The OISG survey of over 60 IT professionals in February 2013 revealed key factors influencing the selection of IT support providers, with 24/7 support and expert service being top priorities. Customers prioritize responsiveness, pricing, and technical capabilities, while critical offerings include guaranteed fix time and contract flexibility, currently lacking from providers. Additionally, 63% of respondents value customer testimonials, and a majority indicate service level is more important than cost.

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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5. this

6. stat
»

7. Requiring an expert
level of service (39%)
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8. this

9. stat
(

10. Needing to reduce
costs (37%)
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11. this

12. stat
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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