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:
- 68% of small businesses feel that either price or response time is the most important factor when choosing an IT support provider.
- Small business owners and managers appear to be split on which of these things is more important. 34.4% say overall cost is the most important criteria, while 33.8% say response times are most critical.
- Less than 1% of respondents take the vendor’s size into consideration when choosing an IT support solution.
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.
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