Vodacom’s customers are more loyal than ever – here’s why

Vodacom CEO Shameel Joosub said their continued network investment and improved customers service has resulted in a more loyal subscriber base.

Vodacom’s recent results show that contract subscriber churn is down from 10.2% to 7.3%, despite an aggressive campaign from Cell C to convince Vodacom and MTN subscribers to leave their contracts.

Joosub said they achieved these higher loyalty levels by improving service levels to customers.

“We have consistently improved our network, and improved our support services to subscribers – from stores to call centres. We have developed a special programme around that,” said Joosub.

The result is that Vodacom now has a 21-point Net Promoter Score lead over MTN – the biggest lead it has ever had. Vodacom also enjoys a 17-point lead over Cell C.

“These results came with a lot of investment and effort,” said Joosub, adding that Vodacom will continue to invest in its operations.

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The slides from Joosub’s recent results presentation highlight Vodacom’s lead over its competitors.

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Vodacom’s customers are more loyal than ever – here’s why