subscribe: Daily Newsletter

 

SA cellular users ready to switch

4 comments
SA cellular users ready to switch

While South African users are increasingly dependent on their cell phones, they are becoming more frustrated with the service they receive from the network suppliers

South African networks currently host about 62 308 289 subscribers – more SIM cards than people – and it’s not news that South Africans are becoming increasingly dependent on their mobile phones as a primary form of communication.

“As mobile evolves, so do South Africans wants and needs, with currently about 80% of South Africans actively downloading apps, ringtones and wallpapers. Research from InMobi shows that South Africans see mobile, 53%, as a more important method of paying bills and recharging, especially when compared to a PC, 30%,” says Daryn Smith, marketing manager for InMobi, Africa.

Yet a staggering amount of subscribers are unhappy. In fact, 70% are frustrated over issues like limited data coverage, high prices, hidden charges and dropped calls.

When asked why they would switch network, the number one reason cited was for better data network coverage and better data on the same network with friends and family.

Better customer service is also high on the switch agenda for South African subscribers.

That said, only 43% of subscribers are happy to stay with their current service providers, with 46% ready to jump the fence if the right offer comes along, and 11% of South Africans actively looking to change from their current provider.

Topping the list of what attracts people from one network to another is bonus free data and talk time, with the majority of consumers wanting more free minutes.

So how do network operators keep up to make sure they can give consumers what they want, to a point? Like any good mobile strategy, innovation is the basic ingredient and reaching consumers through key channels to offer them choice is crucial to maintaining a loyal customer base. Channels such as mobile advertising play an important role in raising awareness and influencing purchase decisions, particularly when the sphere of influence is solely mobile.

“It’s really all about value for money, and how packages differentiate themselves. Offering new systems like coupons and instant discounts are good ways of boosting subscriber numbers, and bring something new to the table,” says Smith.

 

  • Irritated_Mobile_User

    The level of arrogance from networks is mind-blowing. Customers are being ripped off with little or no choice. Costs are bordering on racketeering – with no viable alternative.

  • Jason

    I’ve been satisfied with my network choice, but if a better deal from other networks come along, i’ll change over. You need a reliable, cost effective network especially with the growing amount of smart phone users.

  • I am sure the network being discussed above is Vodacom. My MTN clients are not complaining. but our Vodacom voice and 3G clients have been up in arms for months now. Something really has to be done about the terrible service, and I myself am considering moving over to MTN. At least on MTN you can make a call if and when you want to!

  • Alan

    @Deric. Don’t be so sure the network is Vodacom. My MTN data rate in my office (Arcadia, Pretoria) is suddenly worse than a dial-up modem used to be???? On the other hand, I’ve not had much trouble with Vodacom. To be quite honest, I think there are a lot of cheap cellphones out there that aren’t up to smartphone standards. Users who get such a phone may have problems with advanced features and then blame their problems on the networks. But then again, the networks are pushing these budget options in order to improve their market share! Let’s face it though, talking of dial up modems, when it comes to data, things are a lot better and hopefully the trend will continue. Overseas speeds are still not what they should be. But what about after sales service? Anyone had problems having their cellphones repaired? I have and have had huge problems with some makes and excellent service from others – but I think you have to drive to Midrand to get the latter. Costs are still too high and giving away “free” handsets with contracts tends to mask the extent of this problem. PS. Don’t take your data card overseas – unless you want to have a heart attack… costs are out of this world. Can anyone explain this? I mean its all done through the Internet right?