Webafrica and Mweb merging operations
Webafrica and Mweb are merging their operations to benefit from the strengths of both teams across the two Internet service provider brands. However, they will not be merged into a single brand at this time.
Webafrica acquired Mweb from Dimension Data last year for an undisclosed sum. The acquisition was funded from Webafrica’s balance sheet.
“There is considerable brand equity in both brands. Therefore, both will remain active participants in the market,” Webafrica chief commercial officer Greg Wright has told MyBroadband.
“Our combined 700-strong workforce will now work alongside one another,” Wright said. “They are the backbone of our success, and we’re incredibly proud of what they have achieved.”
Wright said the response from staff to the change has been overwhelmingly positive. “We’re excited to see what the future holds,” he said.
The decision to integrate the two teams appears to have already had a positive impact.
Market research and network intelligence company Analytico recently released its Q1 2024 broadband and ISP report, showing that Webafrica’s customer satisfaction score improved significantly.
The report is based on 1.07 million data points from 62 ISPs collected through MyBroadband’s mobile speed test apps and website.
These data points included speed test results and customer satisfaction ratings for each ISP.
After a user does a speed test, they are asked to rate how satisfied they are with their broadband service provider.
During the first quarter of 2023, Webafrica ranked seventh among the country’s top ISPs (these rankings exclude smaller ISPs and fibre-only providers to minimise sampling bias).
A year later, it was nipping at the heels of Axxess in third place with a satisfaction score of 71.1%.
The race among the top three ISPs is tight. The highest customer satisfaction score — Afrihost’s — was 76%.
Mweb came in fifth (65.5%), just behind RSAWeb (67.9%).
Wright said their acquisition of Mweb helped boost their customer satisfaction scores.
“Mweb and Webafrica have spent the last few months comparing notes,” he said.
He said this helped reveal where they were strong and where they fell short.
“We’ve taken these learnings and have started to implement improvements in both companies, to the benefit of our customers,” said Wright.
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