A survey has revealed that telecoms subscribers in South Africa are becoming increasingly unhappy with the quality of services being offered by their telecoms network.
According to the latest SA Customer Satisfaction Index (SAcsi), which benchmarks customer satisfaction levels of various products and services sold to household consumers in South Africa, Vodacom has edged out rivals in terms of mobile customer satisfaction while Cell C is South Africa’s most improved service provider. But overall customer satisfaction levels in the industry are falling.
News24 reported that Cell C – which is South Africa’s third largest mobile network with about 20 million subscribers – has increased its customer satisfaction index to 72.9 out of 100.
Local industry leader Vodacom experienced a decline to 76.7 while MTN managed 75.6. Finally, Telkom Mobile scored the lowest rating of 69.4.
The industry overall scored of 75.4 out of 100 this year which is lower than last year’s score of 76.7.
But while the index continues a downward trend, this does not mean that local customers are entirely dissatisfied yet.
“This is one of the only industries we have measured in which all service providers surveyed are meeting the expectations of their customers on issues of overall quality, meeting individual needs and things not going wrong with the provider,” said Professor Adré Schreuder, SAcsi founder and CEO of Consulta.
