South Africa’s best and worst mobile networks according to customers

Social media and customer insights business BrandsEye has published its South African Telecommunications Sentiment Index for 2020, gauging how consumers feel about the country’s biggest mobile networks.

The index, in partnership with Deloitte, is based on an analysis of over two million social media posts between 1 January 2020 and 31 December 2020, which are assigned sentiment scores based on their content.

Sentiment scores are either positive, negative or neutral, and measure overall satisfaction and opinion towards a brand. The data points included Twitter, Facebook, and multiple additional online sources, BrandsEye said.

Each network provider was given a ‘net sentiment’ score, which is the value left after subtracting the total
negative score from the positive score. If South Africans are more positive towards a brand than negative, the net score will be positive.

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