John Malone
John Malone is the President and CEO of The Eastern Management Group. He heads one of the world's premier communications...
Read Full Bio >>

John Malone | October 02, 2017 |


VoIP Phones: Which Vendor Rates Best in Customer Satisfaction?

VoIP Phones: Which Vendor Rates Best in Customer Satisfaction? Mitel and Fanvil are in the Eastern Management Group Top 10 Leaders, with Unify and Polycom among the Best-Of-The-Best.

Mitel and Fanvil are in the Eastern Management Group Top 10 Leaders, with Unify and Polycom among the Best-Of-The-Best.

Delighting customers takes work. VoIP phone providers are not exempt. The product must deliver as promised. It requires a stellar warranty. And copious amounts of support must be in place. And certainly, if a business user would not recommend a purchased product to a friend, that's not good for the VoIP vendor's future sales... or the IT manager.

Several thousand customers recently evaluated their VoIP phone providers in an Eastern Management Group customer satisfaction survey. The global study included 17 of the most popular VoIP phone manufacturers and measured customer satisfaction with each one. You can find detailed information about the survey and the report,"2017 VoIP Phone Customer Satisfaction," on the Eastern Management Group website.

Customers judged VoIP phone vendors on 10 customer satisfaction measurements. We rolled these up into three subject areas, namely: Product, Vendor Experience, and Customer Delight.

Product measurements, of which there are three, relate to the device functionality and VoIP phone quality. The Vendor Experience category measures customer satisfaction at four way stations along the customer journey. Lastly, Customer Delight is a true judge of the customer's happiness, represented by three measurements, including the customer's willingness to recommend a VoIP phone vendor to a friend.

General Areas of Strength and Weakness
Weakness most often emerges with VoIP phone vendors' contact center experiences, which is one of the 10 customer satisfaction measurements in our study. As a counterpoint, installation, another measurement, can be a vendor showcase. The survey found that Mitel gets high marks for installation.

No VoIP phone vendor led all competitors in all 10 customer satisfaction measurements. VTech, in a remarkable achievement, is the only company for which 100% of survey respondents said they would recommend its VoIP phones to a friend.

That all VoIP phone providers take customer satisfaction seriously is a given. But making it to the Top 10 Leaders, in Eastern Management Group rankings, requires commitment and capital.

Let's use an L.L. Bean example of customer satisfaction. Should your L.L. Bean boots ever wear out, you simply mail them back for a new pair. For VoIP phones, the matter of support is paramount, like in the L.L. Bean model. And because hundreds of thousands of channel partners are engaged in everything from sales to support and add-on sales over time, that's expensive for VoIP phone providers. As someone who runs a research firm with communication industry clients, I recognize that just developing dealer training can be a million-dollar budget item. Adding good channel partners for VoIP phones is similarly costly for the provider. So when we say a VoIP phone provider is a Top 10 Leader, that's acknowledging a significant vendor commitment.

The benefits of VoIP phone customer satisfaction surveying accrue to both phone providers and customers. VoIP phone vendors get substantial customer satisfaction information on themselves and peer companies to use for benchmarking purposes. Users see customer evaluations of leading VoIP phone companies as a tool in the vendor selection process. With VoIP phone customer satisfaction information everyone wins.

Who made the Eastern Management Group's Top 10 Leaders in VoIP Phone Customer Satisfaction? Only companies that excel in the VoIP phone 10 customer satisfaction measurements make the list. According to the thousands of VoIP phone IT manager customers surveyed, Fanvil and Mitel join eight others in the Top 10 Leaders category.

An elite group of VoIP phone providers, the Best-Of-The-Best VoIP Phone Companies, are five showcase vendors in customer satisfaction. For 2017, Unify and Polycom joined Yealink, Digium and snom in the Eastern Management Group Best-Of-The-Best list.

For questions about our customer satisfaction study and report, please ask our researchers at the Eastern Management Group.


October 24, 2018

With disparate workplaces and ever-expanding volumes of information to manage, the challenges for collaborating effectively are only intensifying. Many critical applications are not integrated, and

October 10, 2018

Businesses are growing across international borders quicker than ever, but scaling operations to follow suit can be a harder, longer process.

This webinar focuses on scaling your next-generat

September 26, 2018

Join Kevin Kieller, Microsoft UC&C expert, along with Ribbon Communications and Polycom, for an update on Microsoft Ignite, and a focus on critical things you need to know about your voice deployme

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.