Cell C has come out on top for customer service, winning the Overall Telecommunications Industry Award at the 2020/2021 Ask Afrika Orange Index Awards. This is the third time that Cell C has been honoured with the accolade.
“We are honoured that our customers continue to acknowledge our efforts to enable change and meet their ever-changing needs. Our network strategy is seeing our network quality steadily improve giving customers further reason to choose Cell C for their connectivity needs.”Andre Ittmann, Chief Operating Officer, Cell C
The Ask Afrika Orange Index is in its 20th year and ranks more than 200 companies across 31 industries. Speaking at the awards event, Ask Afrika founder and CEO Andrea Rademeyer said that the social context to service expectations and customer experience has undergone a fundamental shift in the past two decades.
During Covid businesses have been at the forefront of designing ways to continue to provide service to customers, while prioritising employee needs.
“It has been fascinating to observe just how creative businesses have become in order to bridge this gap, in many ways servicing a newly digitised customer seemingly overnight.”Andrea Rademeyer, Founder and CEO, Ask Afrika
Ask Afrika anticipates that increasingly, customer experience experts will have to innovate around techniques of communicating live product data and contracting in customer-friendly way. Customer experience will shift from platform mobility to content which means that customer experience will be the tipping point of trust between customers and business.
The Ask Afrika win for Cell C comes off the back of another industry survey – South African Customer Satisfaction Index (SA-cs) for Mobile Telecommunications Services – that saw Cell C being recognised as a leader in the industry for overall customer satisfaction and perceived value, alongside FNB Connect.
“Cell C is evolving from a traditional telco to a tech company, but our customer-centric focus remains core to this transition. We are innovating products and services to be responsive to consumer’s digital lifestyles as we continue to be at the forefront of providing the best customer experience in the competitive telecommunications sector.”Andre Ittmann, Chief Operating Officer, Cell C