Best and worst telecoms companies: customer survey

Latest Orange Index customer satisfaction survey reveals the best and worst telecoms companies in South Africa

October 16, 2012
Mobile operators

The 2012 Ask Afrika Orange Index – the largest customer satisfaction benchmark in South Africa – has revealed that MTN is the top telecoms provider when it comes to customer service excellence.

The Orange Index provides a customer service benchmark to companies – enabling them to compare their service within their own industry and across other industries.

MTN finished top of the telecoms providers, followed by Vodacom, Cell C, 8ta and Telkom. MTN also finished in the top 20 of over 100 companies which formed part of this survey. These results were the same as the 2011 results, while Vodacom was ranked as the top provider in 2010.

“We are once again honoured to receive such a highly recognised industry award,” said Eddie Moyce, MTN South Africa Customer Services Executive. “This reaffirms our continued commitment to quality customer experience.”

The telecoms industry as a whole had an average overall performance when compared to other industry sectors, as shown in the graph below.

Orange Index industry rankings

Orange Index industry rankings

The orange Index survey also ranked other tech industries, including independent cellular providers, Internet Service Providers (ISPs) and electronic and wired goods.

Glocell was rated as the top independent cellular provider, followed by Nashua Mobile and Altech Autopage.

The best ISP was Vodacom Internet, followed by MTN Internet, Cell C Internet, MWEB, and Telkom ISP. This is a change from 2011 when Vodacom was the top ISP, followed by MTN, Telkom Internet, and Cell C.

When it came to electronic and wired goods, Hi-Fi Corp reigned supreme, followed by Incredible Connection and Electric Express.

Orange Index top companies

Orange Index top companies

The full Orange Index report is available from Ask Africa or by contacting Anneli Retief (anneli.retief@askafrika.co.za).

Related articles

Customer satisfaction: best and worst telecoms companies (2011)

Customer satisfaction: Best Telecoms provider and ISP revealed (2010)

The best and worst telecoms providers (2009)

Tags: 8ta, Altech Autopage, Cell C, Electric Express, Headline, hi-fi corp, incredible connection, MTN, MWEB, Nashua Mobile, Telkom, Vodacom

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