We've built Rackspace on Fanatical Support®, our anytime, anywhere, any way approach to customer service. Needless to say, we take great pride and interest in our customers that do the same. Hence, THE FANATI, a contest introduced in 2007 to recognize one of our customers for valuing customer service as much as we do.

The contest consists of two rounds of judging. This year we did something a little different. Instead of completing an online application, we gave customers free-reign to create a short video explaining what their company does and why they exemplify great service. Rackspace internally reviews the applications and a short-list of finalists is announced. Finalists move on to the second round of judging, which involved two scoring categories. First, their video is critiqued and graded by a panel of external service industry experts. Second, in order to validate the finalists' claims of great service, a customer satisfaction survey is sent to the finalists' customers. Based on the scores from the survey results and the judge's scores, a winner is selected.

The good news is that we have a lot of customers who take caring for their customers as seriously as we do. The unfortunate news is that we can only recognize one of them annually with THE FANATI. In 2009, one company truly embodied the spirit of Fanatical Support, going above and beyond to meet and exceed their customers' expectations—PetRelocation.com.




PetRelocation.com—THE FANATI 2009 Winner
PetRelocation.com, the pet travel and pet transportation industry's leading service provider, offers full-service arrangements using pet friendly airlines for domestic and international pet transportation. Founded in 2004 in Austin, Texas, a strong emphasis is placed on assisting companies with relocating employees who own pets. In 2009, they were named one of the fastest growing privately-owned businesses by Inc. magazine as well as one of the Austin Business Journal's "Best Places to Work."

One customer in the survey said, "My rep at PetRelocation was excellent at providing us with not only the best in customer service, but awesome in communicating to us what was happening with our pet. This was very kind as our pet was delayed on route due to a highway accident, holding up traffic 2 hours. Our pet first stayed overnight (24 hours) with Pet Chauffeur, then traveled 6.5 hours on the plane, then was driven another 6 hours to hour new home in Dusseldorf, Germany. Not to mention, customs, trips to the airport, etc. PetRelocation made it okay, even when we were stressed and concerned; they kept us informed, every step of the way."

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• View the FANATI 2008 Winner