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Johannesburg — Local mobile network MTN is falling behind its rivals when it comes to customer satisfaction scores for wireless internet services.
This is according to new findings from the South African Customer Satisfaction Index (SAcsi), which surveyed over 1 400 customers of Telkom, Vodacom, Cell C and MTN from November 2015 to January 2016.
The survey only looked at these companies internet services while excluding their voice offerings.
Overall, all these telecom providers achieved a satisfaction score of 68.2 out of 100, which falls in SAcsi’s bottom five industries when it comes to customer satisfaction.
But it’s MTN that has scored the lowest total satisfaction score of 66.3 out of 100. Cell C, meanwhile, scored on par with the industry at 66.8 out of 100, Telkom 69.7 and Vodacom 69.4.
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One of the customer satisfaction areas where MTN scored badly was loyalty, according to the survey.
“While the survey results do not specify a reason for this, it may be related to price increases implemented by MTN over the past year,” said Professor Adrè Schreuder, CEO of Consulta and founder of SAcsi, in a statement.
MTN also recorded the lowest value for money score while Telkom scored the highest in this category. Cell C and Vodacom were respectively second and third in terms of value for money.
MTN further had the lowest score in terms of the ‘treating customers fairly (TCF)’ category.
“While Vodacom fared well in the TCF components of fair treatment, easily understandable information and suitable advice, MTN’s customers rated the company lowest on these same components as well as the component of products for specific needs,” said Professor Schreuder.
The wireless internet industry as a whole, though, has a long way to go, said the SAcsi survey.
“The complaints incidence in the wireless internet industry is also one of the highest among all the industries measured in the SAcsi,” said SAcsi in its statement.
“Complaints handling was rated at 50.9%, pointing to room for improvement by providers in the area of better addressing customer complaints. Specific complaints centred on the networks – data, speed, coverage and quality,” said SAcsi.
Fin24 has reached out to MTN about its low score and will update this story if the company chooses to comment.
