UK Decision Makers Unsatisfied with IT Vendor Service
May 24, 2018
Share this

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.


Share this

The Latest

November 15, 2018

We all know artificial intelligence (AI) is a hot topic — but beyond the buzzword, have you ever wondered how IT departments are actually adopting AI technologies to improve on their operations? ...

November 14, 2018

How can IT teams focus on the critical events that can impact their business instead of wading through false positives? The emerging discipline of AIOps is a much-needed panacea for detecting patterns, identifying anomalies, and making sense of alerts across hybrid infrastructure ...

November 09, 2018

In a recent webinar AIOps and IT Analytics at the Crossroads, I was asked several times about the borderline between AIOps and monitoring tools — most particularly application performance monitoring (APM) capabilities. The general direction of the questions was — how are they different? Do you need AIOps if you have APM already? Why should I invest in both? ...

November 08, 2018

There's no place like the web and smartphones for the holidays. With the biggest shopping season of the year quickly approaching, retailers are gearing up to experience the most traffic their online platforms (web, mobile, IoT) have ever seen. To avoid missing out on millions this holiday season, below are the top five ways developers can keep their apps and websites up and running without a hitch ...

November 07, 2018

Usage data is multifaceted, with many diverse benefits. Harvesting usage-driven insights effectively requires both good foundational technology and a nimbleness of mind to unify insights across IT's many silos of domains and disciplines. Because of this, leveraging usage-driven insights can in itself become a catalyst for helping IT as a whole transform toward improved efficiencies and enhanced levels of business alignment ...

November 06, 2018

The requirements to maintain the complete availability and superior performance of your mission-critical workloads is a dynamic process that has never been more challenging. Here are five ways IT teams can measure and guarantee performance-based SLAs in order to increase the value of the infrastructure to the business, and ensure optimal digital performance levels ...

November 05, 2018

APMdigest asked experts from across the IT industry for their opinions on what IT departments should be monitoring to ensure digital performance. Part 5, the final installment, offers some recommendations you may not have thought about ...

November 02, 2018

APMdigest asked experts from across the IT industry for their opinions on what IT departments should be monitoring to ensure digital performance. Part 4 covers the infrastructure, including the cloud and the network ...

November 01, 2018

APMdigest asked experts from across the IT industry for their opinions on what IT departments should be monitoring to ensure digital performance. Part 3 covers the development side ...

October 30, 2018

APMdigest asked experts from across the IT industry for their opinions on what IT departments should be monitoring to ensure digital performance. Part 2 covers key performance metrics like availability and response time ...