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How South Africa ranks for customer service
How South Africa ranks for customer service

How South Africa ranks for customer service

SERVICES NEWS - Jul 25th, 09:08

A new study conducted by financial services firm, KPMG ranks South Africa 22nd, out of 25 countries when it comes to retail customer experience in the mobile phone sector. 

The country sits only ahead of Nigeria and Brazil, and behind countries like Kenya, Mexico and India.

The study: In Search of a Better Customer Experience was conducted across 25 countries and 106 mobile providers to identify better practices and trends in the prepaid mobile market.

Through over 850 store visits, 750 calls to contact centres, 1,400 SIM purchases and over 500 top-ups completed, KPMG member firms were able to compare experiences to gain a comprehensive global view.

According to KPMG, with prepaid mobile use having the highest penetration in many Asia Pacific countries, it is not surprising that China, Indonesia and Singapore ranked first, second and third, respectively, in the retail customer experience; 100% of the stores surveyed in these countries had a concierge service.

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