Best and worse service providers
JOBURG - Service providers are ranked according to customer expectations and loyalty.
Business Tech has recently released an article stating the best and worse mobile data service providers in South Africa. New data shows that SA consumers express low levels of loyalty to their service providers and are generally disappointed with the service they receive from them.
This is according to the latest South African Customer Satisfaction Index (SAcsi), which revealed that customer loyalty trends have shown a consistent decline over the past three annual indices, with the industry average declining from 71.1 per cent in 2014 to 59.2 per cent in 2016.
MTN customers show the least loyalty to their brand with 54.7 per cent, followed by Telkom Mobile with 59.2 per cent loyalty. Cell C and Vodacom compare well with the customer loyalty industry average (59.2 per cent) with scores of 61 and 61.6 per cent.
“South Africans are limited to a handful of mobile data service providers who are among the most expensive in the world. This frustration is evident in the ongoing #DataMustFall movement that adds impetus to the views that South Africans have held for years, they feel ripped off by high data costs and will move to a more cost-effective service provider without hesitation,” said Prof Adré Schreuder, CEO of Consulta.
Customer satisfaction index:
Vodacom – Number 1.
– Overall satisfaction: 74.2 per cent
– Confirmation/ dis-confirmation of expectations: 66.6 per cent
– Comparison to ideal: 67.7 percent
Telkom mobile – Number 2.
– Overall satisfaction: 72.4 per cent
– Confirmation/ dis-confirmation of expectations: 66.1 per cent
– Comparison to ideal: 65.8 per cent
MTN – Number 3.
– Overall satisfaction: 69.8 per cent
– Confirmation/ dis-confirmation of expectations: 63.4 per cent
– Comparison to ideal: 64.1 percent
CELL C – Number 4.
– Overall satisfaction: 70.5 per cent
– Confirmation/ dis-confirmation of expectations: 63.6 per cent
– Comparison to ideal: 63.8 percent
Customer expectations
The industry average for this category is 74.2 percent
* VODACOM – Leader (76 per cent)
* TELKOM MOBILE – On par (74.2 per cent)
* MTN – On par (73.6 per cent)
* CELL C – Below par (70.4 per cent)
Customer loyalty
The industry average for this category is 59.2 per cent
* CELL C – 61.6 per cent
* VODACOM – 61 per cent
* MTN – 59.2 per cent
* TELKOM MOBILE – 54.7 per cent
Who is your service provider and are you satisfied? Would your ever change to a different service provider? Let us know.
