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Customer feedback is what make companies become really great

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SUMMARY: Dear customers, Pingdom has heard you: Paid accounts can now purchase extra checks again! Tweet this

The best thing with customer feedback is that it make companies become really great. One example is what happened at Pingdom during the last 24 hours.

Yesterday we introduced a number of awesome improvements to make Pingdom an even better choice for all your website monitoring needs. This meant many upgrades and additions for our customers, including more checks in each plan, a brand new plan, and of course the exciting new Real User Monitoring (RUM) as a part of all plans. And this is just the start. We are a big team who plans new exciting stuff.

Essentially, every Pingdom customer got more in the new plans.

Those who had 5 checks previously now have 10, those with 30 checks have 50, etc. Add to that the brand new Real Monitoring service, included in every plan, which enables you to understand your website’s performance from all angles.

Feedback has been amazing. Clearly, our customers really appreciate all the cool stuff we have added to their plans. We have collected just a small sample:

 

 

 

 

 

Even though the overwhelming feedback has been great, clearly there are also a few customers who have voiced concerns that the changes are not suitable for them. The number one issue among this small group of customer is that the new plans changed how they could purchase extra checks.

Now we have completely reversed that change.

All paid accounts can now purchase extra checks, same as it used to be before yesterday’s change.

Sometimes you think that you did the right thing with the best of intentions. However, you soon realize, usually by customer feedback, that you did not. But we are a company that reacts and acts fast, and when we do wrong, we fix it fast. That is exactly how we’ve approached this situation.

We are very much a company shaped by customers, a customer-oriented company, and we have always been just that. At our core, we believe in innovation accounting and lean models, as well as in acting and reacting fast. In addition, we are also passionate SaaS users ourselves, including our own services. We believe in fair business models, and our intentions were good.

Summary

To finish off, here’s a summary of what’s happened:

  • Yesterday we made a small change affecting a few customers, we got some feedback about what wasn’t popular.

  • What we did: Reversed the situation concerning purchasing extra checks. All in less than 24 hour since we launched a line of new and exciting features to all our customers.

  • For all our customers, everything has become better: you got more checks, more features, and no change in price.

  • All paid accounts can now purchase extra checks, same as it used to be before yesterday’s change.

So things are good: more features, more stuff, same price. A good way to end the week!



42 comments
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RobinBerg030
RobinBerg030

pingdom thank you for your fast response!

Ravish Gupta
Ravish Gupta

Excellent Move...that's how great companies are built :)

Ravish Gupta
Ravish Gupta

Excellent Move...that's how great companies are built :)

davidjnet
davidjnet

Thanks Pingdom, paid extra checks is important to me.

 

I can hardly believe how well you responded to this. Any change of pricing will always have some people complaining, you can never please everyone. And you are entitled to feel very proud of the new RUM feature benefiting all your customers. So many companies would have left it at that. Yet you put any pride aside, listened clearly to your customers on this issue, and fixed it so quickly. Great response.

davidjnet
davidjnet

Thanks Pingdom, paid extra checks is important to me.   I can hardly believe how well you responded to this. Any change of pricing will always have some people complaining, you can never please everyone. And you are entitled to feel very proud of the new RUM feature benefiting all your customers. So many companies would have left it at that. Yet you put any pride aside, listened clearly to your customers on this issue, and fixed it so quickly. Great response.

Dan Plaskon
Dan Plaskon

...and at 50+ likes - guessing not that *small* a number ;)

Dan Plaskon
Dan Plaskon

...and at 50+ likes - guessing not that *small* a number ;)

Dan Plaskon
Dan Plaskon

...and at 50+ likes - guessing not that *small* a number ;)

gfilion
gfilion

Will it be possible to buy more pageviews for RUM? I only have one website but it's getting about 500k pageviews / month. I'm not willing to go from 10$/month to 40$/month just to get RUM monitoring..

 

BTW, RUM is awesome, I spent hours yesterday just watching the pageviews scroll up the dashboard! :)

gfilion
gfilion

Will it be possible to buy more pageviews for RUM? I only have one website but it's getting about 500k pageviews / month. I'm not willing to go from 10$/month to 40$/month just to get RUM monitoring..   BTW, RUM is awesome, I spent hours yesterday just watching the pageviews scroll up the dashboard! :)

nswebcams
nswebcams

pingdom Thanks! Good move.

StatusCakeTeam
StatusCakeTeam

nswebcams Hello Nova! How you finding everything? Anything we can help you with?

nswebcams
nswebcams

StatusCakeTeam sent you an DM

seiz
seiz

pingdom Bravo!

Alexander Schott
Alexander Schott

I was really disappointed yesterday, but now I am a happy customer again!

Alexander Schott
Alexander Schott

I was really disappointed yesterday, but now I am a happy customer again!

RichardBenson
RichardBenson

This is the perfect response for those of us that fell through the cracks of yesterday's update.  Thanks.

RichardBenson
RichardBenson

This is the perfect response for those of us that fell through the cracks of yesterday's update.  Thanks.

BillWeiss
BillWeiss

pingdom I'm glad to see the change!

Dan Plaskon
Dan Plaskon

Nice! Thank you for righting this Pingdom! I have no doubt you'll retain your existing customers and attract many new ones by allowing for this level of plan customization. My personal 'kudos' to you guys for this decision :)

Dan Plaskon
Dan Plaskon

Nice! Thank you for righting this Pingdom! I have no doubt you'll retain your existing customers and attract many new ones by allowing for this level of plan customization. My personal 'kudos' to you guys for this decision :)

Dan Plaskon
Dan Plaskon

Nice! Thank you for righting this Pingdom! I have no doubt you'll retain your existing customers and attract many new ones by allowing for this level of plan customization. My personal 'kudos' to you guys for this decision :)

reinink
reinink

@pingdom Great! I don't really understand why you removed buying extra checks in the first place…don't you want to sell us more stuff? :)

reinink
reinink

pingdom Great! I don't really understand why you removed buying extra checks in the first place…don't you want to sell us more stuff? :)