Survey Results Reveal Big Opportunities for Small Businesses When it comes to Leveraging Technology

A Recent Survey from Time Warner Cable Business Class Indicates Small Businesses Can Further Grow Their Business Through New Uses of Technology Including WiFi, Social Media Programs and Websites

May 2014 | New York, NY

Time Warner Cable Business Class (TWCBC) announced results from their most recent survey about small business technology trends in conjunction with the kickoff of National Small Business Week, which recognizes the contributions of America’s entrepreneurs and small business owners. As Time Warner Cable Business Class has a long history of working with small businesses, they surveyed them to better understand their use of technology. Survey results revealed a gap between the technologies businesses know will improve their customer experience and what they’re actually using today.

The biggest gap was with WiFi: 80 percent of survey respondents believe their customers expect free WiFi and also rank it as a top way to attract new customers, but only 43 percent of businesses offer it. As WiFi continues to rise in popularity, there is a big opportunity for small businesses to offer it to increase customer satisfaction and help grow their business.

While there is an increase in businesses developing an online presence, 41 percent of those surveyed do not use a website in their day-to-day business, and 54 percent are not using social media to promote their business. These survey results reveal a significant opportunity for small businesses to leverage and reach customers online through owned content.

"In order for small businesses to perform at their best, they need to use technology productively," said Maureen Link, Group Vice President, Small Business, Time Warner Cable Business Class. "Whether it’s a restaurant providing WiFi to meet customer expectations, or a printing company using social media to reach new customers, technology provides the means for businesses to help their bottom line.”

While a majority of businesses are evaluating their technology bi-annually or annually, 33 percent claim they have been negatively affected by outdated technology, and 35 percent are fixing tech problems themselves. Considering a majority of respondents said that prospective/existing customers might consider taking their business elsewhere if they use updated technology, it’s important to ensure technology is always performing at the optimal level.

“The survey reveals that the top ‘must have’ services for small business are fast, reliable internet access; clear, reliable phone service; and reliable WiFi service at their business location,” said Satyanarayana Parimi, Group Vice President, Product Management. “Time Warner Cable Business Class provides these services and more, through a wide range of bundles and packages, allowing small businesses to right-size their purchase and focus on what they do best – work with customers – without being held back by technology.”

To make sure small businesses are using technology to function at optimal levels, Time Warner Cable Business Class recommends the following:

  1. Upgrade technology: Business owners see advantages of up-to-date technology, such as easier/quicker access to information (73 percent) and higher customer satisfaction (57 percent). While 93 percent of businesses have updated their technology within the past five years, a bi-annual evaluation is best to ensure technology is helping, instead of holding businesses back.

  2. Use technology to increase customer satisfaction: WiFi, social media, and company websites enable business owners to increase customer satisfaction, attract new customers and further engage with existing customers. Small businesses should use technology to their advantage and increase customer reach.

  3. Find the right service provider: The right partner will allow businesses to focus on their work and their customers while ensuring that technology is up-to-date and functioning at optimal levels.

For more information about Time Warner Cable Business Class please visit or call 1-866-TWC-4BIZ.Time Warner Cable Business Class offers a broad range of Internet, Voice, Television, Network, and Cloud Services. Contact us today for a consultation with one of our sales representatives.

About Time Warner Cable Business Services

Time Warner Cable Business Services, a division of Time Warner Cable, offers a full complement of business communications tools to small, medium and enterprise-sized companies under its Time Warner Cable Business Class brand. Its Internet, voice, television, network and cloud services are enhanced by award-winning customer service and local support teams. Through its NaviSite subsidiary, Time Warner Cable Business Services also offers scalable managed services, including application services, enterprise hosting, and managed cloud services primarily in the U.S. and U.K. Time Warner Cable Business Services, founded in 1998, serves approximately 625,000 business customers throughout Time Warner Cable's service areas. For more information, visit

About the Survey

Time Warner Cable Business Class conducted an online survey of 200 small business owners and decision makers at organizations with 1-24 employees across the U.S. The survey, conducted in April 2014, asked a series of questions about how small businesses are using technology.