This research is highlighted in the company’s latest whitepaper ‘How To Guide: Choosing a Right Colocation Provider’ which looks to help customers assess their current colocation provider and establish whether their particular service offering will meet their requirements growing forward. It offers insights into those thinking about changing their colocation provider.
In Q3 of last year, Coreix conducted a survey with 110 senior executives who use datacentre services in the UK, Ireland and the Netherlands. It found that there were a surprising number of pain points which they are being faced with including lack of transparency around extra charges and poor levels of support.
The survey found that 18.5 percent of respondents were extremely unhappy at the lack of transparency about extra charges from their colocation provider. It highlighted that customers are not only unhappy at the lack of transparency over additional charges, but also frustrated that skilled personnel are often not permanently on site, faced with poor response times and that additional services such as anti DDoS solutions are not offered in some cases.
Commenting on the findings, Paul Davies, Technical Director at Coreix, said: “Although the colocation market is forecast to experience significant levels of growth in the coming years, customers are becoming increasingly vocal about their pain points. The colocation sector would do well to remember that customers are increasingly astute, and service providers have to pay attention to these pain points if they wish to meet the demands of their customers in the years ahead. Hopefully this survey will have identified the areas where colocation providers can make improvements to enhance the customer experience.”
Davies added: “Customers are becoming more discerning and are demanding increasingly sophisticated offerings from their service providers. With 18.6% of businesses looking to change their provider in the coming months, it is crucial that colocation providers take on board the customer concern and frustration that the Coreix survey has revealed. Poor levels of support are a real concern for customers, with the survey revealing that a staggering 34.6 percent of organisations are dissatisfied with their existing providers support.”
Clients are now looking beyond just having a robust and secure facility with demanding SLAs, they want a service provider who is much more transparent and responsive to their needs.
