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A new online survey of 401 full-time UK business connectivity decision-makers, which was conducted by alternative UK broadband network provider LightSpeed Networks (company with a vested interest), claims to have found that 45% of respondents have experienced a fault where “responsibility between suppliers was disputed or unclear“.
The study suggests that clear accountability during a network outage remains a challenge for many businesses and 34% of buyers say ownership of fault resolution across their connectivity supply chain is not clearly defined, sometimes leaving businesses having to navigate multiple suppliers. This is despite the fact that 75% of UK business connectivity buyers believe cloud and AI adoption has made resilient connectivity more important.
Poor outage response was also found to be the most-cited reason businesses would switch connectivity providers, highlighted by 56% of buyers, ahead of price (51%) and poor customer support (48%). Clear accountability and confidence in fault handling are therefore becoming increasingly important parts of the provider relationship.