Small and medium-sized enterprise telecoms services buying behaviour: 1Q 2025 business survey

Analysys Mason surveyed 910 small and medium-sized enterprises (SMEs) in Germany, Singapore, the UK and the USA between December 2024 and January 2025 to assess their telecoms and IT usage patterns and buying behaviours.

This report focuses on findings from the questions that we asked SMEs about their use of multiple suppliers, factors influencing supplier choice and the importance of online channels and information compared to face-to-face engagement.

It also assesses how responses vary by size of business and country.

Topics analysed

• Overall satisfaction with telecoms suppliers
• Propensity to use consumer-grade products
• Use of multiple suppliers, including reasons for doing so
• Preferences to reduce the number of suppliers used
• Willingness to purchase more IT services from telecoms providers
• Factors informing supplier selection
• Main sources of information for supplier selection
• Preferences for the use of online channels for buying and managing telecoms services

Questions answered in this report

• Is there an opportunity for operators to consolidate supply across multiple communications and IT services?
• Which are the most important factors to SMEs when selecting a supplier for communications services?
• Which sources of information do SMEs rely on when selecting a supplier?
• What are SMEs' preferences for online versus face-to-face channels when buying and managing their communications services?

Geographical coverage

• Germany
• Singapore
• UK
• USA