Satisfaction with mobile retail stores down

Their satisfaction with mobile telecoms retail stores dropped 4% on last year's score at 71.6 out of 100. This is according to South African Customer Satisfaction Index (SAcsi) released recently.

Mobile network service providers

The SAcsi surveyed 1,526 randomly selected customers of Cell C, MTN, Telkom Mobile (formerly 8ta) and Vodacom. This year's results indicate no clear industry leaders. MTN (which was last year's industry leader), Telkom Mobile and Vodacom have all scored on par with the industry average. Cell C is below industry par by 6.4%. There have been no significant changes in any of the company scores from last year to this year.

Mobile telecoms retail stores

The SAcsi surveyed 2,288 randomly selected customers of Altech Autopage Cellular, Cell C, MTN and Vodacom. The sample also included customers of other retail stores (Nashua Mobile and Telkom Direct). Although the industry satisfaction score (71.6) dropped by 3.2 index points (4%) from last year, Altech Autopage improved its score by 7% and moved from below industry par to being on par with the industry.

Vodacom has maintained its industry leader position with a satisfaction score 2.1% above the industry average, although its satisfaction score dropped 6% since last year. Cell C is on par with the industry and recorded no significant change in their satisfaction score from last year. Satisfaction amongst MTN's customers is also on par with the industry, but the score has dropped 6% since last year. The other mobile telecoms retail stores scored below the industry average by 4.7%.