Moments of Truth

Nathan Goff

Fanatical Client Service or Why I love Rackspace

I am  obnoxiously smitten with the hosting company Rackspace, so much so that my co-workers wonder if I secretly work for them in my off hours.  We recently migrated our entire surveying and reporting technology platform to the Rackspace Cloud product.  This has been one of the better technology decisions I have made while at Inavero.  We were able to half our hosting expenses, while significantly increasing our reliability and scalability.  All of you operations folks should be getting goosebumps right about now.

Four simple reasons why I love Rackspace so much:

  1. Support – I can IM with them 24x7x365!  No more “on-call” pager numbers = no more guilt when I contact support at 1AM.
  2. Killer Product – the Cloud Sites and Servers are so easy to use and scale exactly as promised.
  3. Communication – I always know if something is being planned that could affect my sites and even get nice emails warning me of issues with my Cloud Server and how to resolve them.
  4. Fanatical Client Service – At Inavero we specialize in measuring a firms attention to client service, so I have seen the good, the bad, and the ugly.  Rackspace is definitely a good egg.

I have one final example of why I love the client centeredness of Rackspace so much.  Rackspace recently experienced some failures in it’s technology systems that ended up affecting their clients.  The client recovery from these failures is the best I have ever experienced with a technology services company.  Below is a video that the CEO released within days of the outages that goes into great detail explaining what happened, sincerely apologizing for the downtime, and detailing what they will change to make sure it doesn’t happen again.  This is how exceptional companies recover from failure.  They take 100% of the blame and quickly move to make things right.  Way to go Rackspace!

  1. Nathan,

    Thanks much for taking the time to write this. I have been a Rackspace customer since 2001. I finally decided to join the Rackspace Team last June, and am extremely happy that I did!

    If there is ever anything we can help you with, just let us know – live chat, Twitter (@Rackspace) or email ( Or feel free to call me directly.

    Rob La Gesse
    Director of Customer Development

    Rob La Gesse, July 31, 2009

Demo Our Services

Sample Survey

Sample Satisfaction Survey

Try our three question Net Promoter® based survey.

Survey Dashboard

Sample Client Satisfaction Dashboard

Login to our demo survey reporting dashboard.

We Take Our Own Medicine