Cellphone Network Providers
ConsultaPanel recently conducted a survey in order to learn more about customer experience with cellphone network providers in South Africa. As cellphone ownership and usage rises, cellphone companies are faced with more pressure to increase customer satisfaction and offer more competitive incentives to attract customers. Our survey reveals where customers stand as far as satisfaction and dissatisfaction with mobile companies, service, features and more.
What did our survey reveal about customer experience with cellphone network providers?
- The majority of survey participants use Vodacom for mobile service. When customers needed to contact their service provider, the most common method was via a phone call.
- Vodacom scored the highest among customers when asked questions about feeling valued as a client, providing assistance and relevant feedback, staff performing tasks correctly the first time, staff knowledge and competency and other related issues. Other smaller network providers scored a combined second highest, these include 8ta, Virgin Mobile, Autopage, Altech and Nashua. MTN scored third-highest, with Cell C coming in fourth place.
- When asked how likely they would be to reuse the services of the network they used in the past 45 days, Cell C scored the highest level of customer dissatisfaction, with participants saying they’d be very unlikely to use its services again. The “other” category had the highest number of participants willing to reuse services.
- Survey participants were asked how likely they would be to recommend the services of a network provider to colleagues, friends and family. Once again, the “other” category scored the highest for “very likely” and Cell C scoring the lowest, receiving the most responses for “highly unlikely.”
Customer experience is an important aspect of every business, especially with increasing competition in a global market.
ConsultaPanel specialises in creating surveys and panels designed to gauge customer satisfaction and allow you to discover how customers feel about your products and services. To learn how you can improve customer experience, contact ConsultaPanel and see how we can help you!