How SMBs Find and Assess Telecom Services

How do small and midsized businesses (SMBs) first learn about telecom services? And what do they look for when they make a purchase decision? To find out, we surveyed 500 U.S. SMB principals.

SMBs rely on social media and search to learn about and research telecommunications services. Very small businesses (VSBs, with 1-19 employees) and small businesses (SBs, with 20-99 employees) rank YouTube first, followed by search for VSBs and Facebook for SBs. Midsized businesses (MBs, with 100-500 employees) go to Facebook first, followed by YouTube.

Top Five SMB Telecom Information Sources

We also asked SMBs what they want most in telecom service. VSBs rank reliability/uptime most important, followed by cost-efficiency and high speed/bandwidth. SBs rank voice quality highest, followed by high speed/bandwidth, reliability/uptime, and security. MBs prioritize customer support, with high speed/bandwidth and flexibility rounding out their top three.

What SMBs Want in Telecom Service

Looking for actionable SMB insight? Bredin’s global research gives you high-value insights to improve your go-to-market, product, pricing, UX, and other strategies. We also generate uniquely valuable data for high-impact content, PR, social, and sales support programs.