Johannesburg, 2 September 2025 – Vodacom South Africa has reaffirmed its leadership in customer service excellence after being named Mobile Operator Industry Winner at the 2025/26 Ask Afrika Orange Index Awards. This prestigious accolade cements Vodacom’s reputation as a customer-centric brand committed to delivering meaningful and inclusive experiences for millions of South Africans.
“This recognition validates our relentless commitment to putting customers at the centre of everything we do,” said Sitho Mdlalose, CEO of Vodacom South Africa. “It is a proud moment for our teams whose tireless work ensures that every interaction helps connect our customers to a better future.”
A Benchmark in Customer Experience
Launched in 2001, the Ask Afrika Orange Index is South Africa’s most extensive customer experience benchmark. It evaluates over 200 brands across 26 industries, drawing insights from more than 46,000 consumer interviews. The research is independently audited, making it one of the most trusted indicators of CX excellence in the country.
Telecommunications has historically faced some of the toughest CX challenges, with studies like PwC’s South African Telecommunications Sentiment Index pointing to common frustrations such as poor feedback loops and inefficient call centre resolutions. Against this backdrop, Vodacom’s recognition marks a significant achievement.
Innovation Driving Service Excellence
Vodacom has invested heavily in tools, processes, and platforms to simplify customer journeys and resolve pain points. Highlights include:
- TOBi, the AI chatbot – handling a significant share of queries while freeing up human agents to manage complex issues.
- VodaPay one-app strategy – integrating mobile and fintech services into a seamless digital hub with VodaBucks rewards.
- Inclusive customer care – the first call centre in South Africa designed for people with disabilities, including South African Sign Language users.
- Design thinking and process simplification – ensuring customer concerns are not only heard but acted on effectively.
Putting People First
“Wherever our customers are in Mzansi, we are intentional about making life simpler and removing friction,” added Mdlalose. “Our promise is to get it right the first time, every time – because when we connect, extraordinary happens.”
By prioritising customer voices and innovating across its service channels, Vodacom is setting a new standard in telecommunications. Its recognition as Customer Experience Champion highlights how the brand is not only building a stronger network but also fostering trust, inclusion, and loyalty across South Africa.
