8 of 10 SMES not satisfied with telcos - Survey

Latest survey on Telesperience from Comarch, a global provider of end-to-end solutions for telecommunications, has revealed that eight of 10 European Small and Medium Enterprises (SMEs) have plans to change telecom provider.

ITRealms gathers that the Telesperience research was based on a survey on 298 European SMEs in France, Germany, Netherlands, Poland, Sweden and the United Kingdom (UK), according to the author and Chief Analyst, Telesperience, Ms Teresa Cottam.

She said that the level of satisfaction of European SMEs with their telecom service providers was identified during the survey.

 The survey, she said, was done by an analyst firm, Telesperience, on 298 European SMEs, to see what they saw as the most valuable services that Consumer Satisfaction Problems (CSPs) could offer them, but also to identify the main churn and dissatisfaction factors. 

She also revealed that some of the key issues included that SMEs do not feel loyal to their CSP(s) – 8 out of 10 plan to change service provider in the near future; The biggest causes of frustration amongst SMEs are billing-related issues, low quality of services and networks, and the inability of service providers to quickly and effectively resolve problems; and the most important factors for SMEs when selecting a telecom service provider are service availability, service quality and dedicated tariff plans, while low price is only rated as fourth on the list.

Additionally, Ms Cottam said, eight out of 10 SMEs do not see handset selection as being a “deal breaker” as they prefer a cheaper service to their ideal handset. While 48 per cent of SMEs would prefer to have a single service provider for all their services, even as she pointed out that the services that SMEs would value include: access to itemized and archived bills, an ability to set spending limits for their employees, as well as fixed-mobile convergence.

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