--- title: How rain became SA's most loved telecoms provider description: "Discover how rain transformed customer sentiment to become South Africa’s #1 network provider, driven by data-led insights and service excellence" image: https://dataeq.com/hubfs/rain_logo_centered_new%20%281%29.png --- [Skip to content](https://dataeq.com/resources/case-studies/how-rain-became-sas-most-loved-network-provider#main-content) [![DataEQ Logo](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png?width=120&height=43&name=DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png)](https://dataeq.com/) - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - [Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Open main navigation Close main navigation - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - [Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Request a demo [All posts](https://dataeq.com/resources/case-studies/all) 17 September, 2025 # How rain became SA's most loved telecoms provider   South African telecommunications company, rain, is known for its innovative approach to mobile data and internet services. The company’s strategy focuses on simplicity and flexibility, offering customers unlimited data options without contractual constraints. Since 2021, rain has been on a company-wide mission to deliver superior products, networks, and support to customers. To support this mission, rain enlisted data-as-a-service provider, DataEQ, for real-time insights that would guide strategic improvements in customer sentiment. As a result, rain saw a drastic improvement in public sentiment from 2020 to 2024. This case study unpacks how they achieved this.   ![dataeq-rain-case-study-quote-1](https://dataeq.com/hs-fs/hubfs/dataeq-rain-case-study-quote-1.png?width=3382&height=792&name=dataeq-rain-case-study-quote-1.png)   The Challenge In 2020, despite deploying over 2000 sites to expand its network, the new incumbent faced challenges with the huge influx of interested customers, and was perceived more negatively when compared to other operators like MTN, Telkom and Vodacom. ## The Solution Armed with real-time data and DataEQ’s Analyse tool, rain was able to transform customer feedback into strategic change across the business, significantly impacting customer satisfaction.   ![rain-quote-ceo-2](https://dataeq.com/hs-fs/hubfs/rain-quote-ceo-2.png?width=2768&height=765&name=rain-quote-ceo-2.png) Key actions included: - Launching new products tailored to customer needs - Building their own customer service platform - Empowering every member of the support team using DataEQ tools - Enhancing customer service responsiveness through the Engage tool - Encouraging positive reviews via platforms such as Hellopeter ## ![dataeq-rain-case-study-quote-2](https://dataeq.com/hs-fs/hubfs/dataeq-rain-case-study-quote-2.png?width=3382&height=792&name=dataeq-rain-case-study-quote-2.png) ## The Results ![rain case study sentiment improvement graph](https://dataeq.com/hs-fs/hubfs/rain%20case%20study%20sentiment%20improvement%20graph.png?width=427&height=441&name=rain%20case%20study%20sentiment%20improvement%20graph.png) By 2024, rain was the top performing network provider, achieving a notably higher Net Sentiment score that was 24pp higher than the rest of the Telecoms Industry average. While other telcos and ISPs began to show modest improvements, rain remained the clear leader, continuing to generate a higher proportion of positive online feedback relative to complaints. Both Operational and Reputational Net Sentiment improved significantly: ![rain case study reputational vs operational improvements](https://dataeq.com/hs-fs/hubfs/rain%20case%20study%20reputational%20vs%20operational%20improvements.png?width=496&height=152&name=rain%20case%20study%20reputational%20vs%20operational%20improvements.png) ### Staff praise drives positivity for rain By 2024, staff compliments drove 50% of all operational praise and rain led the industry with customer service sentiment.   ![dataeq-rain-case-study-quote-3](https://dataeq.com/hs-fs/hubfs/dataeq-rain-case-study-quote-3.png?width=3382&height=792&name=dataeq-rain-case-study-quote-3.png)   Label your data with confidence and safety ![ISO IEC 270012022 Logo-1](https://dataeq.com/hubfs/ISO%20IEC%20270012022%20Logo-1.png) ![gdpr-logo](https://dataeq.com/hubfs/gdpr-logo.svg) ![popia-logo](https://dataeq.com/hubfs/popia-logo.svg) ![pdpl-logo](https://dataeq.com/hubfs/pdpl-logo.svg) ***About us*** [Our company](https://dataeq.com/about-us) [Contact us](https://dataeq.com/contact-us) ***More info*** [Careers](https://dataeq.com/careers) [News](https://dataeq.com/resources/news) ***Privacy*** [Privacy policy](https://dataeq.com/privacy) [Privacy policy UK](https://dataeq.com/privacy-uk) [Terms & conditions](https://dataeq.com/terms-and-conditions) ***Let's connect*** [contact@dataeq.com](mailto:contact@dataeq.com) ***Login*** [Analyse](https://analyse.dataeq.com/api/login) [Engage](https://engage.dataeq.com/) [![DataEQ\_Logo\_FOR USE ON LIGHT BACKGROUND.png (1)-1](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png?width=100&height=35&name=DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png "DataEQ_Logo_FOR USE ON LIGHT BACKGROUND.png (1)-1")](https://dataeq.com/) Copyright © 2026, DataEQ ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "DataEQ", "url" : "https://dataeq.com/resources/case-studies/author/dataeq" }, "dateModified" : "2026-01-28T13:11:44.123Z", "datePublished" : "2025-09-17T12:00:00.000Z", "headline" : "How rain became SA's most loved telecoms provider", "mainEntityOfPage" : { "@id" : "https://dataeq.com/resources/case-studies/how-rain-became-sas-most-loved-network-provider", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://dataeq.com/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png" }, "name" : "DataEQ Consulting" } } ``` ```json { "@context" : "http://schema.org", "@type" : "Article", "author" : { "@type" : "Person", "name" : [ "DataEQ" ] }, "datePublished" : "2025-09-17T12:00:00+0000", "description" : "Discover how rain transformed customer sentiment to become South Africa’s #1 network provider, driven by data-led insights and service excellence", "headline" : "How rain became SA's most loved telecoms provider", "image" : "https://dataeq.com/hubfs/rain_logo_centered_new%20%281%29.png", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://dataeq.com/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png" }, "name" : "DataEQ" }, "url" : "https://dataeq.com/resources/case-studies/how-rain-became-sas-most-loved-network-provider" } ```