MTN tops, Telkom worst
Winners and losers
In the 2007 Orange Index on customer service, MTN is listed as the Industry Winner in the telecoms industry with a score of 57.98. MTN was followed by Cell C who scored 55.95, Vodacom on 53.49, Multichoice on 52.22 and Telkom on 39.89.
Vodacom received the unflattering title of the ‘Top Regressor’ in the telecoms space. “Vodacom’s performance was poorer on all service drivers, compared to the 2006 measurement,” the report states.
The Telecommunications sector as a whole did not fare well and was rated as the third worst service industry, only to be ‘outdone’ by Medical Aids and Airlines. Food Retail was listed as the top service industry.
The telecommunications sectors’ service levels have declined by around 12% over the last year. “Service levels in the telecommunications industry declined since 2006, and the telecommunications industry is one of the worst performing industries overall,” the report states.
MTN happy with results
Commenting on the Orange Index results, Tim Lowry, managing director of MTN South Africa says MTN SA’s business model pivots around customers and their changing needs.
“The MTN SA Call Centre facilitates communication between MTN and its customers and allows us to understand their changing needs, monitor our performance and make improvements. While adapting to the changing needs of our customers creates new opportunities for growth, which leads to technological innovations and data evolution.
Although technological innovations and delivery are vital components of MTN SA’s service offering and business, MTN SA is a ‘People business rather than a technology business’,” said Lowry.
“It’s about people using technology to connect to other people. We develop and deploy data and voice sharing technology to facilitate communication for people. MTN SA realises that people or its customers are the reason for its existence we want to be accessible to our customers as and when they require our services.
For example, the demand for data services is placing huge requirements on our transmission network. In response, MTN has designed and mapped out its own national backbone network, and is in the process of going out to tender to identify relevant suppliers and obtain final costings for the laying of 5 000km of optical fibre cables to build the MTN network,” said Lowry.
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