Cape Town – Customer response to MTN’s [JSE:MTN] drive to improve service to subscribers by extending the expiry date for data bundles has received support, but the operator has some way to go in terms of its customer service, according to Fin24 users.
MTN SA chief executive Mteto Nyati told Fin24 that the company recognised customer service as a key focus to grow the operator’s network.
“The thing that is going to differentiate us is not the technology, it is the experience that people will have in dealing with us. We have chosen superior customer experience as being the differentiator,” he said.
Some Fin24 users applauded the firm’s move.
“MTN is definitely on the right path here. My teenage daughters and their friends were complaining about how bad cellphone companies are by treating data as perishable items emphasising that they are after profits and nothing else mattered to them. They joked around and said even for perishable items you have an option to freeze and preserve them over time,” wrote Fin24 user Siphiwe.
“These teenagers strongly feel that this practice is unfair and unjust. Youth is very key and by not making data to expire MTN is going to definitely win in a long term...
“Caring is one value that will enhance MTN's image and of they walk the talk I am certain that they would most definitely cannibalise from all their competitors and improve their market share.
“All I can say to MTN is that my teenage daughters and their friends are so excited by this move and others that aren't on MTN are ready to make a cross over!
“I have never replied to editors but my daughters forced me to and the excitement I saw in the eyes made me to oblige. Kudos to MTN, I can safely say I'm very proud to be their client.”
However, billing problems continue to plague the industry, according to Fin24 user Ken.
“I have had in the last month, after doing an upgrade, my credit limit changed and because of this all my lines, five of them, cut off, then after phoning the call centre having to have to hold on for a half an hour after getting through to three different agents, before having my credit limit 'increased', receiving numerous SMS messages that I am using data out of bundle when there is still more than adequate data left in my bundle and yesterday having my airtime balance on one line changed to from R68 to R5, and the other from R98 to zero.
“All these are then reinstated after a few attempts. I have failed each time in about nine attempts to reset my data usage limit via the USSD to what I originally requested it to be to no avail.
“So where is the improvement. There is no way one can escalate a problem that you encounter to a supervisor or a manager when you feel that your problem is not being resolved , the only recourse you have is to the call centre or to the nearest MTN service centre which in my case is 69km away.”
Fin24 user Jonathan expressed support for the shift to long term bundles.
“About time a South African company recognises that saying sorry or nothing at all does not build customer satisfaction or loyalty. Monthly data bundle expirations are a cheap form of theft from consumers and a shady pseudo banking practice.
“Well done MTN.”
Nyati said that the operator which recently zero-rated data in its FrontRow streaming offering, will engage in multiple strategies to win customers over.
“It’s many things that will make the customer feel: ‘You know what, I’m better off with these guys because they have my back.’”