Cell C building. Picture: Cell C
The study analysed more than 652,000 public consumer conversations across Facebook, X and HelloPeter
Cell C has been recognised as one of South Africa’s strongest mobile operators for both customer experience and network quality in the 2026 SA Telecoms Customer Experience Index, compiled by data science company DataEQ.
The study analysed more than 652,000 public consumer conversations across Facebook, X and HelloPeter between October 2025 and March 2026.
Net Sentiment
On network quality, Cell C was the only operator to achieve a positive Net Sentiment score, recording +45%. All other major networks fell into negative territory, with some as low as –94%.
The report linked Cell C’s performance to reliable connectivity in areas where customers reported competitors underperforming, reflecting its focus on network reliability.
Cell C also ranked among the leaders on overall customer experience. It was one of only two operators to post a positive Operational Customer Experience Net Sentiment score, at +11%, against an industry average of –8%.
Customers
Customers cited coverage, dependable data and value as key drivers. On data specifically, Cell C scored +12%, with fewer complaints about bundle depletion or data crediting compared to rivals.
The index also identified areas where Cell C faces challenges. Customer service resolution times and account administration were flagged as priorities for improvement.
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Investment
The company has acknowledged these findings, saying they will inform service investment decisions.
“Our customers have always been our greatest source of insight and accountability,” said Melanie Forbes, Chief Marketing Officer of Cell C.
“Being recognised for both customer experience and network quality tells us that customers are seeing the impact of the work being done to consistently improve reliability, consistency and value. We also take seriously what this data tells us about where customers still expect more from us, particularly in how quickly and effectively we resolve their queries. That is where our focus turns next.”
The SA Telecoms Customer Experience Index: Network Providers 2026 covered Cell C, MTN, rain, Telkom and Vodacom, drawing on more than 650,000 consumer mentions to benchmark sentiment across the industry.
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