Rackspace IT Industry Service Report: A study into the cost of poor IT customer service

In today’s highly competitive IT market, customer support is becoming a crucial issue. British businesses have grown more discerning and ‘satisfactory’ service is no longer good enough. IT providers who cannot meet customer expectations are losing out on business with 69 per cent of organisations dropping IT suppliers in the last year due to service shortfalls.

Interestingly, customer service failings do not tend to make headlines when it comes to the IT industry. However, it is clear that service issues exist and are shaping the way that businesses view IT providers.

Customer service has become as important as price, technology and security in IT procurement decisions. In a recent Rackspace study of 250 businesses, 75 percent of respondents cited customer service as a top or growing priority.

Read the press release