UK Decision Makers Unsatisfied with IT Vendor Service

Customer service is king for IT decision-makers in the UK when it comes to the key checklist of what they look for in an IT vendor, according to the 2018 Powering Potential Study by Cogeco Peer 1.

85% believe that their organization’s most prominent current IT vendor can improve its service

The vast majority of respondents (85%) believe that their organization’s most prominent current IT vendor can improve its service, with only 14% stating that they are satisfied with the current service they receive.

Furthermore, over 7 in 10 respondents stated that cost (75%) or service (71%) are in their top three factors that matter the most to their organization when looking for an IT vendor, with around a quarter (22%) saying that service is the most important factor.

The study, which surveyed 150 IT decision-makers in the UK across several different industries including financial services, retail, higher education, business services and media, looked into the real value of service and found that when it comes to pricing, businesses are not necessarily looking for those providers willing to engage in a race to the bottom. Although price does remain the main concern, and with budgets tightening, businesses are increasingly recognizing the need for strong scalability capability, to cope with the peaks and troughs they experience.

Susan Bowen, VP and General Manager, EMEA at Cogeco Peer 1 said: “Good customer service has often been overlooked in favor of competitive pricing and exciting new products in the IT market, but more and more businesses are finding the service they receive isn’t living up to their expectations or needs, as they grow. Having dedicated technical account managers, fast-turnaround on enquiries and 24/7 support can make more of a difference to their bottom line than the expertise the vendor brings or product flexibility, in a service outage or data breach situation, for instance.”

Almost all (95%) believe their IT vendor could improve in some aspect, with over half (54%) stating that their IT vendor’s service is one of the most pressing things they could improve.


Related Links

Hot Topics

The Latest

Redis Monitoring 101: Key Metrics You Need to Watch

As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Beyond Traditional Autoscaling: The Future of Kubernetes in AI Infrastructure

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI Drives Surge in Data Budgets

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned Architecture Causes Service Disruptions, High Operational Costs and Security Challenges

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

How GenAI Can Save Time for the NetOps Team

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

Will AI Solve the Growing Data Divide?

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

Top Concerns for Tech Decision Makers

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

Gartner: Top Trends Shaping the Future of Cloud

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

The Great SaaS Hangover (and the Cure Nobody Is Talking About)

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

OpenShift Monitoring: 5 Things You Need to Keep an Eye on

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

UK Decision Makers Unsatisfied with IT Vendor Service

Customer service is king for IT decision-makers in the UK when it comes to the key checklist of what they look for in an IT vendor, according to the 2018 Powering Potential Study by Cogeco Peer 1.

85% believe that their organization’s most prominent current IT vendor can improve its service

The vast majority of respondents (85%) believe that their organization’s most prominent current IT vendor can improve its service, with only 14% stating that they are satisfied with the current service they receive.

Furthermore, over 7 in 10 respondents stated that cost (75%) or service (71%) are in their top three factors that matter the most to their organization when looking for an IT vendor, with around a quarter (22%) saying that service is the most important factor.

The study, which surveyed 150 IT decision-makers in the UK across several different industries including financial services, retail, higher education, business services and media, looked into the real value of service and found that when it comes to pricing, businesses are not necessarily looking for those providers willing to engage in a race to the bottom. Although price does remain the main concern, and with budgets tightening, businesses are increasingly recognizing the need for strong scalability capability, to cope with the peaks and troughs they experience.

Susan Bowen, VP and General Manager, EMEA at Cogeco Peer 1 said: “Good customer service has often been overlooked in favor of competitive pricing and exciting new products in the IT market, but more and more businesses are finding the service they receive isn’t living up to their expectations or needs, as they grow. Having dedicated technical account managers, fast-turnaround on enquiries and 24/7 support can make more of a difference to their bottom line than the expertise the vendor brings or product flexibility, in a service outage or data breach situation, for instance.”

Almost all (95%) believe their IT vendor could improve in some aspect, with over half (54%) stating that their IT vendor’s service is one of the most pressing things they could improve.


Related Links

Hot Topics

The Latest

Redis Monitoring 101: Key Metrics You Need to Watch

As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Beyond Traditional Autoscaling: The Future of Kubernetes in AI Infrastructure

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI Drives Surge in Data Budgets

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned Architecture Causes Service Disruptions, High Operational Costs and Security Challenges

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

How GenAI Can Save Time for the NetOps Team

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

Will AI Solve the Growing Data Divide?

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

Top Concerns for Tech Decision Makers

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

Gartner: Top Trends Shaping the Future of Cloud

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

The Great SaaS Hangover (and the Cure Nobody Is Talking About)

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

OpenShift Monitoring: 5 Things You Need to Keep an Eye on

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...