What customers want from an IT support

provider8Survey results from OISG 04/13

What they said...In February 2013, OISG Group surveyed more than 60 IT professionals from across various industries.

We asked them what they looked for when selecting an IT support provider.

These were their responses...

Which of these triggers would prompt you to outsource your

IT support?

Requiring 24/7/365 support (44%)

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Requiring an expert level of service (39%)

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Needing to reduce costs (37%)

Respondents could select more than one answer

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Which three qualities are most important when selecting an IT

support provider?

1Responsiveness

6

2Pricing

£

3Technical capabilities

Which offerings are critical when selecting an IT support provider?

Guaranteed fix time (23%)

Offers contract flexibility (18%)

Holds necessary accreditation (18%)

Which of the following are not covered by your current IT support

provider?

Guaranteed fix time (42%)

A single point of contact (23%)

Discounted out-of-warranty cover (25%)

X

X

X

How important are customer testimonials to you?

63% said ‘Important’ or ‘Very Important’

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Which is more important when selecting an IT support provider:

service level or cost?

Less than 5% of respondents said cost

£

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In summary...:

When it comes to an IT support provider, customers want:

1) A guaranteed fix time

2) Discounted out-of-warranty cover

3) A single point of contact

But their current providers aren’t offering:

1) Contract flexibility

2) Competitive pricing

3) A qualified level of service

So, what’s next?

• Download our guide: 10 ways to stop your IT support costs from consuming your budget

• Download our guide: How to select the right IT support provider for your business

• Take a look at our infographic: How to combat the costs of IT support downtime

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