OISG Group analysed the results of their IT support survey and presented their findings to showcase what customers really want from and IT support provider.

1. What customers want
from an IT support
provider
8 Survey results from OISG 04/13

2. 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...

3. Which of these triggers would
prompt you to outsource your
IT support?

4. Requiring 24/7/365
support (44%)
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7. Requiring an expert
level of service (39%)
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10. Needing to reduce
costs (37%)
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ÞRespondents could select more than one answer

13. Which three qualities are most
important when selecting an IT
support provider?

14. 1 6
Responsiveness

15. 2£
Pricing

16. 3
Technical capabilities


17. Which offerings are critical when
selecting an IT support provider?

18. Guaranteed fix time (23%) 
Offers contract flexibility (18%) 
Holds necessary accreditation (18%) 

19. Which of the following are not
covered by your current IT support
provider?

20. Guaranteed fix time (42%) X
Discounted out-of-warranty cover
(25%)
X
A single point of contact (23%) X

21. How important are customer
testimonials to you?

22. CCCCC
63% said ‘Important’ or ‘Very Important’
CCCCC
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25. Which is more important when
selecting an IT support provider:
service level or cost?

26. £
Less than 5% of respondents said cost
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29. :
In summary...

30. 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

31. But their current providers aren’t
offering:
1) Contract flexibility
2) Competitive pricing
3) A qualified level of service

32. 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
If

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