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FreecoNet appreciated by its users 05.10.2010
FreecoNet Tlenofon SA, an Internet telephone operators, conducted a survey among users of its VoIP platform. The survey included customer profile, method of using services and a related level of satisfaction. Results indicated that FreecoNet users highly appreciate high standard and benefits obtained through use of its services.
The quantitative survey was conducted using an Internet questionnaire performed in late April early May 2010. Private and business users were surveyed separately. Respondents indicated, among other issues, the most important elements of the Company's offer, method of use and average, monthly savings obtained thanks to FreecoNet. The survey was designed to learn user expectations concerning further development of the platform.
The most appreciated components of FreecoNet's offer
The most important elements of FreecoNet's offer from the point of view of business customers evaluated using the 1-5 scale: system stability and reliability (95.91 % indicated 4 and 5), call quality (92.61 %) and cost effective or free telephone calls (90.86 %). Additional issues important for companies: further development of the platform (83.66 % indicated 4 and 5), intuitive user panel (77.62 %), services available regardless of a geographic location (77.43 %), professional customer service (77.04 %), number transfer capability (72.77 %), platform flexibility and scalability (75.10 %), and innovative added services (69.65 %). Private users' assessment of the offer of FreecoNet was similar. They, however, indicated that the most important issue for them was to obtain the possibility to make cost effective or free calls (96.65 % indicated 4 and 5). Platform stability and reliability was second (95.91 %), and call quality - third (92.61 %).
How the platform is used?
FreecoNet users usually obtain services provided by their operator using a phone connected to a VoIP gateway (business users - 67.12 %, private users – 73.90 %). Many of them use IP phones (business users – 32.88 %, private users – 25.34 %) and softphone type software (business users – 26.26 %, private users – 23.59 %). Slightly less popular are calls via a Website using "make a call" service and FlashCall application (business users – 12.65 %, private users – 9.36 %), from a user panel (business users – 7.78 %, private users – 6.47 %) and calling a mobile platform (business users - 7 %, private users – 9.89 %). FreecoNet is used primarily to make telephone calls, but some users only use added services - as indicated by 7.98 % companies and 1.37 % private users.
52.30 % of business users who purchase FreecoNet services to make calls, also use paid added services provided by the platform (including, without limitation Virtual Fax, Recording Messages, IVR). 41.83 % of companies also use free basic services (including, without limitation, voice mail, redirecting calls and blocking calls). Private users use less charged added services provided by FreecoNet – 10.65 % respondents confirmed it. It is understandable since added services are primarily dedicated to companies. Free basic services are popular among private users - used by 24.43 % of users.
Savings with FreecoNet
In the group of surveyed business users 6 % declare that savings on telephone expenses obtained due to use of FreecoNet exceeded 80 %. Additional 30 % estimate that they achieve savings of 50-80 %, and 28 % achieved savings of 30-50 %. Only 36 % of respondents indicate savings of less than 30 %. Over 55 % of surveyed private users confirmed 50 % savings. Additional 22 % of users estimate their savings at 30-50 %, and 24 % of users achieved less than 30 % savings.
Who are FreecoNet's users?
Companies which use FreecoNet services are usually self-employed businessmen (28.79 %) or companies employment between 1 and 9 employees (50.97 %). Their offices are located at home (11.48 %) or they have just one branch (64.01 %). Less companies employ up to 30 employees (11.67 %) and over 30 employees (8.37 %), or operate 2 branches (15.37 %) or more (9.14 %). Business users are spread throughout Poland, but as many as 56 % live in larger cities (over 200,000 residents). Sectors are equally diversified with a clear dominance of IT (29.57 %) and sales (10.51 %) sectors.
FreecoNet's private users are also located in cities. They usually live in larger cities over 100,000 residents (57.38 %), towns of 50,000-100,000 residents (12.18 %) or smaller tows up to 50,000 residents (19.03). Residents of rural areas constitute the smallest group of users (11.42 %). FreecoNet users are spread throughout Poland. Most of them, however, are located in the following regions (voivodships): Śląskie (17.20 %), Mazowieckie (16.36 %), Małopolskie (10.05 %), Pomorskie (8.30 %), Dolnośląskie (6.85 %) and Wielkopolskie (6.77 %). The largest group of private users are users 25-30 years old (19.63 %) and 25-40 years old (over 41.02 %). There are, however, also users between 40 and 60 years old (over 25 %). The users usually have academic (66.21 %) or secondary (29.53 %) education.
