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The larger companies were probably slower because they have started prioritizing their support tickets by how much you pay. If you signed up for a $5,000 / mon

• wmeredith 10y ago
  This was my first thought. There's no way this guy has a meaningful relationship/account with all of these companies. It's good business to prioritize where you spend your resources.
• shanecleveland 10y ago
  Without a doubt, and that's fine by me. Pay more, get better service. I don't pay much more than $100 for any one web service. Much less for most. And I know that some are one-person shows. I see a mixed bag. Some are not only very responsive, but also very personable and friendly! Others, not so much. Unfortunately, some one-person services are happy to bill themselves as such (indie!), but don't offer that personal touch in terms of support.
• cedsav 10y ago
  As one of the better performing companies in this study, I can attest that preserving the quality of our support as customer count grows is really hard. But response time is just one, quite imperfect, metric. I wouldn't draw conclusions on that. We don't prioritize support based on customer $ value, and in my experience, customer support from our vendors never seems to be correlated to how much we spend!