MyBroadband has released its Q1 2020 Mobile Operator Report, which shows that MTN is the top-rated mobile provider in South Africa.<\/p>\n
The report is based on 7,608 customer satisfaction ratings from mobile data users across South Africa.<\/p>\n
These ratings provide an overview of which operators have the happiest customers, and which operators should improve.<\/p>\n
MTN received the highest customer satisfaction rating at 84%, followed by Vodacom on 70%, Rain on 69%, Cell C on 63%, and Telkom on 60%.<\/p>\n
What makes these customer ratings interesting is that they closely follow the network quality of the operators<\/strong><\/a>.<\/p>\n One would expect data prices and customer support to play a more prominent role in customer satisfaction, but it is not the case. Or at least not for middle-class South Africans.<\/p>\n Network quality, and not pricing, is the dominant metric for many people when they decide on which mobile operator to support.<\/p>\n This is why Vodacom and MTN continue to show strong growth despite their competitors \u2013 Telkom, Rain, and Cell C \u2013 offering lower prices.<\/p>\n The table below provides an overview of the mobile network customer satisfaction ratings in Q1 2020.<\/p>\n While many consumers may find the importance of network quality surprising, Vodacom and MTN have known this for years.<\/p>\n They continue to invest billions into their networks each year \u2013 money which could have been spent on dividends for shareholders or bonuses for executives.<\/p>\n They know that unless they have a world-class network, they will lose subscribers and struggle to compete.<\/p>\n Vodacom and MTN also know they do not have to be the cheapest. They just have to offer the best service.<\/p>\n Vodacom CEO Shameel Joosub said they have never tried to be the cheapest. Instead, their focus is on providing a quality service.<\/p>\n There is also a good reason why Vodacom and MTN have been engaged in numerous advertising battles around the claim of having the best network in South Africa.<\/p>\n Industry insiders told MyBroadband the \u201cBest Mobile Network in South Africa\u201d claim is worth billions.<\/p>\n It is clear that having the best network, especially in an age where data has surpassed voice as the main revenue driver, is now more important than ever.<\/p>\n The table below shows the relationship between network quality and customer satisfaction ratings.<\/p>\n It shows that providers which offer cheaper data have a higher customer satisfaction score than their network quality score. The inverse is true for MTN and Vodacom.<\/p>\n The overall rankings, however, remained the same. This shows a clear link between network quality and customer happiness.<\/p>\n\n\n
\n Mobile Operator Customer Satisfaction Ratings<\/strong><\/th>\n<\/tr>\n \n Operator<\/strong><\/td>\n Percentage\u00a0<\/strong><\/td>\n<\/tr>\n \n MTN SA<\/strong><\/td>\n 84%<\/td>\n<\/tr>\n \n Vodacom SA<\/strong><\/td>\n 70%<\/td>\n<\/tr>\n \n Rain<\/strong><\/td>\n 69%<\/td>\n<\/tr>\n \n Cell C<\/strong><\/td>\n 63%<\/td>\n<\/tr>\n \n Telkom SA<\/strong><\/td>\n 60%<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n The importance of having the best network<\/h3>\n
Network quality and customer satisfaction<\/h3>\n