The level of customer service and responsiveness. The ability to make things work when they don't. I was working with an agency who was not doing a good job with their website and I was able to save my business money and get my website up and running with little effort. I did not have any problems. The only thing I can say is that they could make it easier to see if you have the correct information on your account. That's not a problem for me, but it would be nice if they had a way to see if the information they have is correct. It would be nice to have some more options for the different ways you can use it. I am able to manage my own business account. I can edit the content and make it my own. I can add photos and videos. I can manage my social media. I can manage my phone listings. I can manage my GPS locations.