Why SMBs Expect More From Their Service Providers

Why SMBs Expect More From Their Service Providers

Why SMBs Expect More From Their Service ProvidersWhy SMBs Expect More From Their Service Providers

IT can instill confusion in a small business with limited resources, so IT service providers must clearly communicate how they can meet an SMB’s expectations.

Multiple IT Service ProvidersMultiple IT Service Providers

The majority of small businesses (69 percent) hire at least one type of IT service provider, and there is significant room for growth.

SMB Budgets Expected to IncreaseSMB Budgets Expected to Increase

39% of small businesses with IT service providers plan to increase their spending this year.

Managed Service Contracts Are FavoredManaged Service Contracts Are Favored

59% of IT services have transitioned from the traditional break-fix model to a managed service contract.

Dedicated In-House StaffDedicated In-House Staff

63% of respondents have dedicated IT staff in-house, but this varies radically between smaller and larger businesses.

Small SMBs Are Very InfluentialSmall SMBs Are Very Influential

31% of SMBs with 10 or fewer employees are significantly less likely to have IT staff in-house. This is an influential group in the SMB economy—80% have fewer than 10 employees.

Popularity of Managed Services VariesPopularity of Managed Services Varies

The cloud, at 70%, is the most prevalent managed service, followed closely by desk phones (69%) and mobile phones or tablets (63%).

Spending on IT Services in 2016Spending on IT Services in 2016

The trend to increase spending has been going on for 12-24 months as businesses realize the benefit of technology investment to enhance capability, efficiency and productivity.

Most Popular IT Services for SMBsMost Popular IT Services for SMBs

36% of SMBs hire cloud service providers. 33% use a service provider for computers and Website and online marketing. 25% use them to provide software.

Client Satisfaction Ratings for IT Service ProvidersClient Satisfaction Ratings for IT Service Providers

Using the Net Promoter Score (NPS), which asks the question, “How likely is it that you would recommend your service provider to a friend or colleague?” the survey found: Computers: 22, Cloud: 20, Server and other hardware: 20, Software: 18, Mobile app: 9, Desk phones: 7, Mobile phones or tablets: 7

CIO Insight Staff
CIO Insight offers thought leadership and best practices in the IT security and management industry while providing expert recommendations on software solutions for IT leaders. It is the trusted resource for security professionals who need network monitoring technology and solutions to maintain regulatory compliance for their teams and organizations.

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