SMEs and communications services

Case study

The context

Ofcom's primary duty is to further the interests of consumers and citizens in relation to communications matters; this includes business consumers. As part of this duty, Ofcom needed to update its understanding of and evidence on the experiences of UK SMEs in the communications market.

What we did

Over 2000 interviews with SME decision makers using a mixed-mode telephone and online approach. Topics included communications services used, attitudes, satisfaction, switching, net neutrality and contracts.

Minimum quotas were set on size, nation, English region, industry sector and urbanity. A dual weighting approach was used to account for methodology, company size, regions/nations and urbanity.

An initial qualitative pilot was conducted prior to full survey launch.

How it helped

The project delivered robust insights on an important part of the communications market. It revealed that the majority of SMEs are having their needs met but that micro, rural, and SMEs in Scotland and Wales are facing challenges. It also demonstrated a need for improvement with service availability and responses when issues arise.

Read more here.

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