Loyalty among SMEs north of the border is low, claimed Glasgow-based business MVNO Abica last week. Quality independent resellers can pick up business from bigger providers as a result, it said.
Research commissioned by Abica said 95 per cent of SMEs would change telecoms provider because of disatisfaction with service.
Its findings parallel research by JD Power which found customer satisfaction in the UK mobile market is well behind other industries. Abica’s research was carried out by independent Market Transformations, which also found 30 per cent of SMEs only look at the front page of their monthly bill, while 15 per cent did not understand it.
Abica managing director Scott Allison said: “Telecoms is an ongoing cost for businesses and the least they should expect from a provider is value for money and excellent service.
“These are damning findings for the big players. By offering a bespoke service focused purely on SME customers we are using [their poor service] to our advantage. There are alternatives for businesses unhappy with their current contract; we make it easy to change provider. In the last two months alone have welcomed 20 new clients because of that.”