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Fri, 14 Nov 2008 72 per cent of businesses would dump ISP over poor service

Level of support was most important criteria

Macworld staff

72 per cent of businesses say they would change ISP if their internet connection became unreliable. The independent research carried out by Shape the Future Limited on behalf of Zen Internet, the award winning ISP, surveyed over a 1,000 Small Medium Enterprises (SMEs) between September and October.

An important decisive factor for SMEs is the level of support provided by ISPs: 85 per cent stated that the level of support was the most important criteria when choosing an ISP while the highest number of respondents, 80 per cent, considers UK based support to be very important. Some ISP providers have been criticised for taking telephone support overseas and cutting staffing costs.

Despite the concerns over poor service and reliability, the survey found businesses change ISP infrequently. Just over half of those asked, 55 per cent were happy with their current supplier and were unlikely to change, 68 per cent had not changed ISP in the last year and only 13 per cent are considering changing ISP at present.

When they do, it's mainly when there are issues with reliability, quality of service, cost or for higher speeds. It was found that 72 per cent of SMEs said they would change provider because of unreliable connection, but note only 40 per cent would change to save money.

98 per cent of SMEs consider reliable Internet access to be critical to the needs of their business.71 per cent of SMEs thought it was important that their ISP was business orientated, as 80 per cent use the Web to locate suppliers and 76 per cent use it for purchasing activities.

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Comments received


ISP buster said on Fri, 14 Nov 2008

I am just changing ISP for business (and also for home as it happens) because I find it too expansive for its speed and availability and because the helpdesk is manned by a lazy moron that will not look for the problem but prefer to tell me to find out what I am doing wrong (despite my having already checked), telling me inaccurate information and never admitting it when he is wrong (and by the way, this is UK based help).

Baz said on Sat, 15 Nov 2008

@ ISP buster; Yeah, but who is it?

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