The quantitative survey was conducted using an Internet questionnaire performed in late April early May 2010. Private and business users were surveyed separately. Respondents indicated, among other issues, the most important elements of the Company's offer, method of use and average, monthly savings obtained thanks to FreecoNet. The survey was designed to learn user expectations concerning further development of the platform.
The most appreciated components of FreecoNet's offer
The most important elements of FreecoNet's offer from the point of view of business customers evaluated using the 1-5 scale: system stability and reliability (95.91 % indicated 4 and 5), call quality (92.61 %) and cost effective or free telephone calls (90.86 %). Additional issues important for companies: further development of the platform (83.66 % indicated 4 and 5), intuitive user panel (77.62 %), services available regardless of a geographic location (77.43 %), professional customer service (77.04 %), number transfer capability (72.77 %), platform flexibility and scalability (75.10 %), and innovative added services (69.65 %). Private users' assessment of the offer of FreecoNet was similar. They, however, indicated that the most important issue for them was to obtain the possibility to make cost effective or free calls (96.65 % indicated 4 and 5). Platform stability and reliability was second (95.91 %), and call quality - third (92.61 %).
How the platform is used?
FreecoNet users usually obtain services provided by their operator using a phone connected to a VoIP gateway (business users - 67.12 %, private users – 73.90 %). Many of them use IP phones (business users – 32.88 %, private users – 25.34 %) and softphone type software (business users – 26.26 %, private users – 23.59 %). Slightly less popular are calls via a Website using "make a call" service and FlashCall application (business users – 12.65 %, private users – 9.36 %), from a user panel (business users – 7.78 %, private users – 6.47 %) and calling a mobile platform (business users - 7 %, private users – 9.89 %). FreecoNet is used primarily to make telephone calls, but some users only use added services - as indicated by 7.98 % companies and 1.37 % private users.
52.30 % of business users who purchase FreecoNet services to make calls, also use paid added services provided by the platform (including, without limitation Virtual Fax, Recording Messages, IVR). 41.83 % of companies also use free basic services (including, without limitation, voice mail, redirecting calls and blocking calls). Private users use less charged added services provided by FreecoNet – 10.65 % respondents confirmed it. It is understandable since added services are primarily dedicated to companies. Free basic services are popular among private users - used by 24.43 % of users.
Savings with FreecoNet
In the group of surveyed business users 6 % declare that savings on telephone expenses obtained due to use of FreecoNet exceeded 80 %. Additional 30 % estimate that they achieve savings of 50-80 %, and 28 % achieved savings of 30-50 %. Only 36 % of respondents indicate savings of less than 30 %. Over 55 % of surveyed private users confirmed 50 % savings. Additional 22 % of users estimate their savings at 30-50 %, and 24 % of users achieved less than 30 % savings.
Who are FreecoNet's users?
Companies which use FreecoNet services are usually self-employed businessmen (28.79 %) or companies employment between 1 and 9 employees (50.97 %). Their offices are located at home (11.48 %) or they have just one branch (64.01 %). Less companies employ up to 30 employees (11.67 %) and over 30 employees (8.37 %), or operate 2 branches (15.37 %) or more (9.14 %). Business users are spread throughout Poland, but as many as 56 % live in larger cities (over 200,000 residents). Sectors are equally diversified with a clear dominance of IT (29.57 %) and sales (10.51 %) sectors.
FreecoNet's private users are also located in cities. They usually live in larger cities over 100,000 residents (57.38 %), towns of 50,000-100,000 residents (12.18 %) or smaller tows up to 50,000 residents (19.03). Residents of rural areas constitute the smallest group of users (11.42 %). FreecoNet users are spread throughout Poland. Most of them, however, are located in the following regions (voivodships): Śląskie (17.20 %), Mazowieckie (16.36 %), Małopolskie (10.05 %), Pomorskie (8.30 %), Dolnośląskie (6.85 %) and Wielkopolskie (6.77 %). The largest group of private users are users 25-30 years old (19.63 %) and 25-40 years old (over 41.02 %). There are, however, also users between 40 and 60 years old (over 25 %). The users usually have academic (66.21 %) or secondary (29.53 %) education.
