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What’s Technology Got To Do With VoIP?Metuchen, NJ – May 3, 2006: Move over geeks, grandma needs the phone. That is the underlying message from a recently released customer satisfaction survey of Voice over the Internet Protocol (VoIP) telephone service. As it turns out, the actual technology has little influence (either way) from the customer’s point of view. Be they young or old, women or men, tech-savvy or techno-peasants, VoIP consumers simply want reasonably good telephone service at a good price. Go figure. “With VoIP, consumers are getting what they want. As a result, they are moving away from wireline services”, confirms Terry Gleason, Principal of Apogee Analytics who conducted the groundbreaking survey among 1,063 broadband users in the US. Apogee’s approach was unique because the issue of customer satisfaction has been noticeably absent from technical and industry circles. Flip the VoIP trade press and it’s all fervent debate about bits, bytes, E911 service and dropped calls. In some sense, their focus on technology is paying off: customers give VoIP overall performance ratings that are nearly as high -- although not quite -- as traditional wireline services. Although some concern is evident about quality of service, VoIP customers are not troubled by the service availability or security issues. And it is not just due to consumers’ addiction to phone service. VoIP customers are unambiguous that they like VoIP a lot more than wireless service. In other words, the tradeoff the VoIP customer is willing to make between quality of service and price seems akin to the tradeoff the wireless customer makes between quality of service and mobility. The very low ratings customers give their wireless service providers suggests that wireless could not compete in the telephone service marketplace were it not for the tremendous advantages of mobility. Mr. Gleason goes so far as to predict that if VoIP providers can maintain their service levels and cost advantages, while offering mobility through Wi-Fi and Wi-Max, such converged services will dominate all current alternatives. Yeah, I can hear you now. But the future of VoIP looks bright: 25% of broadband users who do not have VoIP are inclined to get it within the next year. Purchase intentions appear to be stronger for customers who have DSL in contrast to cable modem users, particularly for customers dissatisfied with the customer service of their wireline service provider. For broadband users with VoIP, fully 87% show strong support for their service by indicating they are quite willing to recommend VoIP to family and friends. This enthusiasm is highest among those respondents who have already given up any form of wireline service. The top companies in the VoIP arena are Cox Communications with an 86% overall performance rating and Vonage with 81% rating. For more about the survey and how to obtain it, click here.
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