MTN has come out tops for customer satisfaction in the telecommunications industry, according to the 2007 Orange Index on customer service.
The survey, conducted by Ask Africa, finds that the cellular company is taking customer service seriously.
However, overall satisfaction with customer service in the telecommunications industry wasn't particularly good. Winner of the sector MTN scored a modest 57,98% rating and was ranked 46 in whole survey.
Competitor Telkom, on the other hand, scored just 39,89% and was ranked 66 overall.
Tim Lowry, MD of MTN SA, says the company's business model pivots around customers and their changing needs.
“The MTN SA Call Centre facilitates communication between MTN and its customers and allows us to understand their changing needs, monitor our performance and make improvements," he says.
"While adapting to the changing needs of our customers creates new opportunities for growth, which leads to technological innovations and data evolution.”
MTN SA is working on improving the customer service experience and has a large scale investment plan currently in place that will address tangible or technical issues to improve the customer experience such as network coverage and quality.
The company will also be implementing a strategy that aims to address service requirements at a more emotional and cognitive level and strives to make the customer experience more satisfying. The strategy will create a consistent service throughout all MTN touch points.