SA’s most engaging mobile operator
New data from social media analyst firm, ZASocial Media, reveals which of South Africa’s mobile operators getting fan engagement right on Facebook.
According to the firm’s data, which tracked user engagement with the operators between September 11 and October 12 of this year, MTN is the most engaging service provider on the Facebook platform.
With over 166,000 fans, MTN comes second to SA’s largest movile operator, Vodacom (307,000 fans) when it comes to the sheer number of users “subscribing” to its Facebook feed – but tops SA’s number 1 by having more than double the likes, shares and comments on its posted content.
This results in MTN having an engagement rate of 5.7% with its Facebook fans, versus Vodacom’s 1.7%
While significantly smaller than the big operators, with just over 45,500 fans, Telkom Mobile is the second most engaging operator on Facebook, with an engagement rate of 3.2%.
While all the other operators reach their users through the posting of “general content” – which includes random factoids or non-brand-specific posts – Telkom Mobile’s most engaging content is found through its promotional content.
| Operator | Facebook Fans |
“People talking about this” |
Engagement |
| MTN | 166,711 | 9,607 | 5.7% |
| Telkom Mobile | 45,589 | 1,467 | 3.2% |
| Vodacom | 307,196 | 5,384 | 1.7% |
| Cell C | 76,805 | 1,073 | 1.3% |
MNO content performance
Customer service response rates
When it comes to dealing with customer complaints on Facebook, all the operators covered in the study respond to the vast majority of complaints within 3 hours of them being posted.
According to ZASocial Media, Vodacom is the most efficient at dealing with customer feedback, dealing with 97.2% of customer requests within 3 hours of posting. Only 0.2% of these posts don’t get a response.
MTN deals with the lowest amount (95.1%) of customer comments within 3 hours – but Cell C is the worst offender at not responding at all, with 0.8% of Facebook posts not getting a response.
| Operator | 0-3 hour response rate |
No response |
| Vodacom | 97.2% | 0.2% |
| Telkom Mobile | 95.9% | 0.3% |
| Cell C | 95.4% | 0.8% |
| MTN | 95.1% | 0.2% |
More on SA mobile operators
Mobile subscribers in SA: who’s eating whose lunch?
MTN continues to lose SA subscribers
Telkom’s modest mobile numbers
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