MTN best, Telkom and Virgin Mobile worst

The 2008 results of the Ask Afrika Orange Index survey were announced recently, rating companies according to ‘service excellence’. The survey gives a percentage score to each company gives an indication of the service levels which customers can expect from the company.

This year the survey also incorporated detailed measures of service drivers, value chain performance and loyalty.

According to this survey, the service offered by local telecoms players is worse than the service offered in other industries.

Out of the 65 companies surveyed MTN was the best performing telecoms provider with an average score of 67.24 – placing the company tenth overall.

Cell C, with a score of 65.48, was placed twentieth overall and was the second best telecoms provider. Vodacom scored 63.00 and was the third best service provider in the telecoms market.

Telkom and Virgin Mobile, with scores of 42.76 and 40.27 were placed second last and last overall, giving an indication of poor service levels provided to their customers.

Source