{"id":6511,"date":"2012-02-22T11:25:51","date_gmt":"2012-02-22T11:25:51","guid":{"rendered":"http:\/\/businesstech.co.za\/news\/?p=6511"},"modified":"2012-02-22T11:29:09","modified_gmt":"2012-02-22T11:29:09","slug":"sa-telecoms-the-best-and-worst-operators","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/telecommunications\/6511\/sa-telecoms-the-best-and-worst-operators\/","title":{"rendered":"SA telecoms: the best and worst operators"},"content":{"rendered":"

HelloPeter.com, a website allowing users to provide positive or negative feedback about companies, yields some interesting insight into the satisfaction rate among customers of South African Telecoms providers.<\/p>\n

The site has a list of most complimented and most complained about companies. Telkom<\/a> occupies the top spot as the ‘most complained about company who doesn\u2019t respond’, though this does not tell the whole story.<\/p>\n

Companies who have the ability to respond pay an annual subscription fee to HelloPeter. Paying this fee not only allows one to respond, but ensures that they won\u2019t feature on the “most complained about” companies.<\/p>\n

A more accurate measure would be to compare the amount of compliments versus the amount of complaints received by a company on HelloPeter. The table below lists the complaints\/compliments ratio of Telecoms companies:<\/p>\n

\n\n\n\n\n\n\n\n\n\n\n\n
Compliments\/Compliments Ratio (larger is better)<\/strong><\/span><\/td>\n<\/tr>\n
<\/td>\nComplaints<\/strong><\/td>\nCompliments<\/strong><\/td>\nCompliments\/Complaints Ratio (%)<\/strong><\/td>\n<\/tr>\n
Neotel<\/td>\n546<\/td>\n272<\/td>\n49.8<\/td>\n<\/tr>\n
8ta<\/td>\n1333<\/td>\n195<\/td>\n14.6<\/td>\n<\/tr>\n
MTN<\/td>\n8355<\/td>\n1139<\/td>\n13.6<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n1985<\/td>\n261<\/td>\n13.2<\/td>\n<\/tr>\n
Vodacom<\/td>\n11140<\/td>\n1384<\/td>\n12.4<\/td>\n<\/tr>\n
iBurst<\/td>\n294<\/td>\n28<\/td>\n9.5<\/td>\n<\/tr>\n
Cell C<\/td>\n10958<\/td>\n833<\/td>\n7.6<\/td>\n<\/tr>\n
Telkom<\/td>\n2550<\/td>\n191<\/td>\n7.5<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n

As we can see from the table, the three big mobile operators have far more complaints than Telkom. However they also have more compliments, which means all of these companies have a much better satisfaction ratio than Telkom, who finds itself at the bottom of the table with the worst approval score.<\/p>\n

One needs to bear in mind that HelloPeter is most well known as a site where consumers can air their grievances with companies, which explains the high amount of complaints versus compliments.<\/p>\n

Another measure of a company\u2019s approval rating is to take the number of complaints received and compare that to the number of subscribers. The table below lists the complaints and compliments per 1,000 subscribers of the same telecoms companies:<\/p>\n

\n\n\n\n\n\n\n\n\n\n\n\n
Complaints per 1000 customers (lower is better)<\/strong><\/span><\/td>\n<\/tr>\n
<\/td>\nComplaints<\/strong><\/td>\nCustomers<\/strong><\/td>\nComplaints\/1000 Customers<\/strong><\/td>\n<\/tr>\n
Neotel<\/td>\n546<\/td>\n70,000<\/td>\n7.8<\/td>\n<\/tr>\n
Virgin Mobile<\/td>\n1985<\/td>\n300,000<\/td>\n6.6<\/td>\n<\/tr>\n
iBurst<\/td>\n294<\/td>\n70,000<\/td>\n4.2<\/td>\n<\/tr>\n
Cell C<\/td>\n10958<\/td>\n7,000,000<\/td>\n1.6<\/td>\n<\/tr>\n
8ta<\/td>\n1333<\/td>\n1,140,289<\/td>\n1.2<\/td>\n<\/tr>\n
Telkom<\/td>\n2550<\/td>\n4,200,000<\/td>\n0.6<\/td>\n<\/tr>\n
MTN<\/td>\n8355<\/td>\n20,968,000<\/td>\n0.38<\/td>\n<\/tr>\n
Vodacom<\/td>\n11140<\/td>\n32,000,000<\/td>\n0.35<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n

It is interesting to note that Neotel<\/a> has gone from having the highest complaints\/compliments ratio, to the highest number of complaints per 1000 subscribers.<\/p>\n","protected":false},"excerpt":{"rendered":"

Analysis of HelloPeter feedback gives insight into which Telecoms operators are rated best and worst<\/p>\n","protected":false},"author":20,"featured_media":6512,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21],"tags":[407,25,42,75,28,261,65,77,27],"class_list":["post-6511","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecommunications","tag-8ta","tag-active","tag-cell-c","tag-iburst","tag-mtn","tag-neotel","tag-telkom","tag-virgin-mobile","tag-vodacom"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/6511","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\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=6511"}],"version-history":[{"count":4,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/6511\/revisions"}],"predecessor-version":[{"id":6514,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/6511\/revisions\/6514"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/6512"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=6511"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=6511"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=6511"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}