{"id":35247,"date":"2013-04-10T13:09:17","date_gmt":"2013-04-10T11:09:17","guid":{"rendered":"http:\/\/businesstech.co.za\/news\/?p=35247"},"modified":"2013-04-11T08:57:24","modified_gmt":"2013-04-11T06:57:24","slug":"most-satisfied-mobile-customers-revealed","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/mobile\/35247\/most-satisfied-mobile-customers-revealed\/","title":{"rendered":"Most satisfied mobile customers revealed"},"content":{"rendered":"

New research from the South African Customer Satisfaction Index (SAcsi<\/a>) finds that\u00a0Vodacom<\/a> and MTN<\/a> lead the mobile telecoms retail stores industry in terms of customer satisfaction.<\/p>\n

Customers gave the mobile telecoms retail stores industry an average satisfaction score of 74.8 out of 100, against which Vodacom scored 4.1% higher and MTN scored 1.7% higher.<\/p>\n

SAcsi is a national economic indicator of customer satisfaction in the quality of products and\u00a0services available to household consumers in South Africa.<\/p>\n

When comparing the SAcsi results in mobile networks, Vodacom achieved on-par with the industry, but now shows a marginal lead on MTN in the mobile telecoms retail report,\u00a0SAcsi said.<\/p>\n

\n\n\n\n\n\n\n\n\n
Company<\/strong><\/td>\nSatisfaction score <\/strong>(out of 100)
\n<\/strong><\/td>\n		% from average
\n<\/strong><\/td>\n<\/tr>\n
Industry average<\/td>\n74.8<\/td>\n–<\/td>\n<\/tr>\n
Vodacom<\/td>\n78.9<\/td>\n4.1<\/td>\n<\/tr>\n
MTN<\/td>\n76.5<\/td>\n1.7<\/td>\n<\/tr>\n
Cell C<\/td>\n74.8<\/td>\n0.0<\/td>\n<\/tr>\n
Telkom Direct<\/td>\n68.2<\/td>\n-6.6<\/td>\n<\/tr>\n
Altech Autopage<\/td>\n62.0<\/td>\n-12.8<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n

Along with Vodacom and MTN, SAcsi measured Altech Autopage Cellular<\/a>, Cell C<\/a>, and Telkom Direct<\/a>, all of which were selected by market share.<\/p>\n

Cell C scored on par with the\u00a0industry average, while Telkom Direct and Altech Autopage Cellular both scored below par\u00a0at 6.6% and 12.8% below industry average, respectively.<\/p>\n

SAcsi said it holds a licence with the American Customer Satisfaction Index (ACSI), and now forms part of a growing number of ACSI licensed partner countries worldwide.<\/p>\n

The body found that South Africa\u2019s mobile telecoms retail stores industry ranked third out of the countries measured under the ACSI global licence programme.<\/p>\n

The international benchmark in mobile telecoms retail stores is the UK with a customer satisfaction score of 78.0 out of 100. South\u00a0Africa outranked South Korea and Singapore, but lagged marginally behind the USA.<\/p>\n

SAcsi founder and CEO, and an expert in customer satisfaction, Professor Adr\u00e9 Schreuder<\/a> said:\u00a0“The industry model for mobile retail can predict the outcome of changes in customer loyalty with 77.8% accuracy.”<\/p>\n

The model combines three drivers of customer satisfaction: customer expectations, perceived quality and perceived value.<\/p>\n

The calculated customer satisfaction index is statistically linked to two outcomes, i.e. customer complaints, and customer loyalty.<\/p>\n

More on Vodacom and MTN<\/h3>\n

SA telcos still a winner: analyst<\/strong><\/a>
\n<\/strong><\/p>\n

Who has the best mobile broadband services in SA?<\/a><\/strong><\/p>\n

25% market share achievable: Knott-Craig<\/strong><\/a>
\n<\/b><\/p>\n

MTN and Naspers lead in emerging markets<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

New research finds which South African mobile operator leads in terms of customer satisfaction at retail.<\/p>\n","protected":false},"author":10,"featured_media":35468,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[34],"tags":[1926,42,26,28,5562,5563,27],"class_list":["post-35247","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-mobile","tag-altech-autopage-cellular","tag-cell-c","tag-headline","tag-mtn","tag-sacsi","tag-telkom-direct","tag-vodacom"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/35247","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=35247"}],"version-history":[{"count":17,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/35247\/revisions"}],"predecessor-version":[{"id":35258,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/35247\/revisions\/35258"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/35468"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=35247"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=35247"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=35247"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}