For the third year running, MTN SA has scooped the number one slot in the telecommunications sector of the 2009 Orange IndexT survey, a South African customer satisfaction index compiled annually by market research specialist Ask Afrika.
Says Karel Pienaar, MD of MTN SA: "Our customers are at the very heart of our business – we exist because of them. And, although this has been a very challenging year for MTN in terms of the current economic climate, our own systems and network infrastructure upgrades, and the introduction of RICA, our customer-facing staff have not let us down.
"They are always prepared to go the extra mile, reinforcing just how important our people are to the core of our business. Their 'can do' attitude resonates in the spirit of 'Ayoba-ness', around which our summer campaign is built this year. 'Ayoba' is an expression conveying general delight or excitement and approval and, being placed first in our industry sector of the Orange Index again this year, certainly reflects the 'Ayoba-ness' in all of us.
"With regards our systems, MTN has invested billions of rands this year on improvements and upgrades to our IT systems and, while there have been some teething problems, we are now beginning to reap the rewards of our investment. We recently switched over to a single, integrated and convergent billing management system which is on a par with international best practice and which will go a long way to improving the overall customer experience for all our subscribers," says Pienaar.
"The launch of the MTN Service Charter reinforces the customer-centric approach adopted by our organisation with regards to acceptable service levels within the industry. We will adopt a zero-tolerance approach in ensuring that these service levels are achieved and maintained going forward."
He says employee engagement is high on MTN's list of values and, having attained the number one spot in the Telecommunications sector, it appears that this focus is paying off.
Eddie Moyce, GM: Customer Operations of MTN SA, explains how effective employee engagement has enabled MTN to weather the telecommunications storm this year.
"While a survey such as the Orange IndexT validates and recognises the work we are doing in the area of customer service, it is also an important indicator of where we are positioned compared to other industries – and we still have some way to go," he says. "While I am delighted with our position within our own industry, overall we have dropped 10 positions to 20th. This gives us a useful barometer to measure how much we can still improve our service to our customers."