MTN, Vodacom and Telkom Mobile have shown a strong performance in the Ask Afrika Orange Index, placing in the top 20 for their customer service levels in SA.
The Orange Index, conducted by Ask Afrika, provides a customer service benchmark to companies – enabling them to compare their service within their own industry and across other industries.
The customer service of companies across different industries is compared by making use of an index score. In 2013, 109 brands across 22 industries were analysed along a typical value chain to ascertain the drivers of service in each industry.
Clothing retail store Truworths topped the index, followed by Toyota, medical aid scheme Gems. and Capitec Bank in 4th place.
Orange Index: top 20 overall winners
|11||Pick n Pay||Food Retail|
|18||Vodacom Internet||Internet Service Providers|
|19||Woolworths Food||Food Retail|
Best telecoms companies
MTN placed highest in the tech and telecoms sector, in 7th place overall – followed by Vodacom (9th) and Telkom Mobile (12th).
When it came to the Internet service provider (ISP) with the best customer service, Vodacom topped the list.
In response to the latest Index, Telkom said it is “busy with very powerful thrusts” across the group to improve its customer service.
In the sector for Internet service providers, Telkom said its overall ranking improved from 84th position in 2012 to 58th position in 2013 with an index score of 47.78% versus the 39.94% in 2012.
Telkom’s fixed line index score improved from 26.7% in 2012 to 50.06% in 2013. Telkom’s fixed line ranking improved from 105th position last year to 48th position in 2013.
MTN (62.30%) was the winner in the Mobile category, with Vodacom (61.73%) in second place, and Telkom Mobile (61.15%) in 3rd place.
“We believe that this accolade demonstrates MTN’s substantial investment in our network, customer service initiatives and our people’s training and development,” said Eddie Moyce, Chief Customer Experience Officer at MTN South Africa.
“Our success to date is due to the company providing our employees with an outstanding place to work, giving them a reason to live our brand and supporting our values of a ‘can do’ attitude, innovation, leadership, relationships and integrity,” Moyce said.