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.
The Latest
Over the last 20 years Digital Employee Experience has become a necessity for companies committed to digital transformation and improving IT experiences. In fact, by 2025, more than 50% of IT organizations will use digital employee experience to prioritize and measure digital initiative success ...
While most companies are now deploying cloud-based technologies, the 2024 Secure Cloud Networking Field Report from Aviatrix found that there is a silent struggle to maximize value from those investments. Many of the challenges organizations have faced over the past several years have evolved, but continue today ...
In our latest research, Cisco's The App Attention Index 2023: Beware the Application Generation, 62% of consumers report their expectations for digital experiences are far higher than they were two years ago, and 64% state they are less forgiving of poor digital services than they were just 12 months ago ...
In MEAN TIME TO INSIGHT Episode 5, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the network source of truth ...
A vast majority (89%) of organizations have rapidly expanded their technology in the past few years and three quarters (76%) say it's brought with it increased "chaos" that they have to manage, according to Situation Report 2024: Managing Technology Chaos from Software AG ...
In 2024 the number one challenge facing IT teams is a lack of skilled workers, and many are turning to automation as an answer, according to IT Trends: 2024 Industry Report ...
Organizations are continuing to embrace multicloud environments and cloud-native architectures to enable rapid transformation and deliver secure innovation. However, despite the speed, scale, and agility enabled by these modern cloud ecosystems, organizations are struggling to manage the explosion of data they create, according to The state of observability 2024: Overcoming complexity through AI-driven analytics and automation strategies, a report from Dynatrace ...
Organizations recognize the value of observability, but only 10% of them are actually practicing full observability of their applications and infrastructure. This is among the key findings from the recently completed Logz.io 2024 Observability Pulse Survey and Report ...
Businesses must adopt a comprehensive Internet Performance Monitoring (IPM) strategy, says Enterprise Management Associates (EMA), a leading IT analyst research firm. This strategy is crucial to bridge the significant observability gap within today's complex IT infrastructures. The recommendation is particularly timely, given that 99% of enterprises are expanding their use of the Internet as a primary connectivity conduit while facing challenges due to the inefficiency of multiple, disjointed monitoring tools, according to Modern Enterprises Must Boost Observability with Internet Performance Monitoring, a new report from EMA and Catchpoint ...
Choosing the right approach is critical with cloud monitoring in hybrid environments. Otherwise, you may drive up costs with features you don’t need and risk diminishing the visibility of your on-premises IT ...
