Best and worst telecoms stores in SA

The South African Customer Satisfaction Index (SACSI) has released its mobile telecoms retail outlets report, showing that Vodacom and MTN‘s retail stores are the best in the country.

SACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in South Africa.

In the latest SACSI research, customers gave the mobile telecoms retail stores industry an average satisfaction score of 74.8 out of 100. Vodacom scored 4.1% higher than this average and MTN scored 1.7% higher.

Cell C scored on par with the industry average, whilst Telkom Direct and Altech Autopage Cellular both scored below par at 6.6% and 12.8% below industry average respectively.

SA’s mobile telecoms retail stores doing well

South Africa’s mobile telecoms retail stores industry ranked third out of the countries measured under the ACSI global licence programme.

The international benchmark in mobile telecoms retail stores is the UK with a customer satisfaction score of 78.0 out of 100.

South Africa outranked South Korea and Singapore, but lagged marginally behind the USA.

SACSI CEO Adre Schreuder said that the when comparing the results of mobile retail versus mobile networks released last month (Best and worst mobile network in SA: unexpected results), one can clearly see the positive outcomes of the customer-centric strategy efforts of the two largest mobile brands in South Africa.

Telecommunication retail stores
Retail Store SAcsi Score Point difference from Industry Average (74.8) Industry Comparison (90% statistical significance)
Vodacom 77.9 3.10 Industry Leader
MTN 76.1 1.30 Industry Leader
Cell C 74.6 -0.20 Par with industry
Telkom Direct 69.9 -4.90 Below Par
Altech Autopage 65.2 -9.60 Below Par

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Best and worst telecoms stores in SA