This document provides an overview of feedback left by users of InMotion (http://www.inmotionhosting.com ) hosting company on various Internet sites, like hostjury.сom, www.web-hosting-top.com, webhostingtalk.com, thewebhostinghero.com, etc. We are given the criteria of feedback processing, as well as statistics and conclusions.
- 1 Positive vs. Negative Comments
- 2 Comment Topic Distribution
- 3 User Feedback Content Analysis
Positive vs. Negative Comments
Table1. The number of positive and negative comments and their percentile ratios
Diagram 1. The ratio of positive and negative comments
Comment Topic Distribution
Table 2.1. Comments distribution by themes
Firstly, InMotion (http://www.inmotionhosting.com ) company is interesting by the fact that the number of its positive comments considerably exceeds the number of negative ones (see Diagram 1.1.). From the total number of 317 comments posted by its users, 263 comments have positively appreciated the company.
This suggests that more than 80% of users are satisfied with the services provided by the company.
Diagram 2.1. Distribution of comments by themes
Diagram 2.2. The ratio of positive and negative comments by themes
Feedback related to several themes affects all four major categories of comments, namely (Functional, Stable; Functional, Support; Sales, Support; Stable, Support). It is also worth to notice that only the categories of Functional and Support contain negative comments.
- InMotion is a company which is positively characterized by the major part of its users. This can be judged by 83% of positive feedback, against only 17% of negative comments.
- Though general opinion about the company is positive, the most part the comments is dedicated to the work of technical support service. The company's customers are not always enjoyed by the work of technical assistance service, due to the possible inability to reach out to workers in order to clarify the issues.
- Moreover, the stability and functionality of web hosting are also positively characterized. The analysis using the tag cloud is also confirming this information. Picture 1.1 shows a tag cloud for the positive feedback. The most frequently used words such as InMotion and hosting are discarded and we see that here their place is being taken by the words Support, Service and Time.
User Feedback Content Analysis
Positive. Nickname: J.R. Noe Title: Inmotion ROCKS!
I left JustHost after only being with them for 6 weeks. it was bad as soon as i signed up and went downhill from there. Their tech support was very poor I did not pay enough attention to the tech portion before I signed up. if I had, I would have seen that all the support was through emails. It took hours to circulate just one email. I lost alot of money with the other host money-back-guarantee. Out of over $400.00 to get my sites set up, I got less than $100.00 back. Check to see what is refundable when you sign up. Inmotion has been great. I called their tech support twice before signing up to make sure I could reach a person instead of a machine, (I suggest you do the same for whoever you are thinking about using). I reached a real person both times with little wait time, very little. Theye have been great with the support i need...and i need alot sometimes, and have been very nice. I highly recommend Inmotion, I am very happy with everything, especially their support.
Picture 1. Positive feedback
Negative. Nickname: Vijay Title: Very bad
We have paid 10 times more money for vps hosting than shared hosting. we were very happy in the starting. soon after their money back period they started to do my site down. one day my account was completly closed, even data and file backup was also closed. No one on the live chat. We got e-mail answer after 18 hours of our support request. They said, our resource usage was too high. don't expect even 2times resource than shared hosting. It sucks
Typical comments of the Sales category
The number of negative comments is more than twice greater than the number of positive ones.The most common difficulties are associated with the guaranteed refund and unsatisfactory operation of the financial department.
Positive. Nickname: Joonas Title: The best support and service I've received
My feedback couldn't be more Positive.
There is no doubt that InMotion Hosting technical support wouldn't have been the best customer service I've ever received in my life. The few times I've called InMotion support the help has been clear and efficient and most of all my call has always been answered. Through email my questions have always been replied quickly to, and all my problems have either been solved or I've been guided to an other channel where my problem has gotten solved. I've used InMotion support more than any other support in my life, and it is unbelievable how the level of the support has stayed constantly as good as I just described it.
My site is using WordPress, and for shopping cart WP eCommerce and at the moment I'm facing difficulties with their Gold Cart plugin. I guess I'd only hope that all these services I'd get from InMotion Hosting together with your amazing customer support.
Negative. Nickname: Brook Jolley Title: Inmotion Hosting Technical Support Department
I've had a vps with inmotion for almost 3 years. Today there was a massive server issue where they were hacked through their tech support portal which was apparently insecure then all index.html/php files in their entire system were replaced by a hacker.
That isn't my problem with them.
I noticed that issue at 7am, 4 hours after it happened, started trying to rsync and fix my own servers. Then they locked out ssh midway thru. Then they refused to give me my backup file.
