South African Customer Satisfaction Index — Vodacom Ranks Highest Among Customers

Vodacom takes lead, while MTN ranks last as was reported in the latest South African Customer Satisfaction Index (SAcsi) report published, showing which mobile operators have the most and least satisfied customers.

The report found that customers are least satisfied with MTN, whose network provider score declined from 75.8 in 2016 to 74.2 points. With an overall SAcsi score of 79.2, Vodacom was 0.3 points ahead of its 2016 score of 78.9, and surpassed the 2017 industry average of 77.2.

Telkom Mobile ranked second overall with a 3.9-point jump to 76.8, followed by Cell C, which scored 76.7 (up 1.6 points from 2016). The SAcsi for Cellular Networks is in its fifth year and claims to offer impartial insights into the South African mobile network industry by measuring customers’ overall satisfaction. The score is based on brands exceeding or falling short of customer expectations and respondents’ idea of the ideal product to achieve an overall result out of 100.

The index includes a Customer Expectations Index, a Perceived Quality Index and a Perceived Value Index. The sample covered 1,183 network subscribers in the pre-paid and contract markets, who were randomly selected.

Adre Schreuder, the CEO of Consulta, which runs the survey, said MTN may have the biggest footprint in Africa and the Middle East, but it has struggled to provide good quality and customer service at home.