The 2019 Ask Afrika Orange Index Awards were held recently and Cell C walked away with top honours.
The telco won the Overall Telecommunications Industry Award for customer service for the second year running.
The Ask Afrika Orange Index has been running for 18 years and ranks 193 companies across 31 industries. The companies are benchmarked against customer satisfaction, emotional satisfaction and loyalty.
“We have focused on service to build brand loyalty amongst our 16 million customers over the past 12-18 months, including launching new company values in 2018 with customer centricity at the heart of what we do. This award is testament to the commitment of Cell C’s employees, and I thank them for remaining focused on servicing our customers,” said Cell C chief executive officer Douglas Craige Stevenson said of the award.
While this is a win, the most recent South African Customer Satisfaction Index (SA-csi) revealed that customer satisfaction is down across the board in the telco space.
“While mobile networks have focused on technical and infrastructural delivery and handset upgrades in terms of capturing customer loyalty, customers have indicated via the SA-csi that the seemingly softer perceptual drivers such as perceived value for money, quality of relationship and service levels and competent complaints handling are what matter most to them,” said founder of the SA-csi Professor Adré Schreuder, at the time.
However, that perception appears to be changing when it comes to Cell C. The firm was recently acknowledged as having the most positive interactions on social media in the SA Telecommunications Sentiment Index.
While Cell C has been struggling of late, we’re sure this win will go a long way to boosting morale at the firm.