HelloPeter has become South Africa’s most popular destination for consumers wanting to lodge complaints about companies from which they received poor service.
According to the HelloPeter website 42,895 complaints were lodged by South African consumers over the last 90 days, bearing testimony to the popularity of the consumer website.
Unsurprisingly complaints significantly outnumber compliments, but to try to establish an objective measure of the service levels of a company HelloPeter provides visitors with league tables which include a compliments/complaints ratio.
This ratio indicates which percentage of feedback received is positive, giving a loose indication of the service levels of a company.
The following table provides an overview of the compliments/complaints ratio of South Africa’s
telecoms operators over the last twelve months.
| Compliments/Compliments Ratio (larger is better) | |||
| Complaints | Compliments | Compliments/Complaints Ratio (%) | |
| Virgin Mobile | 2341 | 318 | 13.6 |
| Neotel | 583 | 79 | 13.6 |
| Vodacom | 7494 | 1002 | 13.4 |
| Cell C | 5960 | 667 | 11.2 |
| MTN | 7668 | 756 | 9.9 |
| Telkom | 1733 | 161 | 9.3 |
| iBurst | 487 | 19 | 3.9 |
While a compliments/complaints ratio may be a fair way to measure service levels, a better way may be to measure the number of complaints per 1,000 customers received over the last twelve months. The following table does exactly that for the country’s largest telecoms companies.
Since HelloPeter is essentially a website where people complain about poor service, it makes sense to see how many complaints a certain company received when compared to their customer base.
It should be noted that the subscriber numbers listed below is based on the last publicly available figures.
| Complaints per 1000 customers (lower is better) | |||
| Complaints | Customers | Complaints/1000 Customers | |
| Vodacom | 7494 | 25,300,000 | 0.30 |
| Telkom | 1733 | 4,300,000 | 0.40 |
| MTN | 7668 | 18,800,000 | 0.41 |
| Cell C | 5960 | 7,000,000 | 0.85 |
| iBurst | 487 | 70,000 | 6.96 |
| Virgin Mobile | 2341 | 300,000 | 7.80 |
| Neotel | 583 | 50,000 | 11.66 |
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