A recent survey of 600 IT and security decision-makers at organizations with 200 to 1,000 employees found that nearly two-thirds of respondents are considering switching to a new managed services provider (MSP) within the next 12 months.
Conducted by market research firm CensusWide on behalf of Corsica Technologies, the survey found that limited support for artificial intelligence (AI) and automation (33 percent) and reactive service delivery (33 percent) are the leading reasons organizations are evaluating other MSP options. A lack of strategic guidance followed closely behind at 30 percent.
Additional pain points cited by respondents include slow response times or support delays (27 percent), unpredictable billing or unexpected fees (26 percent), and limited data integration across systems (25 percent).
Customers are satisfied, yet still considering change
At first glance, the findings appear contradictory. Nearly all respondents (96 percent) said their MSP acts at least somewhat in their organization’s best interests. At the same time, 87 percent reported being satisfied with the strategic guidance they currently receive.
Confidence in their MSP’s ability to manage security and operational needs stands at 79 percent. About 74 percent express confidence in AI and automation support.
These findings suggest that customer dissatisfaction alone is not driving organizations to explore alternatives. Instead, many businesses appear to be reassessing whether their current MSP is equipped to meet future needs.
AI has changed expectations for MSPs
The survey highlights how rapidly customer expectations are evolving. Cybersecurity operations and risk reduction tied as the top responsibilities organizations expect MSPs to deliver (36 percent each). Data integration across tools and systems (35 percent) and AI readiness and enablement (33 percent) follow closely.
Nearly all respondents said it is important for a technology partner to integrate data across security, infrastructure, cloud, and business systems. More than one-third (35 percent) now expect a partner to directly own or strongly support data integration initiatives.
Organizations increasingly believe AI can help prevent recurring IT issues rather than simply accelerate resolution times. As a result, MSPs are being evaluated not only on their ability to respond to problems but also on their ability to help eliminate them through automation, intelligence, and proactive service delivery.
Data integration may be the next competitive battleground
One possible explanation for the survey results is that many organizations recognize a gap between current MSP capabilities and future expectations surrounding data integration and AI.
Effective AI initiatives depend on bringing together data from disparate systems across the business. However, many MSPs have historically focused on infrastructure management, help desk services, and security operations rather than deep data integration projects.
As customers explore how AI can deliver operational and business outcomes, MSPs that can connect data across environments and translate it into actionable insights may gain a significant competitive advantage.
Of course, considering a switch and making a switch are two very different things. Changing MSPs can be expensive, disruptive, and time-consuming. Nevertheless, the survey suggests many IT and business leaders have reached a point where they are actively evaluating their options.
For MSPs, the message is clear: assume customers are looking for a roadmap to the future. They want to understand how their provider plans to help them leverage AI, improve operational efficiency, and integrate data across the organization.
If MSPs fail to communicate that vision, customers may conclude that no meaningful strategy exists. In an AI-driven market, silence can create uncertainty, and uncertainty can quickly become a retention risk.
Photo: Eakrin Rasadonyindee / Shutterstock
