Revealed: More than half of UK small businesses plan to leave current broadband provider

Thursday 25 November 2021
  • More than half (51%) of UK SMEs are likely to leave their current business broadband provider. This is despite nearly three quarters investing in business broadband or adapting their business to deliver digital services over the past 12 months.
  • Two thirds are currently planning to increase their investment further in digital services such as broadband, broadband security and digital customer offerings.
  • More than three quarters (77%) of small businesses have been impacted by slow broadband over the past year.
  • Almost three quarters (74%) of small businesses said that they would be more likely to recommend a business broadband provider to someone else if it offered 4G or 5G backup, ensuring an extra reliable connection.

A new study commissioned by Sky Connect has revealed that 51% of UK small businesses are likely to leave their current business broadband provider. This is despite nearly three quarters (71%) having invested in business broadband or adapted their business to deliver services that can be experienced both online and in person over the past 12 months.

Bad customer service, slow upload and download speeds as well as unreliable broadband connection were cited as the top reasons for leaving.

The research, conducted by Censuswide for Sky Connect, Sky’s B2B telecoms business, investigated SME connectivity, and found that more than three quarters (77%) of small businesses have been impacted by slow broadband over the past year. The impact of unreliable business broadband can be huge, with inability to communicate with customers and suppliers (33%), hampered productivity (32%) and even losing customers (32%) cited as the biggest knock on effects.

The good news however, is that two thirds of SMEs are planning to increase their investment in digital services such as broadband, broadband security and digital customer offerings, as they grow, support hybrid business models and cater to customer expectations.

Kevin O’Toole, Managing Director at Sky Connect said “Broadband is not something businesses will - or should - be thinking about day to day, but it’s noticeable as soon as it isn’t up to standard, and can have damaging consequences. As SMEs continue to adapt to an increasingly digital world and deliver additional online services, more than ever before, broadband providers must prioritise reliability to enable small businesses to focus on what really matters to them.

“This is a belief that has been central to our philosophy at Sky Connect from the very beginning, and we are proud to be a part of the journey towards better, more reliable connectivity for UK small businesses.”

This new data reveals that businesses are clearly on the look-out for more reliable connectivity, and there’s a real opportunity for providers to impress. Nearly three quarters of SMEs are planning to invest in full fibre connectivity when it becomes available in their area. This is to achieve the main benefits of connectivity such as a more reliable internet connection, faster and more consistent speeds and the ability to connect more devices.

And, nearly three quarters (74%) of small businesses said that they would be more likely to recommend a business broadband provider that delivered a far more reliable connection to someone else if it offered 4G or 5G backup.

Launched in 2021 Sky Connect is a new provider in the B2B telecoms market focused on partnering with small businesses to provide them with a great broadband experience, offering purpose-built business products, exceptional service, and simple pricing with no hidden fees. Created with reliability in mind, Sky Connect offers ‘Connection Pro’ the UK’s only business-grade 4G internet back-up service, as well as ‘VoiceEdge’ – the UK’s most feature-rich inclusive digital phone service for small businesses, helping them to manage their calls from anywhere and everywhere.

This Black Friday, Sky Connect will launch its best deal of the year, allowing customers to save over £600 on their Advantage Pro business broadband package with a free second voice line and 4G back-up service. For more details, please visit: www.skyconnect.uk/black-Friday

For more information on Sky Connect visit: www.skyconnect.uk

For more information please contact

Gemma Ashley, Associate Director, Fight or Flight: gemma.ashley@fightflight.co.uk

Survey methodology

Sky Connect commissioned a Censuswide research survey of 500 UK SME owners on 21st to 28th October 2021. The research investigates SME attitudes towards connectivity and their plans for a connected future.

About Sky Connect

Sky Connect is Sky’s new B2B broadband business, offering purpose-built business products, exceptional customer service and simple pricing with no hidden fees.

Targeted at small businesses, we offer the UK’s only business-grade 4G internet back-up product and a digital phone service with more call management features included than anyone else, to ensure our customers stay connected.

Our customer service is industry-leading. Our residential Sky broadband, the second largest provider in the UK, has received fewer complaints to Ofcom over the past 10 years, on average, than any other supplier.

As part of the Comcast Group, we’re proud that the foundations for Sky Connect’s offering have been set by Comcast Business, one of the leading providers of business broadband in the United States, who serve more than 2 million customers, with over 15 years of sector experience.

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