Australian Communications Consumer Action Network

Small Business Telecommunications Service Use and Experience

New research by Market Clarity has found nearly 29% of small businesses owners are suffering the same customer service and complaint-handling problems experienced by general consumers, even though the vast majority are paying for business-grade services.

The study, Small Business Telecommunications Service Use and Experience, demonstrates that small businesses are readily embracing the digital economy, with 92% of the 260 respondents using 3-5 distinct telecommunications service types (fixed voice, fixed broadband, VoIP, mobile voice, mobile broadband and EFTPOS).

While the vast majority of business customers are for the most part satisfied with the overall quality of their telecommunications services, the study highlights significant customer service and complaint-handling problems, with a staggering 45% of respondents making a complaint to at least one of their providers in the past year.

Download report: Small Business Telecommunications Service Use and Experience [Adobe Acrobat PDF - 9.06 MB]

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