The April 2021 South African Internet service provider (ISP) rankings saw Axxess top the list while Rain continues to be ranked as the worst provider in South Africa.<\/p>\n
The ISP rankings are based on customer satisfaction scores collected through MyBroadband\u2019s mobile apps and web-based speed test portals.<\/p>\n
After a user performs a speed test, they are asked to rate their ISP based on their overall satisfaction with the service.<\/p>\n
These customer satisfaction ratings are then processed to produce a customer satisfaction percentage for each ISP. Higher scores indicate a better customer experience.<\/p>\n
Axxess, which won the ISP of the Year Award in 2008, 2009, 2015, 2016, and 2017, narrowly beat Cool Ideas in the latest rankings.<\/p>\n
Axxess received a customer satisfaction score of 79.0% in April, slightly higher than Cool Ideas\u2019 78.6%.<\/p>\n
The top 5 were completed by Home Connect on 77.4%, RSAWEB on 77.0%, and Afrihost on 75.3%.<\/p>\n
On the other end of the scale not much changed – Rain is still rated as the worst ISP in South Africa.<\/p>\n
Rain\u2019s customer satisfaction score of 56.7% was significantly worse than the industry average of 70%.<\/p>\n
This shows that Rain has challenges to ensure they provide their customers with service levels which they expect.<\/p>\n
Over the last year Rain has struggled with poor network performance and lagging client support.<\/p>\n
Online platforms like Hellopeter, Twitter, and Facebook continue to be flooded with complaints from Rain clients about problems.<\/p>\n
The reported problems include poor network speeds, billing, customer support, and network outages.<\/p>\n
ARC co-CEO Johan van Zyl previously said<\/strong><\/a> Rain was aware of the problems and was working hard to address them.<\/p>\n The interventions included expanding coverage, protecting against load-shedding outages, and employing more support staff.<\/p>\n Rain has also made customer satisfaction a key deliverable for the company\u2019s new management team to encourage improved performance.<\/p>\n To date, however, these interventions did not do much to improve customer satisfaction levels.<\/p>\n Rain is only one of two large Internet service providers in South Africa with a customer satisfaction rating below 60%.<\/p>\n The table below provides the customer satisfaction scores and network speeds of prominent South African ISPs.<\/p>\n The first table shows the ratings for ISPs which received enough votes to produce an accurate average customer satisfaction score.<\/p>\n A few prominent ISPs did not receive enough votes to be included in the first table because the margin of error is too large for an accurate conclusion.<\/p>\n Their average scores, however, remain of interest and are shown in the second table. It should be noted that this information should not be compared to the first table.<\/p>\nBest and worst ISPs in South Africa<\/h3>\n