Despite having been one of the mobile service providers grilled by a Parliamentary Committee over customer service last year, Vodacom has come out tops in a customer satisfaction survey conducted by the SA Satisfaction (SAS) Index on behalf of the Department of Trade and Industry.
Consumers have rated Vodacom South Africa as the "best performing telecommunications company", according to the survey. Scoring 81 out of a possible 100, Vodacom leads followed by MTN (79), Cell C (78) and Telkom (74).
Announcing the survey results in Johannesburg yesterday, Lindiwe Hendricks, deputy minister of trade and industry, said customer satisfaction in the telecommunications industry is important because of the significant role this industry plays in the nation`s gross domestic product.
The soundness of the telecommunications industry`s business practices "is also regarded as generally indicative of the state of business practices in the country", Hendricks added. "What has been striking about the results of the survey, is that South African consumers rate the level of service provision by SA telecommunications providers more highly than US consumers rate their equivalents."
The SAS Index measures the level of satisfaction that consumers have with the products provided and the level of service provision. It allows different players in an industry to be benchmarked against each other, against other industries and internationally. About 250 in-depth interviews were conducted with each telecom operator`s customers.
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