DataEQ and Deloitte have published its South African Telecommunications Sentiment Index, revealing how consumers feel about the country’s major telcos.
DataEQ and Deloitte have published the latest African Telecommunications Sentiment Index, revealing how South African consumers feel about the country’s major telcos.
The net index score is determined by subtracting negative sentiment from positive sentiment. While there was some improvement compared to 2021, overall the telco industry still recorded a considerably lower net sentiment score when compared to the banking, insurance, and food retail industries. The biggest improvement in both reputational and operational sentiment came from Telkom, which saw the partly state-owned telco climb the rankings to share second place with Vodacom.
The biggest driver of complaints was affordability, particularly in relation to data. Despite their improvement in pricing sentiment, Vodacom saw a relatively high proportion of affordability complaints. In line with previous index findings, negative conversation about data pricing often coincided with network complaints, suggesting increased prices upped customer expectationsDataEQ managing director, Melanie Malherbe, notes that much of the progress relied on telcos’ reputational efforts.
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