This paper features the results of a Customer Loyalty Study performed by Harte-Hanks in the IP Telephony System Manufacturers market segment. Leveraging brand loyalty metric Net Promoter Score (NPS), Harte-Hanks as able to determine customer loyalty by manufacturer.
In 2012, Aberdeen surveyed 485 users of IP Telephony and legacy TMD telephony. The study assessed aspects of TCO, planned vs unplanned downtime, and which products they used. 74% of respondents were categorised in the SME sector; this report focuses on this group’s TCO experience.
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