General Customer Satisfaction Survey and Partner Survey
In 20254, we conducted customer surveys targeting all customers and partners in late summer and early fall, and here are the results!
Satisfaction with the Speed of Seravo’s Hosting Service for WordPress
– Overall Rating 4.6 and Partners 4.7 / 5
According to our newest customer surveys, our customers were satisfied with the speed of our service. Therefore we have our own advertising dog for the speed-themed advertising campaign, she is running on the track in summer 2025. in the pic above.
Site speed is the sum of many factors. This question assessed factors that Seravo could have influenced, but based on the justifications of our customers’ answers, it was mentioned that the speed challenges were due to their own platform.
In any case, none of the respondents reported any significant problems. The sites generally load quickly and our customers have found the response to support requests to be quick.
“Everything has worked really well. I can say this with experience of more than ten sites.”
– Partner customer
Incident Reporting
– Overall Rating 4.4, Partners 4.6
Our operating principle is to be as worry-free as possible for the customer.
Seravo has a status page! Some had followed the information and some were not aware of the status.seravo.com website, where possible malfunctions are visible. You can reach the statuspage easily from seravo.com by clicking the Status-button on the upper right!
We inform about bugs and malfunctions in our status service (status.seravo.com), where you can subscribe to receive automatic error notifications by email or other ways. On a case-by-case basis, whenever necessary, we also contact customers directly about site-specific matters, for example due to an attack on the site or other malfunction.
General threat and attack statistics for WP sites would be interesting, but in practice not all attacks are ever made public. These could best be monitored through channels such as Traficom and the Cybersecurity Centre.
Server Performance
– Rating 4.7
From Seravo’s side, both direct customers and partners were satisfied with the servers in the survey, but one respondent experienced occasional disruption in email forwarding.
Service Usability
– 4.2 and 4.1
The result in terms of the usability of our service is good, but there is room for improvement.
Many hoped for a control panel, this was especially visible in the partner survey. In our upcoming customer portal, the customer can manage their site or several sites together (backups, staging environments, updates, billing, orders, etc.). The portal is under active development, and we are also very much looking forward to its release. Currently, some of our partners are testing the environment and helping with its development.
Customer Service
– 4.5 in surveys, 98% in tickets (1-6.2025)
“I would give this six or seven stars if it were possible. I dream about Seravo’s customer service, then wake up to reality, and it’s still wonderful.”
– Seravo customer
Almost all written feedback was positive about the speed and expertise.
Handling problems outside of office hours was seen as a challenge, but it is certainly common in many industries. Maybe at some point we will be able to extend our opening hours, this is our longer-term goal.
Recommendation Rate
– 4.6 and 4.4
The strong performance of Seravo’s customer service was consistently cited by our partners as a crucial factor in their recommendations.
“I have had to work with all kinds of service providers in my life, but there is only one I have been able to trust without reservation.”
– Partner customer, who gave a recommendation score of 5 / 5.
While we currently face critical feedback regarding our pricing logic – an issue that arises from time to time – the rest of the feedback remains positive. The primary source of confusion is that pricing based on HTTP requests is not standard practice in the industry. Nevertheless, this model is in place for specific, justifiable reasons:
Pricing based on HTTP requests guides our customers to energy-efficient and sustainable website optimization, which is in the interest of all of us.
In addition, because Seravo’s premium hosting for WordPress is scalable, requests routed to several physically separate servers ensure that the site works even under load.
The Seravo Plugin can be used to monitor the amount of resources used by the site and other site information.
You can read more about HTTP requests and our pricing here.
A staging environment was also desired for smaller service packages, which also required higher traffic capacity.
78% of partner customers had not used our Docker development environment. Many used local solutions for development and Grunt, Nmp, Gulp, Mamp, Sublime, Git, Node, Vagrant, VS Code and Composer were also mentioned in addition to Docker.
“Especially for business-critical web services, online stores and corporate level services, Seravo is a good choice, technically it is high-quality and reliable. Information security is at a high level and support expertise is top-notch.”
– A partner
Our Customer Events Were a Huge Hit
We also gathered feedback about events organized by Seravo.
- Training events were highly desired, requested by 73% of general survey respondents and 50% of partners.
- Webinars or video tutorials were also very popular, requested by 70% of general respondents. For our partners, this was the single most appealing option at 56%.
- Networking also generated significant interest, with 60% of customers and 56% of partners finding this format compelling (alongside webinars).
- Entertainment events were seen as less critical by our customers, with only 31–40% indicating interest in social or entertainment-focused gatherings.
- Collaboration events with other actors garnered the least interest, at 19–27%. Nevertheless, all event types listed received votes.
What kind of challenges do our customers face?
The surveys mentioned the following themes, which we will take into account in future content and events:
- Plugin integration
- Website speed optimization
- Training non-technical colleagues
- Theme maintenance
- Certain plugins, especially if the site has a lot of users
- Using a multisite environment
- Challenges related to caching
- Headless WordPress
- Theme and plugin obsolescence
- PHP version change
- General problems with website implementation
- Site migrations
What did customers want from Seravo in the future?
Of course, a dashboard was also desired here, and it was hoped that it would also include, for example, multisite domain management. As a feedback, we’ve got an idea to speed up the deletion of the staging cache without the command line.
A new development environment and larger WordPress updates were also requested. There are many wishes and possible features, and since we take these into account in terms of feasible features, developing the customer portal is a big project.
With larger WordPress updates, which clients hoped Seravo would do in addition to routine updates, the amount of work can vary. In any case, these larger changes often require extensive web development – in these cases, we are happy to direct customers to our partners’ services.
Partners requested predictable price development, the ability to track billing and commissions, access to log files, and have more email services. These are also things that the new control panel is intended to include.
Partners especially requested an update to the help articles, and so we immediately took action and launched a large-scale project to update our Knowledge Base!
Don’t Forget Our New Partner Directory!
We’ve just launched a new partner directory. Development is ongoing and we’re still accepting requests for features, not to mention new company additions! Even if your company is international, we’d be happy to add your company to reach our Finnish clients.
We want to do our part to help our customers grow their business and also make life easier for our customers who are looking for advertising agency services.
Currently we have our partners listed on our site, but on the new mainostoimisto.fi site, customers can better find service providers using suitable search terms, for example by location or company size.
The mainostoimisto.fi website increases the authority points of our partners’ own websites in terms of search engine rankings – it’s worth joining us!
We hope that the new partner directory site will bring many new and interesting clients and projects to you!
Partner, is your website listed on mainostoimisto.fi?
Did you only hear about this now? Maybe you’ve missed our newsletters, but don’t worry; it’s never too late to update your information in our new partner directory!
Not yet our partner,
but interested in joining?
In that case, we recommend starting a conversation with our Key Account Manager Olli Huhtakangas. You can find Olli’s contact information here!