MTN vows to become SA's most loved network again

Johannesburg - “We were the best and we can do it again,” was MTN South Africa CEO Godfrey Motsa's response to the network getting the thumbs-down from South African consumers in a survey. 

In an exclusive interview with Fin24, Motsa said that the network - ranked the country's least favourite in the annual SA Consumer Satisfaction Index Survey (SAcsi) by managing consultancy Consulta - has been heavily investing in network infrastructure. 

“The most import thing about the survey is we are going to fix that. We know what to do and we have the will to become the country’s most loved network,” he said. 

Motsa was speaking at an event in Johannesburg, where the network announced it would cut out-of-bundle rates for customers who use less than 5MB per month to 29 cents per MB in its Steppa tariff. Users who consume more than 5MB will now be charged 60 cents out-of-bundle. 

MTN users will also now be able to purchase a one-week 1GB bundle for R50, through its cellphone app. 

But Motsa told Fin24 the company has ambitions to reduce data costs even further. 

“When government releases more spectrum, you will get gigabyte bundles at the cost of megabytes,” he said. 

The SAcsi survey showed on Thursday that customers are most happy with Vodacom and least satisfied with MTN.

Research concluded that MTN’s score declined from 75.8 to 74.2 points, a 1.6-point drop compared to 2016 and well below its 2015 level of 75.6; it was the lowest in the index.  

With an overall SAcsi score of 79.2, Vodacom was 0.3 points ahead of its 2016 score of 78.9, and surpassed the 2017 industry average of 77.2. 

Telkom Mobile ranked second overall with a 3.9 point jump to 76.8, followed by Cell C, which scored 76.7 (up 1.6 points from 2016).

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