Zuko Komisa
- Every single South African Internet Service Provider (ISP) has recorded negative operational customer sentiment.
- Rising billing errors, failed cancellation requests, and prolonged outage delays are driving consumer frustration.
- Implementing artificial intelligence (AI) could successfully resolve nearly a third of all ISP queries upon first contact.
South African internet users are experiencing widespread frustration, with every major internet service provider (ISP) in the country currently recording negative operational sentiment.
An in-depth study by customer experience analysts DataEQ examined over 79,000 consumer complaints across Facebook, X (formerly Twitter), and Hellopeter.
The findings highlight a systemic failure in the industry’s customer care channels.
Kaya Biz with Gugulethu Mfuphi spoke to DataEQ Managing Director Sarah Lamb, who shared how traditional customer support channels are failing to cope with a rising tide of billing errors and unresolved cancellation requests.
When network outages occur, poor communication and slow response times frequently turn minor technical hitches into multi-week grievances.
However, the analysis suggests that technology could offer a viable path forward.
By integrating artificial intelligence (AI) into customer service workflows, ISPs could automatically resolve approximately 30% of customer issues during their very first contact.
Regarding the industry’s reliance on ineffective, traditional response systems, Lamb noted:
“Campaigns have been incredibly effective in generating positive sentiment, but they are not a substitute for addressing operational issues. While they create a temporary uplift, customer frustrations particularly regarding service quality resurface when the promotional spotlight dims.”
Listen to the full conversation here:
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