Broadband

Research from Zen Internet shows that, despite the gloomy economic outlook, businesses are prioritising broadband service over cost.

In fact 85% of SME respondents stated that level of support for their broadband service was the most important criteria when choosing a supplier for their business. Similarly, whilst 72% of SMEs said they would change ISP if the connection were unreliable, only 40% said they would change to save money.

Hence the research further shows that despite the consumer marketing moving in to a ‘switcher’ market, which is driven by price, two in three businesses have not changed their ISP in the last year and only 13% are actively looking for a new supplier.

Gary Hough, Operations Manager at Zen Internet believes the results clearly show that businesses are prioritising support and service quality over price.

“I think the results show that we’ve been right to concentrate on reliability and service, even if it’s meant we’re not the cheapest ISP available,” he says.

“We work hard at building a reliable service but most importantly when things go wrong we always make sure customers have a number so they’re not left with their broadband down and needing to search through online help pages and FAQs trying to find a number they can call. We do offer online help as well, of course, as well as an SMS help service.”

Hough claims that although the company is usually reselling a BT service (its LLU activity is mostly limited to the Greater Manchester area) there are still ways it can set up equipment to provide as reliable a service as possible as well as provide a help desk that is manned around the clock for when things goes wrong.

Tags: Zen Internet