The survey was successfully completed by 5,356 South African broadband users, who rated their broadband service on value for money, network quality, billing, support, and overall satisfaction.
The broadband survey tested users’ satisfaction with and perception of their ADSL ISP accounts, rather than the actual performance of the service.
To ensure accuracy and avoid duplicate entries, a unique token system was used through which only invited users were allowed to complete the survey.
The following table provides an overview of the results of the survey (scores /10). It should be noted that ISPs which did not receive enough responses were not listed below.
Value = value for money, Network = network performance, Overall = Overall satisfaction
Will you recommend your ADSL ISP to a friend?
As part of the survey users were asked “How likely is it that you would recommend your current ADSL ISP to a friend or colleague.”
Customers were asked to rate their likelihood of recommending their ADSL ISP on a 1 to 10 rating scale, with the average scores listed below.
|ISP||Average score||What it means|
|Afrihost||8||Satisfied but unenthusiastic customers|
|Web Africa||7||Satisfied but unenthusiastic customers|
|Vox Telecom||7||Satisfied but unenthusiastic customers|
|Axxess||7||Satisfied but unenthusiastic customers|
|Openweb||7||Satisfied but unenthusiastic customers|
|Internet Solutions||7||Satisfied but unenthusiastic customers|
|Cybersmart||7||Satisfied but unenthusiastic customers|
|FNB Connect||6||Unhappy customers|
|Telkom Internet||5||Unhappy customers|