RingCentral and Nextiva, highest honors, "Recommend to a Friend"
By John Malone, president and CEO, Eastern Management Group

- Product: Measurements: Technology & Product, Reliability and Management Tools
- Vendor Experience: Measurements: Purchase Experience, Installation, Support and Contact Center Experience
- Customer Delight: Measurements: Value, Overall Satisfaction and Recommend to a Friend
I’ll focus on Recommend to a Friend, one of the 10 customer satisfaction measurements and arguably the one most important to customers. The two UCaaS vendors receiving the highest customer scores for Recommend to a Friend were RingCentral and Nextiva.
RingCentral has a number of customers with up to 100 employees. According to customers, companies with staff ranging from one employee to 100 can feel comfortable buying from RingCentral.
Larger businesses, with staff of 100 or more employees, are increasingly adopting RingCentral due to its ability to integrate multiple locations within one phone system. According to the Eastern Management Group’s market study Worldwide Hosted PBX Market 2018-2024, midmarket customers account for 35% and enterprises 5% of new RingCentral sales.
Purchasing any PBX begins a long-term commitment to a vendor. In exchange, the provider is expected to deliver a stellar cradle-to-grave customer experience. The journey is persistently tested in the Customer Satisfaction Measurements of Support and Contact Center Experience.