{"id":640853,"date":"2026-04-19T15:59:45","date_gmt":"2026-04-19T13:59:45","guid":{"rendered":"https:\/\/mybroadband.co.za\/news\/?p=640853"},"modified":"2026-04-19T16:05:50","modified_gmt":"2026-04-19T14:05:50","slug":"webafrica-and-mweb-say-customer-experience-is-their-number-one-priority-for-2026","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/internet\/640853-webafrica-and-mweb-say-customer-experience-is-their-number-one-priority-for-2026.html","title":{"rendered":"Webafrica and Mweb say customer experience is their number one priority for 2026"},"content":{"rendered":"\n

Mweb and Webafrica have seen significant increases in customer satisfaction scores in MyBroadband Insights\u2018 latest research report, following major investments in their products and support.<\/p>\n\n\n\n

\u201cThat\u2019s great to hear, it shows that our efforts are not in vain,\u201d Webafrica and Mweb chief commercial officer Greg Wright said in response to the latest customer satisfaction data.<\/p>\n\n\n\n

\u201cMaximising customer experience is our number 1 objective for this year.\u201d<\/p>\n\n\n\n

The Q1 2026 MyBroadband Insights report revealed that Mweb and Webafrica have narrowed the gap with market leader Afrihost in the South African ISP space.<\/p>\n\n\n\n

Afrihost remained the top-rated provider with a score of 72.7%, followed by Mweb at 72.6% and Webafrica at 70.1%.<\/p>\n\n\n\n

These results are based on a comprehensive dataset of 1 million speed tests performed by South African Internet users between January and March 2026.<\/p>\n\n\n\n

MyBroadband Insights processed 144,000 app-based tests and 860,000 web-based tests to ensure the findings accurately reflect real-world customer sentiment.<\/p>\n\n\n\n

The improvement in scores for Mweb and Webafrica comes after several years of structural changes following Webafrica\u2019s acquisition of Mweb in 2023.<\/p>\n\n\n\n

Wright explained that the company has invested heavily in stabilising its technical environments to provide a more consistent experience for its growing subscriber base.<\/p>\n\n\n\n

\u201cWe\u2019ve spent a considerable amount of time, money, and effort stabilising our environments,\u201d said Wright.<\/p>\n\n\n\n

One of the most significant changes was moving Mweb and Webafrica onto a unified Customer Relationship Management (CRM) system for better data management.<\/p>\n\n\n\n

\u201cSince Q1 of last year, we\u2019ve placed both our brands onto the same CRM system,\u201d Wright revealed.<\/p>\n\n\n\n

Mweb also completed a massive project to migrate over 300,000 mailboxes to a more modern, reliable email platform.<\/p>\n\n\n\n

\u201cWe\u2019ve migrated over 300k mailboxes to our new platform,\u201d Wright said, noting that these foundational projects are critical for long-term customer happiness.<\/p>\n\n\n\n

This migration was a complex undertaking aimed at reducing downtime and improving the performance of legacy email services for longstanding Mweb customers.<\/p>\n\n\n\n

Multiple customer support projects in the pipeline<\/h2>\n\n\n\n
\"\"<\/figure>\n\n\n\n

The company is also on the verge of launching a state-of-the-art live chat system designed to provide instant support to frustrated users.<\/p>\n\n\n\n

\u201cWe\u2019re about to complete a move for both brands, which will see a state-of-the-art live chat system come to life,\u201d Wright said.<\/p>\n\n\n\n

He added that these projects are only the beginning, with several other customer experience tasks currently on the company’s internal roadmap for 2026.<\/p>\n\n\n\n

\u201cThese are just to name a few projects. We have many more customer experience tasks on the roadmap.\u201d<\/p>\n\n\n\n

One of the key drivers for the improved scores has been a proactive approach to resolving issues on third-party platforms and social media channels.<\/p>\n\n\n\n

\u201cWe\u2019ve come to realise that frustrated customers use a diverse range of channels to seek help: Reddit, MyBroadband forums, Hellopeter, Pissed Consumer, Google reviews, Trustpilot, Meta, and X.\u201d<\/p>\n\n\n\n

As of last quarter, Mweb and Webafrica have deployed dedicated teams to monitor and engage with customers across all these external digital platforms.<\/p>\n\n\n\n

\u201cThese are customers who have unfortunately slipped through the cracks of our standard support ecosystem,\u201d Wright acknowledged.<\/p>\n\n\n\n

\u201cThe average response time of our dedicated support teams is a few minutes, and they tend to do a fantastic job in resolving the underlying issue for a customer.\u201d<\/p>\n\n\n\n

Webafrica and Mweb hiring more support personnel<\/h2>\n\n\n\n
\"\"<\/figure>\n\n\n\n

The company is also expanding its workforce to ensure it has the capacity to maintain this level of service while continuing its rapid growth.<\/p>\n\n\n\n

\u201cWe\u2019re currently on a hiring spree in order to keep up with the subscriber growth we\u2019ve experienced over the past year or so,\u201d Wright said.<\/p>\n\n\n\n

\u201cThese hires will go a long way to further improve customer experience.\u201d<\/p>\n\n\n\n

The narrow margin between Afrihost and Mweb in the latest rankings suggests that the competition for the title of South Africa’s best ISP remains fierce.<\/p>\n\n\n\n

With only a 0.1 percentage point difference separating the top two spots, the investments made by Mweb and Webafrica are paying dividends.<\/p>\n","protected":false},"excerpt":{"rendered":"

Mweb and Webafrica have seen significant increases in customer satisfaction scores in MyBroadband Insights\u2018 latest research report, following major investments in their products and support.<\/p>\n","protected":false},"author":15,"featured_media":640857,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18],"tags":[26492,213,2508],"class_list":["post-640853","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-internet","tag-greg-wright","tag-mweb","tag-webafrica"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/640853"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=640853"}],"version-history":[{"count":1,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/640853\/revisions"}],"predecessor-version":[{"id":640860,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/640853\/revisions\/640860"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/640857"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=640853"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=640853"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=640853"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}