What UK small businesses say AI actually gives them

Most talk about AI benefits comes from big companies or from people selling software. This one is closer to home. In March, Opinium asked 1,000 decision-makers at UK small and medium-sized businesses how they use AI and what they get from it. Enterprise Nation published the results.

Worth knowing up front: OpenAI paid for the survey, and ChatGPT comes out as the most used tool. Read the tool rankings with that in mind. The benefits figures are still useful.

What owners say they get

"The most cited benefits were time saved (45%), reduced errors (34%), and lowered operational costs (24%)."

The headline figure is that businesses using AI say they save "more than half a day each week (5.2 hours)". That's an average of what people told the researchers, not a measured result, so I wouldn't plan a budget around it. It does tell you where owners feel the difference: time first, mistakes second.

What they use it for

The most common uses are research and summaries (47%), emails and business messages (42%) and brainstorming (39%). Those are mostly one person typing into a chatbot.

The gap shows up in automation. Among firms already using AI, 58% of medium-sized ones automate tasks, against 37% of micro businesses. The bigger firms have moved from asking AI questions to letting it carry out steps.

Who's being left behind

"one in five SMEs still do not use AI at work at all (19%)"

For the businesses we work with, two lines stand out. Almost one in three hospitality and leisure businesses don't use AI at all. And among firms not using it, 28% point to training and skills as the barrier.

Where I'd start

If you run a clinic, a practice, a restaurant or a trade business, the benefit most owners name, time, usually goes on enquiries. Someone asks a question by email or through your website, and a person has to read it, work out what they need, reply, and chase the details.

That's a good first automation because the rules are clear and the result can be measured: how fast each enquiry gets a reply, and how many turn into bookings. AI can ask the questions your team would ask, sort enquiries by what they need and offer a first call time, while your team keeps the decisions.

Measure your own week before and after, rather than relying on anyone's average, ours included.

If you'd like to see how that would work for your enquiries, message us and we'll send you an example for your business.