Zoom Research Charts | TechValidate

Zoom Customer Research

What do you value the most with Zoom when compared against GoToMeeting?

Ease of use	94%
Reliability	69%
Video quality	51%
Innovation	29%

Zoom Customer Research

Which of the following business challenges did you experience with GoToMeeting?

Video & audio were unreliable	51%
Admin experience was difficult	43%
Couldn’t hold large meetings	34%
End users were unhappy	34%
Solution was difficult to navigate	31%
Difficult to meet with external parties	14%

Zoom Customer Research

What benefits have you experienced since switching to Zoom?

More productive meetings	85%
Less of an administrative burden	55%
A stronger internal & external relationships	48%
An improved company culture	21%
An improved decision making	12%
A decrease in internal IT support tickets	9%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	3%
A decrease in employee turnover	0%

Zoom Phone Customer Research

What benefits have you experienced since switching from Cisco Calling to Zoom Phone?

Easy support for remote employees	78%
Less of an administrative burden	72%
Streamlined communications on Zoom's full platform	72%
A decrease in internal IT support tickets	39%
Happier and safer employees	39%
Increased employee productivity	22%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	11%
Other	6%

Zoom Phone Customer Research

What benefits have you experienced since switching from Microsoft to Zoom Phone?

Less of an administrative burden	53%
Streamlined communications on Zoom's full platform	45%
Easy support for remote employees	41%
A decrease in internal IT support tickets	20%
Happier and safer employees	20%
Increased employee productivity	18%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	4%

Zoom Phone Customer Research

What benefits have you experienced since switching from RingCentral to Zoom Phone?

Easy support for remote employees	43%
Streamlined communications on Zoom's full platform	43%
Less of an administrative burden	37%
Happier and safer employees	17%
Increased employee productivity	17%
A decrease in internal IT support tickets	11%

Zoom Phone Customer Research

What benefits have you experienced since switching to Zoom Phone?

Easy support for remote employees	49%
Streamlined communications on Zoom's full platform	48%
Less of an administrative burden	46%
Happier and safer employees	24%
Increased employee productivity	21%
A decrease in internal IT support tickets	17%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	2%
Other	21%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against Cisco Calling?

All-in-one (video, phone, chat) platform	91%
Simplified user experience	78%
Seamless integration with Zoom Meetings	70%
Audio quality	61%
Seamless administrative experience	52%
The ability to consolidate multiple carriers under Zoom	39%
Wide variety of deskphones and softphones supported	22%
Standards-based open platform	13%
Other	4%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against Microsoft Teams Phone System?

All-in-one (video, phone, chat) platform	82%
Simplified user experience	71%
Seamless integration with Zoom Meetings	66%
Seamless administrative experience	42%
Audio quality	36%
The ability to consolidate multiple carriers under Zoom	24%
Wide variety of deskphones and softphones supported	21%
Standards-based open platform	13%
Other	7%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against RingCentral?

All-in-one (video, phone, chat) platform	71%
Simplified user experience	71%
Seamless integration with Zoom Meetings	55%
Seamless administrative experience	40%
Audio quality	34%
Wide variety of deskphones and softphones supported	20%
The ability to consolidate multiple carriers under Zoom	16%
Standards-based open platform	7%
Other	12%

Zoom Phone Customer Research

What features of Zoom Phone do you value the most when compared against competitive solutions?

All-in-one (video, phone, chat) platform	72%
Simplified user experience	66%
Seamless integration with Zoom Meetings	53%
Seamless administrative experience	39%
Audio quality	32%
The ability to consolidate multiple carriers under Zoom	17%
Wide variety of deskphones and softphones supported	17%
Standards-based open platform	9%
Other	11%

Zoom Phone Customer Research

Which of the following business challenges did you experience with your previous PBX solution?

Admin experience was difficult	38%
Lack of a full feature mobile app	38%
Too expensive	37%
Not part of a unified communications solution	33%
Difficult to support remote workers	32%
Solution was difficult to navigate	24%
Call quality was unreliable	21%
End users were unhappy	17%
My organization did not have a previous phone system	15%
Lack of reliability	13%
Difficult to manage multiple branch offices	8%
Other	11%

Zoom Phone Customer Research

Which of the following business challenges did you experience with Cisco Calling?

Too expensive	58%
Not part of a unified communications solution	53%
Admin experience was difficult	47%
Solution was difficult to navigate	47%
Lack of a full feature mobile app	42%
Difficult to support remote workers	32%
End users were unhappy	32%
Lack of reliability	26%
Call quality was unreliable	21%
Difficult to manage multiple branch offices	21%
My organization did not have a previous phone system	0%
Other	21%

Zoom Phone Customer Research

Which of the following business challenges did you experience with Microsoft Teams Phone System?

