Survey Finds VOIP Satisfaction, Despite Some Disconnect.

Publication: eWeek

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COPYRIGHT 2006 Ziff Davis Media Inc.

With voice over IP consumer usage poised to become a mass market, existing users are fairly satisfied with their service, according to a new survey released on May 31 by SupportSoft.

Sixty one percent of the 100 VOIP users subscribing to a cable-based service surveyed said that they are satisfied with their service, despite the finding that 34 percent of them had to have a technician come out within 90 days of the initial service installation because of a problem, and that 16 percent had to have a technician come out two or more times due to service problems.

Why the disconnect? "Early adopters tend to be more tolerant of working out glitches," theorized Marc Itzkowitz, director of product marketing and management at SupportSoft, a real time service management provider in...

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