106
Telkom
Integrated Report
2013
There was a slight increase in loyalty levels across most business segments. Across the board, more than a third of customers
were classified as Fence Sitters. This implies that there are many neutral customers who can be swayed either way.
PRODUCT RESPONSIBILITY
Residential
8•ta
Wholesale Services
Telkom Internet consumer
Telkom Internet Business
Passionate
Favourable
Fence sitters
Vulnerable
Defector
Unclassified
12(11)
23(24)
35(35)
15(15)
14(13)
2(2)
25(16)
28(30)
30(46)
9(6)
8(1)
*(*)
7(9)
30(22)
41(46)
14(15)
8(6)
1(1)
12(10)
23(27)
31(28)
18(17)
15(18)
*(0)
12(16)
29(27)
31(32)
14(14)
13(12)
*(1)
Loyalty
Significant
decline
Enterprise markets
Government sales
Large business
Medium business
Small business
Passionate
Favourable
Fence sitters
Vulnerable
Defector
Unclassified
16(14)
32(24)
42(43)
9(14)
2(4)
*
14(20)
28(23)
40(33)
13(11)
5(13)
(1)
11(17)
27(18)
38(37)
16(18)
7(18)
*(1)
21(10)
28(27)
31(33)
12(17)
8(14)
*(1)
21(10)
24(21)
34(37)
14(16)
15(15)
1(1)
Loyalty
Significant
improvement
0
20
40
60
80
100
Overall
Quality
Overall
Satisfaction
Pricing**
Products
and Service
Communication Cutomised
Solutions
Invoicing and
Billing
Account
Manager/Contact
Serivce
Delivery
Manager
Technical
Support
Ordering
Process
49
33 32 35
74 7474
49 48 50
49 48 50
46 46
53
40 41 43
56 54 57
80 78 81
69 69
72
47
42
48
47 50
2010/11
2011/12
2012/13
Significant improvement ** Top 3 Box score
Graph: top line findings, customer
satisfaction statistics
1...,98,99,100,101,102,103,104,105,106,107 109,110,111,112,113,114,115,116,117,118,...248