CAPE TOWN - Vodacom has retained the top spot as South Africa's favourite mobile cellular network, with MTN recording the weakest link in the index - the South African Customer Satisfaction Index for 2017 revealed on Wednesday.
Vodacom gained an overall score of 79.2 points from 78.9 points recorded in 2016. This network provider has exceeded the industry's average of 77.2.
Vodacom 's adjacent competitor MTN has shown some deteriorating consumer satisfaction with a decline from 75.8 to 74.2 points. This has even gone below 2015 score of 75.6.
According to the report, Telkom Mobile ranked second overall with a 3.9-point jump to 76.8, followed by Cell C, which scored 76.7 - up 1.6 points from 2016.
CEO of Consulta - the company conducting the survey, Professor Adré Schreuder notes that MTN has struggled to provide good quality customer service at home, but it has shown the biggest market presence across Africa and the Middle East.
"This has allowed value-focused brands such as Cell C and Telkom Mobile to attract cost-conscious customers, while Vodacom has solidified its hold in the premium segment," Screuder said.
According Screuder, Telkom Mobile has taken advantage of the market with its aggressive data offers, even though coverage might be an issue - the operator’s customers seem satisfied with its service in key areas.
The South African Customer Satisfaction Index is now on its fifth year providing insights into the South African mobile network industry by measuring customers' overall satisfaction based on: brands exceeding or falling short of customer expectations and the respondents’ idea of the ideal product to achieve an overall result out of 100.
- BUSINESS REPORT ONLINE