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Johannesburg - MTN’s ambition to be South Africa’s biggest telecoms company can only be achieved if it sorts out its service issues.
This is according to Fin24 users reacting to comments from MTN South Africa’s new chief executive officer Mteto Nyati.
Nyati, who is a former Microsoft executive, told CNBC television programme TechBusters that MTN aims to emerge from a months-long strike to overtake Vodacom and become South Africa’s biggest mobile network.
Currently, MTN has 28.5 million subscribers in South Africa while Vodacom has approximately 30 million users.
“We seem to be a number two who is comfortable being number two,” Nyati told TechBusters.
“And I’m like saying maybe we should actually change things; we should aspire to be number one.
“And let’s behave like a company that is hungry, that wants to be number one. So, that’s the next big thing: How do we grow our traditional business,” Nyati added.
MTN, though, faces challenges such as falling revenues in its South African business.
Earlier this month, MTN reported that its SA revenue fell 1.4% from to R18.8bn amid handset supply problems and the Communication Workers Union (CWU) strike.
Other challenges facing the company though pertain to customer and network service levels, according to Fin24 users.
Fin24 user Riaan van der Merwe wrote:
“If MTN has any ambitions in this regard, they better first sort out the service problems. I ported my mobile account from Vodacom to MTN a few years ago due to poor service and coverage issues at my home in the Vaal Triangle, but I am now strongly considering porting back due to the extremely poor reception, dropped calls, and numerous service issues. I have never experienced poorer network service than in recent months, and it is getting worse by the week. I never seem to be able to complete a call without dropping connection.”
Fin24 user Kobus van Eeden said that customer service levels are key for MTN.
“To become number one they will have to dramatically improve their customer service levels. Handset availability is crucial, but it is much more than that. It is about the attitude of the front line staff (which is always a mirror of the attitude of management). They will also have to have some product that is financially more attractive than what you can get from the competition. They need to simplify their product offering and make it transparent and easy to understand. It should be easy to do business with them."
Other Fin24 users, though, are more upbeat about MTN’s chances of becoming South Africa’s top telecoms company.
Fin24 user Lance wrote:
“Agree 100% with Mteto. MTN is used to being second to Vodacom. With him at the helm, MTN will lead and not follow. He is a people's person and when a leader looks after his people, they will look after him (i. e. MTN). These days most leaders look at bottom line and tend to forget their people's interest. I take my hat off for Mteto, leads by example.”
Fin24 user Eric Mahlong said that MTN’s ambitions to be number one could boost local competition.
“That is the best ever as it going to bring about competition, low prices and less collusion. I say MTN bring it on.”
