Telkom customer satisfaction slumps

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AdLo

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http://www.mg.co.za/articlepage.aspx?area=/breaking_news/breaking_news__business/&articleid=257781

"While all four of the participants in Synovate's South African Satisfaction (SAS) Index suffered a decrease in customer-satisfaction ratings, Telkom's showed the most marked decline," said spokesperson Jon Salters.
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"The current media coverage of increasing costs for ADSL and the 'excessive' profits of telecommunications companies will do nothing to change this view."
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The study comprised 1 669 interviews, telephonically conducted nationally from July to August in 2005
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I bet they [Telscum] will still refer to the Markinor survey.

Interesting to see that even though Telkom has a stake in Vodacom, their customer service levels are on two totally different levels.
 
Impossible - Telkom is customer centric after all.
 
I know I am moving over to the SNO when it comes, even if they have problems. I am sick and tired of what Telkom as done to my A-Hole. Enough is enough.

I just hope that they dont go the same way IBurst, sentech or even Cell C. If they can pull this off from the start, they will take a huge chunk of Telkoms customer base.
 
I find those Telkom Customer satisfaction surveys a waste of my time as they take 20 minutes answering the same bloody questions, no I just say don't waste my time, every 3 months. Maybe I just should say answer with negative responses
 
I think the interesting thing about this is it shows growing awareness of Telkom-abuse. I think it shows that people are waking up to the reality that they are being ripped off. I attribute this growing sense of awareness to MyADSL and Hellkom.

What a silly, silly move on Telkom's part to sue Hellkom! I only became involved in anti-telkomism after reading on News24 that Telkom was sueing Gregg, as I'm sure is the case for many many others.

Papi, pay attention!!
 
Telkom 'lagging behind'

http://www.fin24.co.za/articles/default/display_article.asp?Nav=ns&ArticleID=1518-24_1840780

Nov 27 2005 01:07:30:500PM

Johannesburg - Fixed line telecommunications company Telkom has a lot of catching up to do with mobile telephone services, according to market research company Synovate's latest findings.

"While all four of the participants in Synovate's SAS Index suffered a decrease in customer satisfaction ratings, Telkom's showed the most marked decline," said spokesperson Jon Salters.

The gap between the cellular service providers - Vodacom, MTN and Cell C - and Telkom stands at its highest since 2001.

The survey's results, released this week, indicate that Vodacom is number one in service excellence, Salters, the managing director of Synovate Sub-Saharan Africa, said.

"More than half - 56% - of Vodacom's consumers rate its overall service delivery as excellent."

Salters said this was "no small feat in any industry in times of very sophisticated and demanding customers".

He warned that it was the "waning satisfaction amongst Telkom customers that is likely to see enough migration to the Second National Operator (SNO).

"This will make unhappy customers an expensive problem for Telkom."

Vodacom and MTN have retained their rankings in first and second position respectively while Cell C has failed to close the gap between its score and those of the top two performers.

Salters said that, compared to last year, the greatest deterioration recorded was in the satisfaction with staff.

"This highest declines in satisfaction levels were with Telkom staff, although Cell C's staff may also need some increased attention," he said.

Salters pointed out that Telkom's shortcomings, as the survey revealed, included the perceived value offered.

"The current media coverage of increasing costs for ADSL and the "excessive" profits of telecommunications companies will do nothing to change this view."

He said Telkom was "lagging behind all three cellular suppliers and, just ahead of the SNO launch, this is a crucial time for Telkom".

Salters said that Telkom needed to address the efficiency of staff, the quality of product information and look more closely at customer needs in terms of its tariff packages.

The most satisfactory results, across the industry, were recorded in products and services, which measures the quality of billing systems, communication regarding products and corporate communication.

Salters pointed out, however, that in last year's "extremely positive" results, Telkom had proved that it was capable of keeping up with the historically high satisfaction scores enjoyed by cellular providers.

"This year the news is not quite as cheerful for the telecoms sector and the improvements seen in 2004 have not been sustained."

The SAS Index gives a common measurement of service levels in various industries, including telecommunications, municipalities, short and long term insurance, medical aids and banks.

The South African Satisfaction Index telecommunications study, carried out by Synovate and endorsed by the department of trade and industry, has been conducted for four years.
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