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[NEW RESEARCH – GetData] “Make it cheap and make it quick”, small businesses tell IT support providers

Small businesses care most about cost and response times when they’re choosing an IT support provider, according to GetApp research.

GetApp’s survey reveals that cost and response times are as important as each other for these companies when looking for an IT support solution. 34.4% of small business owners and managers polled say that cost is their main determining factor, whereas 33.8% say response times are the most important thing to look out for.

This means that less than one-third of small businesses are looking for something other than price and speed of response when choosing an IT support provider. The next most common determining criteria for solution selection is 24/7 monitoring (14.7% of respondents rank this as most important), followed by the availability of different pricing plans (13.2%).


Key research findings:


Details of the research:

Answers to the question: “What is the most important factor you consider when choosing an IT support provider for your business?”

#1. Overall cost – 34.4%

#2. Response times – 33.8%

#3. 24/7 monitoring – 14.7%

#4. Availability of different pricing plans – 13.2%

#5. Size of company – 1%

#6. Other – 3%


Demographics: Over 500 US-based respondents from a panel of SMBs (small and medium-sized businesses), excluding those that maintain their own IT support team. Respondents are aged between 25 and 54 and have an average inferred annual income of $24k – $150k. This research was devised in collaboration with Atera.


If you’re a tech journalist or blogger and would like custom research to use in your articles, please complete this research request form. Alternatively, if you have questions, please get in contact with chief editor, James at james.thornton@getapp.com.

Categories: Independent SaaS and SMB industry research
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James Thornton :James is chief editor at GetApp Lab. He has worked as a software journalist for the last 15 years, documenting everything from the rise of the smartphone apps to the impact of cloud technology of modern business. He's excited about how apps are shaking up the worlds of HR, sales, and business intelligence.