2022 Best UCaaS Brands in Customer Satisfaction: New Research from Eastern Management Group

By John Malone, CEO & President  |  May 23, 2022

The Eastern Management Group 2022 UCaaS customer satisfaction survey named five major winners: GoTo, Vonage (News - Alert), Nextiva, Dialpad, and Yeastar.

In the 2022 unified communications (UC) satisfaction study, customers evaluated 44 companies for the top awards:

  • Best Product Satisfaction,
  • Best Vendor Experience,
  • Best Customer Delight,
  • Best Overall Satisfaction, and
  • Best Recommend to a Friend.

The survey of a half-million business customers, ranging from one to 1,000,000 employees, judged UCaaS brands in 12 areas:

  • Technology and product,
  • Reliability,
  • Innovation,
  • Management tools,
  • Purchase experience,
  • Installation,
  • Billing,
  • Support,
  • Contact center experience,
  • Value,
  • Overall satisfaction, and
  • Recommend to a friend.

All study findings are in the Eastern Management Group 2022 UCaaS Customer Satisfaction report.

The Eastern Management Group customer satisfaction study, now in its 13th year, surveys customers globally. The significant number of satisfaction surveys makes the Eastern Management Group customer research unique in the communications industry.

UCaaS Customer Satisfaction Surveys: An Important Tool for Buyers

One tranche of UCaaS buyers is small businesses with fewer than 300 employees. As purchasers, they may be too small to have an IT department and are on their own choosing a new unified communications (UC) brand. Eastern Management Group research finds that 70% of buyers start by making a shortlist of UCaaS companies, with vendors found through internet research, pay-per-click (PPC) ads, commercials, billboards, and word of mouth. Buyers then get bids from up to four UCaaS vendors, according to the Eastern Management Group research report Unified Communications Market 2022-2027.

Another tranche of UCaaS buyers is businesses with more than 300 employees also a large UCaaS market. These mid-market and enterprise businesses already have an IT department and purchase UCaaS through one of about 20 established distribution channels, such as direct, channel partner, and born-in-cloud.

Small and large customers may find it challenging to select the right UCaaS brand to purchase. Many vendors offer 80 or more features for voice, collaboration, contact center, and integration applications. Distinguishing one from another can be bewildering because of too much content and a shortage of meaningful information. Our research of brand websites finds a scarcity of helpful customer information about industry marketing, support, managed services, professional services, partner ecosystems, security, QoS, and networks.

The Eastern Management Group satisfaction survey offers UCaaS buyers a useful purchasing tool.

2022 Best UCaaS Satisfaction Awards   

Customers rated five UCaaS brands as the best in major sales categories in the Eastern Management Group satisfaction study.

#1 Best Product Satisfaction – Dialpad

Customers rank Dialpad #1 in best product satisfaction. Best product reflects how products and services meet or exceed customer expectations. Best product satisfaction includes measurements like management tools.

Dialpad has 70,000 customers, from small businesses to enterprise customers like WeWork, which has 700 buildings and 16,000 connected worldwide.

Our survey shows Dialpad customers are widely dispersed across the commercial, government, education, and health industry sectors.

#1 Best Vendor Experience – Vonage

Vonage ranks #1 for delivering the best vendor experience according to customers. The category reflects satisfaction with personalized, proactive services that validate the customer's purchase decision. Best vendor experience includes multiple measurements including billing.

Vonage has 100,000 business customers. While the UCaaS company began with small customers, it has grown to support major enterprises, including DHL, Allstate, and Thomson Reuters (News - Alert). Ericsson ownership is likely to increase Vonage penetration into large businesses.  

According to the Eastern Management Group survey, professional services customers heavily drive Vonage sales.   

#1 Best Customer Delight – GoTo (formerly LogMeIn (News - Alert))

Customers rank GoTo #1 for delivering the best customer delight. The measurement reflects surprising customers by exceeding their expectations, thus creating a positive emotional reaction leading to word of mouth. The category includes measurements like product value.

GoTo Connect has large enterprise customers such as Salesforce, Comcast (News - Alert), Avon, Lilly, Air Canada, and 3M and a substantial installed base of SMBs.

Professional services, the federal government, and state/local governments are notable vertical markets using GoTo for UCaaS.  

#1 Best Overall Satisfaction – Nextiva

Nextiva is #1 in overall satisfaction according to UCaaS customers surveyed. The category measures customers' perception of the quality of their experiences with the UCaaS provider.

Nextiva has 100,000 business customers. Nextiva has both a substantial 1-2 seat SOHO business and penetration into enterprises like Amazon, Taco Bell, YMCA, and United Way. 

Forty to 50 percent of Nextiva customers are commercial sector businesses; 10 percent are retail establishments.   

#1 Best Recommend to a Friend – Yeastar 

Yeastar is a global business and ranks #1 for Recommend to a Friend according to customers willing to put their reputation on the line and act as a reference.

Because Yeastar sells UCaaS and premises UC systems, it appeals to enterprises like Red Bull and SMB customers.

Our satisfaction survey finds many Yeastar customers in the education, commercial, and retail industries.

In Conclusion

There is ample reason UCaaS continues to grow and please customers: price, quality, easy installation, turning-up new features, opening branch offices, integration with premises PBXs, and hybrid work are driving recent sales.

The Eastern Management Group UCaaS satisfaction survey is an information tool for buyers with numerous UC brand choices.

About

Research for this post is based on these Eastern Management Group studies and reports:

"2022 Unified Communications Satisfaction Report"

 "Unified Communications Market 2022-2027."

For more information, contact John Malone (News - Alert) at 212-738-9402 Ext. 2201 or [email protected]




Edited by Erik Linask