Connecting the dots: Unveiling the dynamics of consumer switching in South Africa’s telco industry.

The telecommunications (Telco) industry is constantly evolving, with consumers continually seeking the best mobile service providers to meet their changing needs. KLA, a consumer insights company, undertook a study utilising the YourView tool, to delve deeper into understanding consumer switching behaviour in the realm of Telco services.

The main factors influencing mobile providers’ decisions to switch were quality, value, and coverage along with customer service and support, all of which increase overall satisfaction levels.1

Reasons for switching behaviour in the telco sector

Quality