.