Protecting over 200 million PCs, Macs, & Mobiles – more than any other antivirus


January 7th, 2011

Customer feedback (positive + ‘negative’ = positive)

Customer feedback, with other companies and industries I’ve worked in, had a tendency toward primarily negativity. There was very little balance – complaints greatly outweighed any occasional positive stories we would receive. In each case we would justify the imbalance with generalizations that “people love to complain” or “nobody has time to give positive feedback”… or the cynical “they probably just want a credit” (and, at least in American culture, the last one is unfortunately often the case, as it has become a norm there to take advantage of the adage “the customer is always right” to secure discounts, freebies, etc. – I know, because I myself have emailed restaurants after a bad experience, knowing I would likely receive a voucher along with the standard apology) .

Something is different, however, at AVAST. Sure, there’s still ‘negative’ feedback (see explanation below) that comes from offering any sort of product or service to a global market, but what’s different here is that we get so much positive feedback, as well. I’ve never seen anything like it (i.e., while working with, e.g., telecoms, security/surveillance, business services, or education industries). A naïve (utopian) counter-assumption to the above ‘reasons’ for an overabundance of negative feedback would be that this noteworthy influx of positive feedback at AVAST is the combined result of: 1) superior product; 2) people having more time to be positive; and 3) customers wanting to give something back.

Happy customers Earlier this week an email made the rounds here. It was from a government security technician at an embassy in a neighboring country, who told us:

I was running McAfee and not only did it let the virus in, it never found it despite repeated updates and scans. I searched their website and found that they would specifically connect to my PC and kill the virus which they had missed FOR $90! So I downloaded SpyBot which also failed to find it. The virus would not let Windows Defender run, and closed any browser which searched for Windows Defender. Then I downloaded your free anti virus and it found and killed it (mscj.exe as I recall).

That’s the type of feedback we get – regularly. At first, we thought about putting all of it on our website, in our Personal References section, but instead we present there a sampling, as nobody would have time or inclination to read them all.

‘Negative’ feedback As to ‘negative’ feedback, there are really two types, the 2nd one of which actually turns out to be positive – 1) something akin to scribbles on a bathroom wall and tells us no more than a general “you suck” (one suspects these could be a competitor taking a rather unproductive approach to PR); or 2) constructive feedback that helps us make our product better (this we like, as it helps us all – developers, QA, Virus Lab, marketing, and especially… the entire community of avast! users).

Contact options We offer contact channels at AVAST Software. On www.avast.com, we have a Contact Us page with multiple options. Additionally, we have our Support Center, User Forum, Facebook page, and Twitter feed. And we do try our best to monitor all communications and respond quickly to relevant issues – so if you can think of ideas that might make avast! products better, please let us know.

  • http://digitalspine.blogspot.com MZIskandar

    Hello..

    (+)
    1. I’m happy with Avast. Easy to install, uninstall and reinstall compared to other anti-virus. (http://digitalspine.blogspot.com/2010/10/installing-adobe-flash-without-dlm.html)
    2. I’ve suggested to all my friends, family and clients to use/buy Avast. They are happy, I’m happier ~ easy for maintainance.

    (-)
    1. Updates file took a long time (now I’m running 50Kbps broadband! Sucks! ~ I know)
    2. Sometimes file corrupted while updating (need to uninstall and reinstall)
    3. I wish, Avast can be smaller ~ as small as possible. I don’t need shiny UI, sounds and voices.
    4. I wish Avast can be portable (eg: with its own minimal bootable OS that can scan other HDD)
    5. I wish Avast can run on Linux to kill Window’s viruses.

    Cheers! :)

  • Pingback: Customer feedback (positive + ‘negative’ = positive) | Computer Security Articles

  • Pingback: Customer feedback (positive + ‘negative’ = positive) | Security Antivirus Virus

  • http://www.ppinfotek.com yanto chiang

    MZIskandar :
    Hello..
    (+)
    1. I’m happy with Avast. Easy to install, uninstall and reinstall compared to other anti-virus. (http://digitalspine.blogspot.com/2010/10/installing-adobe-flash-without-dlm.html)
    2. I’ve suggested to all my friends, family and clients to use/buy Avast. They are happy, I’m happier ~ easy for maintainance.
    (-)
    1. Updates file took a long time (now I’m running 50Kbps broadband! Sucks! ~ I know)
    2. Sometimes file corrupted while updating (need to uninstall and reinstall)
    3. I wish, Avast can be smaller ~ as small as possible. I don’t need shiny UI, sounds and voices.
    4. I wish Avast can be portable (eg: with its own minimal bootable OS that can scan other HDD)
    5. I wish Avast can run on Linux to kill Window’s viruses.
    Cheers!

