The Independent Communications Authority of South Africa (ICASA) presented its 2008/ 2009 Annual Report in parliament last week, identifying which service providers have received the most complaints.

According to an article on MyBroadband, ICASA processed a total of 2 155 complaints over the last year. Telkom received the largest proportion of these complaints (21%), Cell C and Vodacom came tie second (19% each), followed closely by MTN (18%).

Are these results are an accurate reflection on these service providers’ approach to customer service? Let’s use Cell C as an example: despite receiving a significant proportion of the complaints processed by ICASA, Cell C is the top rated cell phone service provider in the getclosure ratings, with an overall rating of two and a half stars (out of a total of five stars).

So what are we getting at here? In order to improve service levels, suppliers need to know when they have dropped the ball. So instead of judging them by how many complaints they have received, let’s focus on how they respond to complaints, and how satisfied their customers are with the outcome of their complaints.

Click here to read the full article on www.getclosure.co.za