Chris, just saw the article in RCPmag and am surprised that there has not yet been any commentary on these survey results, as this is an important discussion.
My first thought is that this is compelling evidence on the value of working through an MSP model rather than owning internally the Tier-1 support. As Scott Bekker points out in the article, the sample size is not large enough to provide insights into specific verticals or segments, and i would expect that any extended focus within O365 (an additional project management solution built onto the tenant, or an integrated Dynamics CRM solution) would add additional cost. Likewise, this study does not look into the complexity of managing hybrid environments -- an issue only skimmed in the latest Hybrid SharePoint research, which my company produced with Microsoft as the lead sponsor.
Might be an interesting pivot for both companies to join forces, share some data.
