Webafrica and Mweb say customer experience is their number one priority for 2026
Mweb and Webafrica have seen significant increases in customer satisfaction scores in MyBroadband Insights‘ latest research report, following major investments in their products and support.
“That’s great to hear, it shows that our efforts are not in vain,” Webafrica and Mweb chief commercial officer Greg Wright said in response to the latest customer satisfaction data.
“Maximising customer experience is our number 1 objective for this year.”
The Q1 2026 MyBroadband Insights report revealed that Mweb and Webafrica have narrowed the gap with market leader Afrihost in the South African ISP space.
Afrihost remained the top-rated provider with a score of 72.7%, followed by Mweb at 72.6% and Webafrica at 70.1%.
These results are based on a comprehensive dataset of 1 million speed tests performed by South African Internet users between January and March 2026.
MyBroadband Insights processed 144,000 app-based tests and 860,000 web-based tests to ensure the findings accurately reflect real-world customer sentiment.
The improvement in scores for Mweb and Webafrica comes after several years of structural changes following Webafrica’s acquisition of Mweb in 2023.
Wright explained that the company has invested heavily in stabilising its technical environments to provide a more consistent experience for its growing subscriber base.
“We’ve spent a considerable amount of time, money, and effort stabilising our environments,” said Wright.
One of the most significant changes was moving Mweb and Webafrica onto a unified Customer Relationship Management (CRM) system for better data management.
“Since Q1 of last year, we’ve placed both our brands onto the same CRM system,” Wright revealed.
Mweb also completed a massive project to migrate over 300,000 mailboxes to a more modern, reliable email platform.
“We’ve migrated over 300k mailboxes to our new platform,” Wright said, noting that these foundational projects are critical for long-term customer happiness.
This migration was a complex undertaking aimed at reducing downtime and improving the performance of legacy email services for longstanding Mweb customers.
Multiple customer support projects in the pipeline
The company is also on the verge of launching a state-of-the-art live chat system designed to provide instant support to frustrated users.
“We’re about to complete a move for both brands, which will see a state-of-the-art live chat system come to life,” Wright said.
He added that these projects are only the beginning, with several other customer experience tasks currently on the company’s internal roadmap for 2026.
“These are just to name a few projects. We have many more customer experience tasks on the roadmap.”
One of the key drivers for the improved scores has been a proactive approach to resolving issues on third-party platforms and social media channels.
“We’ve come to realise that frustrated customers use a diverse range of channels to seek help: Reddit, MyBroadband forums, Hellopeter, Pissed Consumer, Google reviews, Trustpilot, Meta, and X.”
As of last quarter, Mweb and Webafrica have deployed dedicated teams to monitor and engage with customers across all these external digital platforms.
“These are customers who have unfortunately slipped through the cracks of our standard support ecosystem,” Wright acknowledged.
“The average response time of our dedicated support teams is a few minutes, and they tend to do a fantastic job in resolving the underlying issue for a customer.”
Webafrica and Mweb hiring more support personnel
The company is also expanding its workforce to ensure it has the capacity to maintain this level of service while continuing its rapid growth.
“We’re currently on a hiring spree in order to keep up with the subscriber growth we’ve experienced over the past year or so,” Wright said.
“These hires will go a long way to further improve customer experience.”
The narrow margin between Afrihost and Mweb in the latest rankings suggests that the competition for the title of South Africa’s best ISP remains fierce.
With only a 0.1 percentage point difference separating the top two spots, the investments made by Mweb and Webafrica are paying dividends.
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