IT decision makers see broadband as ‘critical’ to the future, but too many ISPs failing to provide reliability and good customer service

• 77% see reliable broadband as critical to the future of their business
• 45% say reliability and customer service more important than connection speed
• Only 14% say price the most important factor when choosing a broadband provider

Milton Keynes, 13 April 2011 – Research released today by Powernet, the UK’s oldest, independent business ISP, has revealed that while 77% of IT decision makers see a reliable broadband connection as critical to the future of their business, 83% don’t believe their provider can meet their future broadband needs. And it seems that some ISPs aren’t listening to needs of business customers because, despite the ‘race for speed’ currently being conducted by the UK’s biggest ISPs, 45% of IT decision makers said that reliability and customer service are actually more important to them than connection speed.

In addition, a further 65% said they were more than satisfied with the speed of their current broadband connection, pointing to the fact that, for most businesses, connection speed is no longer a major concern. On the back of the research, Powernet has today published a ten-step guide to help businesses get the broadband partner for the future they deserve and really need. The guide can be downloaded for free from www.powernet.co.uk/UKbroadbandresearch.

“There is a very concerning and growing trend in our industry which this research clearly picks up on,” said Tony Tugulu, Powernet’s CEO. “In the rush to offer faster and faster services, too many business ISPs are neglecting what UK businesses actually want: reliability and customer service. If ISPs focused more on putting in place the infrastructure that guaranteed a reliable, always-on service, the level of satisfaction would surely be greater and UK businesses would be better placed to thrive as a result.”

Price too seems to be less of a concern, with businesses seemingly willing to pay for quality. Only 14% said price was the most important factor when it came to choosing a broadband provider and 75% happy with what they were currently paying. More worrying is that some businesses feel they aren’t even getting value from their provider with one in five saying they thought ISPs were more concerned with profit than service.