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VoIP usage growing despite quality complaints
'What did you say?'

By Sylvia Carr

Published: Monday 10 April 2006

Voice over IP is proving popular with internet users, though the sound quality of calls remains the predominant complaint.

Over the past year 1.8 million internet users have used VoIP. Of those who haven't, 16 per cent say they're likely to try it within the next year, according to a report released today by Continental Research.

VoIP users appear happy with the service. Most expect to increase or maintain usage over the next year and only 1 per cent said they will reduce usage.

They're largely satisfied with ease-of-use in placing calls and in value for money. The area in need of the greatest improvement is sound quality - 29 per cent say they're dissatisfied with what they hear today.

However, not everyone's keen to place phone calls over the internet. More than half - 55 per cent - of respondents who hadn't tried VoIP said they're not at all likely to give it a go within the next 12 months.

Skype remains the leading VoIP application, with a 48 per cent share but rivals are beginning to present a threat. MSN Messenger made a solid showing as the software of choice for 20 per cent of respondents and Vonage accounted for 6 per cent of users.

The research consisted of interviews with 3,000 adults around the world who use the internet.