Cell C leads South Africa in network quality

Cell C has been recognised among South Africa's top-performing mobile network operators for customer experience and network quality in the 2026 SA Telecoms Customer Experience Index, an independent study by data science company DataEQ

The index analysed more than 652,000 public customer conversations posted on Facebook, X and HelloPeter between October 2025 and March 2026. Rather than relying on surveys or panels, the study measures customer sentiment based on publicly shared experiences with mobile network providers.

The report comes at a time when South Africa's telecommunications sector has faced growing customer frustration over network outages, billing issues and unresolved service requests. Against this backdrop, Cell C emerged as one of the strongest performers in both customer experience and network quality.

Strongest performer for network quality

Cell C achieved the highest network quality rating in the study, recording a Net Sentiment score of +45%. It was the only major mobile operator to receive a positive score in this category, while all other leading providers recorded negative results.

According to the report, positive customer sentiment was largely driven by reliable network connectivity, particularly in areas where users believed competing operators were underperforming. The findings also reflect Cell C's asset-light operating model, which prioritises investment in network performance and customer reliability.

The company's Escape the City, Not the Signal campaign also contributed to positive engagement by encouraging customers in rural and remote communities to share their connectivity experiences, highlighting dependable coverage beyond major urban centres.

Customer experience outperforms industry average

Cell C was also one of only two operators to achieve a positive Operational Customer Experience Net Sentiment score, recording +11%, compared with the industry average of -8%.

The report attributes this performance to positive customer perceptions of network coverage, data reliability and overall value for money.

In the area of mobile data services, Cell C recorded a +12% sentiment score, with customers praising the consistency and predictability of its data offerings. The report also found fewer complaints relating to data bundle depletion or missing data allocations compared with the wider industry.

The company additionally received positive feedback for its digital customer channels, including self-service options and promotions available through the Cell C App. Continued investment in digital platforms forms part of Cell C's broader strategy to improve customer experience.

Areas for further improvement

While recognising Cell C's strengths, the report also identified opportunities for improvement, particularly around customer service resolution times and account administration. The company said these findings will help shape future investment priorities alongside its continued focus on network reliability and customer value.

"Our customers have always been our greatest source of insight and accountability," said Melanie Forbes, chief marketing officer of Cell C. "This recognition is meaningful because it reflects the voices and experiences of the people we serve. 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.

"Connectivity is not simply about staying online. It is about helping people access opportunities, building businesses, learning new skills and staying connected to their communities. As a brand that strives to be an ally to our customers, we remain focused on delivering the experiences that help South Africans connect to what matters most."

The recognition reinforces Cell C's ongoing efforts to enhance network reliability, strengthen customer trust and improve digital services. The company says the findings will guide future improvements across the customer journey while building on the progress already achieved in network performance and service quality.