When Quality Counts
Does communications quality matter?
“Yes it matters a lot!” is the resounding answer of the Brockmann & Company Quality Panel. Nearly 200 business users reported their experience and perceptions about their poor quality audio experiences in voice communications. The results are startling and perhaps even scandalous:
- 85% of business users report that voice communications quality is very important to business success
- 31% are very satisfied with the quality of their voice communications quality
- 61% penalize suppliers’ brands when they experience communications defects
- 45% of users experience at least one defect each month; 22% at least one defect every week
- 37% of users would be willing to pay more per month for defect-free communications
As is our standard practice, we’ve developed an understanding of the best practices and separated the Top Performers (top 15.9% of user organizations) from the Poor Performers (bottom 15.9% of user organizations), using approximations of the average number of defects over a period of time.
Top Performers have fewest defects and measure voice quality most often.
Top Performers have higher business performance than Poor Performers such as 19% more revenue per employee, 4 times more customer satisfaction, 3 times more employee satisfaction.
Recommendations on how to become a Top Performer are included in the report.
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