South African Telecoms Sentiment Index
2023
Key metrics
-5.2%
Best Net Sentiment: MTN
-37.2%
Best operational Net Sentiment: Vodacom
-90.6%
Industry customer service Net Sentiment
For the third consecutive year, PwC in collaboration with DataEQ, has benchmarked consumer sentiment on social media towards South Africa’s major telco operators.
Having tracked over two million social media posts about Cell C, MTN, rain, Telkom and Vodacom from 1 January 2022 to December 2022, this year’s index saw the industry improve its average Net Sentiment by 17%. Despite this improvement, telecoms remained the country’s most disliked industry according to public sentiment on social media.
Report includes:
- Net Sentiment performance (overall, reputational and operational)
- Network, pricing and customer service performance
- Response rates
- Market conduct and risk
- Environmental, social and governance (ESG) influence
For more information on what factors are driving customer experience & service towards the South Africa's leading telcos – download the full report