SOUTH Africa’s telecommunications industry continued to lag behind other industries such as banking, insurance and retail, with a negative net sentiment score of -18.8%, according to research.
The annual South African Telecommunications Sentiment Index, released yesterday by PricewaterhouseCoopers (PwC) South Africa in collaboration with DataEQ, showed the telecommunications industry continues to face significant challenges in consumer sentiment.
The index was compiled from social media data and reflects the net sentiment score of local consumers toward their telecommunications service providers.
Operational sentiment was said to be negative across the board, signalling an industry-wide issue with crucial business activities such as customer service and network availability.
Elmo Hildebrand, PwC Africa tele- communications leader, said while complaints over network quality were often impacted by external factors such as load shedding, a significant share…