South African Telecoms Sentiment Index
2024
Key metrics
9.2%
Best Net Sentiment: rain
-18.8%
Industry Net Sentiment
-87.7%
Industry customer service Net Sentiment
For the second year in a row, PwC in collaboration with DataEQ, has benchmarked consumer sentiment on social media towards South Africa’s major telco operators.
Having tracked over 1.6 million social media posts about Cell C, MTN, rain, Telkom and Vodacom from 1 January 2023 to December 2023, this year’s index saw the industry average Net Sentiment drop by 4.8 percentage points. Find out where consumer expectations are being met and where they are falling short.
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