Admin experience was difficult	55%
Difficult to support remote workers	45%
Not part of a unified communications solution	45%
Solution was difficult to navigate	40%
Lack of a full feature mobile app	35%
Too expensive	35%
End users were unhappy	30%
Lack of reliability	25%
Call quality was unreliable	20%
Difficult to manage multiple branch offices	20%
My organization did not have a previous phone system	5%
Other	10%

Zoom Phone Customer Research

Which of the following business challenges did you experience with RingCentral?

Too expensive	52%
Not part of a unified communications solution	38%
Admin experience was difficult	34%
Call quality was unreliable	30%
Solution was difficult to navigate	30%
Lack of a full feature mobile app	26%
Difficult to support remote workers	16%
End users were unhappy	16%
Lack of reliability	12%
Difficult to manage multiple branch offices	4%
My organization did not have a previous phone system	4%
Other	10%

Zoom Phone Customer Research

Which of the following did you consider before choosing Zoom Phone?

RingCentral	38%
Microsoft Teams	29%
My organization did not consider any other phone systems	27%
8x8	16%
Vonage	11%
Cisco Calling	9%
Avaya	8%
Jive	8%
Mitel	6%
Dial Pad	6%
Google Voice	5%
Nextiva	4%
Other	17%

Zoom Customer Research

What increase in video usage have you seen since switching from Skype for Business to Zoom?

41-60%: 26%

61-80%: 24%

0-20%: 21%

81-100%: 21%

21-40%: 9%

Zoom Customer Research

What increase in video usage have you seen since switching from Cisco Webex to Zoom?

0-20%: 27%

61-80%: 24%

41-60%: 18%

21-40%: 15%

81-100%: 15%

Zoom Customer Research

What benefits have you experienced since switching from Skype for Business to Zoom?

More productive meetings	70%
A stronger internal & external relationships	58%
Less of an administrative burden	55%
An improved company culture	39%
A decrease in internal IT support tickets	27%
An improved decision making	18%
A decrease in employee turnover	6%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	6%

Zoom Customer Research

What benefits have you experienced since switching from Cisco Webex to Zoom?

More productive meetings	76%
Less of an administrative burden	64%
A decrease in internal IT support tickets	39%
An improved company culture	33%
A stronger internal & external relationships	30%
An improved decision making	9%
A decrease in employee turnover	6%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	6%

Zoom Customer Research

What do you value the most with Zoom when compared against Skype for Business/Microsoft Teams?

Ease of use	85%
Reliability	76%
Video quality	50%
Innovation	35%

Zoom Customer Research

What do you value the most with Zoom when compared against Cisco Webex?

Ease of use	97%
Reliability	61%
Video quality	52%
Innovation	42%

Zoom Customer Research

What increase in video usage have you seen since using Zoom?

0-20%: 18%

21-40%: 14%

41-60%: 25%

61-80%: 23%

81-100%: 20%

Zoom Customer Research

What benefits have you experienced since switching to Zoom?

More productive meetings	72%
Less of an administrative burden	58%
A stronger internal & external relationships	47%
An improved company culture	33%
A decrease in internal IT support tickets	21%
An improved decision making	13%
An increase in Employee Net Promoter Score (ENPS) and/or Customer Satisfaction (CSAT)	6%
A decrease in employee turnover	3%

Zoom Customer Research

What do you value the most with Zoom when compared against competitive solutions?

Ease of use	89%
Reliability	72%
Video quality	50%
Innovation	33%

Zoom Customer Research

Is Zoom integrated with any other tools within your organization (Outlook, Gmail, etc)?

Outlook	66%
Gmail	28%
Slack	15%
Google G-Suite	12%
Microsoft Teams	12%
Other	12%

Zoom Customer Research

Which of the following business challenges did you experience with your previous web conferencing solution?

Video & audio were unreliable	57%
Admin experience was difficult	39%
End users were unhappy	35%
Solution was difficult to navigate	29%
Couldn’t hold large meetings	28%
Difficult to meet with external parties	28%
My organization did not have a previous video communication solution	9%
Cost	2%
Other	5%

Zoom Customer Research

Who was your primary video conferencing solution prior to Zoom?

Skype for Business	23%
GoToMeeting	19%
Other	16%
Cisco Webex	19%
Google Hangouts	10%
No previous video communication solution	7%
BlueJeans	2%

Zoom Customer Research

Which of the following business challenges did you experience with Skype for Business/Microsoft Teams?

Video & audio were unreliable	72%
Difficult to meet with external parties	47%
Solution was difficult to navigate	36%
Admin experience was difficult	31%
End users were unhappy	28%
Couldn’t hold large meetings	22%
Other	13%

Zoom Customer Research

Educational Institutions’ Previous Conferencing Providers

Who was your primary video conferencing solution prior to Zoom?

GoToMeeting	25%
Skype for Business	15%
Blackboard Collaborate	15%
Google Hangouts	10%
My organization did not have a previous video communication solution	10%
Adobe Connect	10%
Cisco Webex	5%
Other	15%

TechValidate Research on Zoom

30 Charts

Educational Institutions’ Previous Conferencing Providers