How MTN is making its network more customer-friendly

News24

02-07-2025

Whether it's the voice of a loved one, the lifeline of a small business, a student logging into class, or a moment of inspiration shared online—these are the everyday moments that matter to our customers. And they matter to us, too.
At MTN, we don't just deliver network services, we deliver possibilities. That's why our commitment to our customers is stronger than ever: to listen more closely, care more deeply, and make bold moves that improve the real experiences of South Africans every day.
'Our customers are the bedrock of this business,' says Cornelia van Heerden, Executive: Customer Operations, MTN SA. 'Without them, we wouldn't exist. When they speak, we pay attention, because their feedback is the most valuable insight we have. Every connection is an opportunity to serve, and every challenge is an opportunity to show up better.'
This renewed promise isn't just talk—it's being lived out in our stores, our call centres, and in the way our teams show up across the country. From leadership to frontline staff, we're stepping into our customers' shoes. Listening, learning, and acting to make their experience smoother, faster and more human.
'We've heard what matters to our customers,' says van Heerden. 'Whether it's convenience, coverage or care—we're moving intentionally to deliver consistently, and visibly.'
And that promise is already coming to life in ways our customers can feel:
A quicker, safer way to prove it's really you: We've added face-scanning technology in-store to help protect our customers from identity fraud. It's faster, safer, and means less paperwork when you need help or want to make changes to your account.
An easier-to-use app: From improving the bundle purchase journey, to making it easier to track usage and manage your account, we've been listening.
Connectivity you can find: Whether it's finding ways to stay online during loadshedding or extending coverage into rural areas, we're investing in long-term solutions that ensure no customer is left behind.
Faster help, fewer delays: We've given our frontline staff more decision-making power —so you're not stuck waiting for escalations or red tape. Just real help, from real people, when you need it.
Behind every change is a real customer with a real need.
Like the woman who accidentally paid R16,000 instead of R1,600. Our team moved swiftly, resolved the issue, and restored her peace of mind—no escalations, no delays, just people helping people.
'That's what we mean when we say we make moves,' says van Heerden. 'It's not just about technology. It's about how quickly we respond, how we show up, and how we make things right.'
We know there's more work to be done. But our customers are already starting to feel the shift. It's in the shorter queues. The smoother transactions. The follow-up calls when something's gone wrong. The small things that build something bigger: trust.
'To every customer who has ever felt unheard or disappointed—we hear you, and we're doing better,' says van Heerden. 'To those who've stood by us, thank you. We're just getting started.'