Small businesses are less than satisfied with their IT solution providers, but close to 40 percent said they plan to spend more on IT services this year, about four times greater than the percentage that will spend less, according to the results of a survey by a B2B research firm.

The study, released Tuesday by Clutch, based in Washington, D.C., revealed low client satisfaction ratings for solution providers hired by nearly 300 businesses with up to 500 employees. The respondents were asked, “How likely is it that you would recommend your service provider to a friend or colleague?” The responses were calculated based on a “net promoter score” (NPS) ranging from minus-100 (low) to plus-100 (high).

But while business-to-business companies average 20 to 25 and B2B services firms 30 or higher, according to Clutch, the IT services firms in the survey averaged a paltry 13.

Respondents were asked for recommendations in eight areas of service. Computer services ranked highest, with an average of 22. They were followed by cloud and server/other hardware, at 20 each. Software services ranked next at 18, followed by mobile applications (9), desk phones (7), mobile phones/tablets (7), and website/online marketing (minus-3).

Clutch cited three possible reasons for the low scores.

•    Smaller, specialized IT services firms may lack the ability to deliver strategic, top-level recommendations for their clients;
•    IT services firms sometimes need to involve other firms to cover the full scope of work; and
•    A lack of understanding of IT, coupled with unrealistic expectations.

"A client wants two things - their problems solved, and to feel like they matter to the consultant," Ed Kapelinski, president of Tympani, a Chicago-based IT consulting and engineering firm, said in a statement distributed by Clutch.

He suggested that solution providers stress the “importance” of client satisfaction, “instill in them a customer service mindset, and be sure to regularly survey the client experience after each engagement."