Survey: AI readiness and data integration are driving MSP customers to reassess loyalty

The useful part

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.

How it works

• AI has changed expectations for MSPs The survey highlights how rapidly customer expectations are evolving.
• 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.
• However, many MSPs have historically focused on infrastructure management, help desk services, and security operations rather than deep data integration projects.

What to take from it

Cybersecurity operations and risk reduction tied as the top responsibilities organizations expect MSPs to deliver (36 percent each). They want to understand how their provider plans to help them leverage AI, improve operational efficiency, and integrate data across the organization. In an AI-driven market, silence can create uncertainty, and uncertainty can quickly become a retention risk.

Example or evidence

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• 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...
• Confidence in their MSP's ability to manage security and operational needs stands at 79 percent.
• These findings suggest that customer dissatisfaction alone is not driving organizations to explore alternatives.

Details worth keeping

A lack of strategic guidance followed closely behind at 30 percent. About 74 percent express confidence in AI and automation support. Instead, many businesses appear to be reassessing whether their current MSP is equipped to meet future needs.

Related coverage

• Smartermsp: A recent survey of 112 U.S.-based IT leaders at global enterprises suggests contract renewal discussions with global systems integrators (GSIs) may become more challenging.
• Kmworld: Stronger results depend on a three-part "readiness stack": the data foundation, operating architecture, and governance discipline.
• Smartermsp: AI is creating one of the biggest managed services opportunities in years.
• Ninjaone: The MSP software buying trends that defined the past decade centered on adopting new platforms, expanding tool stacks, and chasing feature sets.