Now, 14 hours later, they restored 100% of the shared users systems, BEFORE they started on VPS and dedicated.
I could have fixed 100% of my own users if they had left ssh open, but now, because of inmotions actions preventing me from repairing my own system, I lost a 6 customer cluster worth over $7200, lost leads coming in from our sites, and they still haven't addressed my first tech support request from 7 am with anything other than a form letter.
They are not acceptable for a business host.
Typical comments of the Functional category
There are about five times more positive comments compared to negative ones, characterizing the service of technical support. It is undoubtedly indicating the highest personnel qualification level of the technical support service. Technical support service helps its customers in almost any questions related to web hosting. The existence of negative comments in the above-mentioned category is largely due to cases in which customers can not simply get in touch with them.
Picture 2. Negative feedback
Positive. Nickname: Dirk Title: Excellen Shared Web Hosting
I have been with Webhostingpad for almost 2 years now. In the first 6 months their uptime was so so.
In the past 18 months, their uptime has been damn near close to perfect.
I use an uptime monitoring service and I can tell you that all the sites that I run off of webhostingpad has 99.99% uptime (Another site I run with another host that costs 3 times the price is only up 96%).
I was wondering if going with the cheapest host was not the cleverest of ideas but after this last year and a half, the saying you get what you pay for doesn't actually hold true. The uptime is excellent, the response time to tech support is normally within half hr. I am really impressed all around.
I would recommend Webhostingpad to anyone looking for a reliable, professional, value-for-money host.
Negative. Nickname: Lazaros Title: What you pay is what you get
We have been using InMotionHosting for several years as our primary hosting service for www.FRSEquityStrategies.com and when we needed a secondary site (www.SeeMyEquityAwards.com) we did not hesitate to use them for that as well.
They give us cPanel to use to manage our site and far more space than we need. In addition to our primary function (Equity Compensation outsourcing, accounting, consulting and administration) we also develop online tools for our staff and clients to use and since they have php (5.2), MySQL (50 databases), perl and a very easy install for CPAN & PEAR we find developing to tools be much easier than our previous host.
Because the service and quality are so good we don't even consider offers to move our site.
Typical comments of the Functional category
The Functional category contains twice more positive comments about InMotion company, as compared to the negative reviews. This is all thanks to the technical support service, which gives advice to newcomers, so that they would not overload hosting using unnecessary plug-ins and various gadgets for the site. Those costumers who think that they are right and proceed as they consider, become eventually not satisfied with the heavy workload of the server, which makes suffer not only them, but all the other customers. The very same functionality is constantly being upgraded, walking in the step with time.
Positive. Nickname: Karen Title: Fantastic Hosting Company
I have had a website with InMotion Hosting for about 3 years now and I'm so pleased that I selected to have them as my hosting company. They have tons of information available to help you set-up your site and a terrific 24/7 tech support. You can get valuable information and help by reading the tutorials or viewing their flash tutorials. I use Frontpage to design my site so I was also please that they have Frontpage extensions available. They have html, perl, php, mysql guides and information to help you in anyway that they can. What I like most about InMotion Hosting is the 24/7 tech phone support and how knowledgeable, friendly and patience they are. This is my first website and they have been so helpful with any questions that I called them about. It's great to be able to contact them 24/7. They are a very reliable company and offer many different hosting plans. They have available everything that you would need in a hosting company and I highly recommend them.
Negative. Nickname: platform.gr Title: Terrible experience
As I customer I'm fully disappointed with In Motion Hosting. Our account has been suspended and we have no access to the control panel, emails (!) and ftp because the traffic was to high (250 visits per day) even though we bought unlimited traffic.
We are now afraid that we will lose all our critical data because they give no access to them. We are really terrified as a company and have been fully stultified to our customers because they see a message like that (pointing to a file suspended.cgi - you can understand what suspended means to a customer or partner!!!):
This site is currently unavailable
If you are the account holder, please contact customer service. Our customer service center is available 24x7 via phone, chat, or email.
As an established company in Greece (Oxy Publishing SA) with very serious and big customers we believe that the definitely don't deserve the award of professionalism. And our damage is really big and unrefundable in any way.
Typical comments of the Support category
Feedback concerning the stability of the company do not cause any complaints. In fact, 62 positive comments versus 2 negative reviews talk about the highest level of quality and reliability. Consequently, the server load is always monitored, the uptime is up to the mark and all the other factors that could somehow affect the stability are under control!