    Hi Iskandar,

    For some minus description that you wroten about avast :
    1. Please make sure that you have a goo internet connection on your site, as far i know for each application should have a good enough internet connection to do the update

    2. File corrupted because your are not completed download the database

    3. Well, everyone have a different description with the design. As long as avast GUI doesn;t make your system clash, why not?

    4. I think avast has already included real time shield to scan for each portable or removable disk when you plug in to your system automatically

    5. Avast has already provide for linux user, please see : http://www.avast.com/other-products

    If you have further issues related with technical issues you may drop your issues in to forum.avast.com

    cheers,
    yanto chiang

  • Marc

    My computer was infected before I installed the paid version of Avast. There was a rootkit and Avast failed to find it – so… #FAIL. But I have to say this – when I reported it, eventually a member of the Avast team asked me for more details – so that was good. At the time I was freaking out timewise and couldn’t help, which I was sad about.

    Another moan is that I’d like to be able to tell the webshield to use a proxy, but I can’t in 5 (apparantly there was a way to do it in 4).

    Anti-malware software is like insurance, you hope you never need it and your rely on it to work properly when you do. Hopefully Avast will do it’s job on the day I need it to – then I can offer +’ve feedback.

  • Jason Mashak

    This is the kind of feedback we like. Of course, some “avast! problems” are often due to reasons other than avast! software, but our tech wizards (curious as they are) read your comments and look for trends… which helps us to perfect performance overall. Thanks for being part of the team.

  • M.Ayub

    Great Avast,
    wow Avast is the best anti virus not only free but realy brave for all viruses, not mercy he he he

  • http://www.bisu.page4.me Biswajit Roy

    avast is a very best anti virus for home user , I am also try avg & avira but I think avast is the best, it is also best working & auto update for slow speed net. Try it today

  • ha14

    I think the free version of avast should allow to remove infections since they are other free antivirus utilities that do that and some are cheaper. overal Avast is good antimalware. But in few occasions I had an alert and avast couldnt eliminate or add it to quarantine, well

  • ZAIN

    AVAST! IS THE BEST CHOICE FOR ME BECAUSE I AM USING PENTIUM 3 AND I LIKE ONE THING ABOUT AVAST THIS ANTIVIRUS IS VERY LIGHT WEIGHT OF ALL OTHER ANTIVIRUS LIKE EG.AVG,MCAFEE,NORTON AND SYMENTEC THEY ALL ARE VERY HEAVY WEIGHT WHEN I WAS DOWNLOAD ALL OF THESE ANTIVIRUS MY COMPUTER IS LIKE BECOME VERY SLOW RUNNING START VERY SLOW AND PROGRAME OPEN VERY SLOW SO ALL OF THIS TYPES OF PROBLEMS I FOUND AND ABOUT AVAST I NEVER HAD ANY OF THEST TYPES OF PROBLEMS I LIKE AVAST VERYMUCH ALSO DETECTION RATE IS THE BEST AND POWERFUL THANK’S AVAST!FOR LOUNCH FREE AVAST ANTIVIRUS ADITION FOR HOME AND NON COMERCIAL USE. THANK’S AND BYE.

  • Alex13

    Reboot requirement when core is updated is bad thing.
    Why not just stop service – update files – restart service?

  • Pingback: Customer feedback (positive + ‘negative’ = positive) | Computer Security Articles

  • Jason Mashak

    @Alex13

    Can you be more specific as to what the ‘ideal’ would be for you? (and why) Thanks!

  • Bill

    I have been using Avast since around 2000 or 2001. Before that I tried other anti-virus programs, but none of them can compare. Keep up the great work Avast team! You have a lot of happy users out here. I spread the word to anyone that ever asks me about antivirus programs.

  • Alex13

    Jason Mashak automatic core updating WITHOUT reboot :)

  • RZPogi

    I have been using Avast for more than three years already. Until now, it is still constantly improving. Keep up the great work!

  • http://avast.com hey There

    Hello,
    First of all, thanks for the excellent software and for saving my ass from malwares and viruses for over 3 years now. . .I am very grateful.

    :)

    You need to improve your installation settings (Express Installation for version 5.xx), windows XP, SP3.

    Action: I selected express install.

    Expected result:
    Express Installation means that the installer will not ask anymore questions and will proceed on its own with default options.

    Actual result:
    installer stopped to ask me some questions, while I was typing on gtalk. End result – computer rebooted without my permission. I lost some work.

    Please fix this.

    Otherwise an excellent product.

  • Gianni

    @Alex13

    But this way the computer remain unprotected for the time needed for the update.