Skip to main content

Vodafone, MTN perform poorly on service quality survey



By: Raphael Apetorgbor

The two leading telecom service providers, Vodafone and MTN have not met the benchmarks set by the National Communications Authority (NCA) on ‘Quality of Service’ in areas like connection with good voice quality, point of interconnect (POI) congestion, metering and billing credibility and accessibility to call centres.

TiGo, Airtel and Expresso were found to have complied with one of the benchmarks, which is overall quality of service while GLO-Mobile, which has been in operation a few months prior to the survey, complied with the benchmarks set by the NCA.

At the launch of the survey in Accra, Director of Consumer and Corporate Affairs of the NCA, Mrs. Nana Defie Badu, said Ghanaians require quality and genuine services and not sham ones.

According to the survey conducted by an independent research body to assess the performances of Telcos on behalf of the NCA, MTN scored 64 percent in quality of reception, while Airtel scored 86.7 percent and Expresso, 89.2 percent.
Glo scored 91.4 percent, Tigo, 81.6 percent and Vodafone, 74.5 percent. The nationwide result for quality of reception by the telecommunications companies was 70.0 percent.

With respect to effective customer relations MTN scored 60 percent in terms of customers’ satisfaction as Airtel recorded 78.8 percent and Expresso, 86.1 percent.

Glo registered 86.1 percent while TiGo had 79.0 percent and Vodafone 67.1 percent.

On the ease of making calls by customers, MTN had 67. 5 percent, Airtel, 89.2 percent, Expresso 90.8, percent, Glo 92.0 percent, TiGo 87.5 percent and Vodafone 80.6 percent. Nationwide result for the companies was 74.0 percent.

With respect to immediate response by mobile phone company call centre operators to customer complaints, MTN scored 58.9 percent, Airtel, 76.5 percent, Expresso, 81.4 percent, Glo, 85.1, TiGo, 77.7 percent and Vodafone scored 67.1.
MTN had 56.0 percent with regard to the satisfaction that customers derived in-line with service reliability, Airtel, 82.2 percent, Expresso 77.8, Glo 80.6, TiGo 77.6 percent, Vodafone 70.7 and the nationwide result by the telecoms companies in this area was 63.3 percent.
In the overall consumer satisfaction with mobile network operators’ services, MTN scored 69.2 percent, Glo 93.2 percent, TiGo 85.9 percent, Expresso 87.5, Airtel 86.2 percent and Vodafone 74.7 percent.

Mrs. Defie Badu said with three nationwide Cellular Mobile Consumer Satisfaction Surveys, the NCA will now be in a better position to determine trends within the sectors and assess for growth or otherwise, which will also contribute to the development of regulations and policies to enhance the communications industry.

She was optimistic that the findings of the survey will go a long way to help operators identify critical areas that needed improvement as well as enhance service experiences for consumers to further promote sustainable growth in the country’s telecom market.

Mrs. Defie Badu said the report should not be seen as a tool to criticize the Mobile Network Operators (MNOs) but should rather be seen as a tool to be used to improve consumer experience.

Comments

Popular posts from this blog

Akuapem-Apirede to promote tourism

By: Fred Yaw Sarpong sarpong007@gmaail.com
The Chiefs and people of Akuapem-Apirede in the Okere Constituency of the Akuapem North Municipality have put in place strategic plans to promote tourist sites in the town.
Apiredehene, Nana Saforo Okoampah III told the Daily Express that their vision is to develop Apirede in a modern way.
“We want to have a modern society and environment. We are doing this on the basis of promoting tourism here,” he added.
According to the Apiredehene, it’s their plan to promote the historic sites and the geographical location of the community.
Apirede is one of the 17 towns that forms the Akuapem State and historically, it used to house the armours of the Akuapem State. The community is part of the Nifa division of Akuapem.
He stated that one of those things was called ‘Odosu’ (the war god for Okuapemhene). “The Chief Executioner in those days for Akuapem also came from Apirede and items that he used were also kept here,” he stated.
“These are a lot of things …

PIAC told to go to court to enforce recommendations

By: Fred Yaw Sarpong
sarpong007@gmail.com

The Public Interest and Accountability Committee (PIAC), the mandated body to monitor the use of Ghana’s oil revenues has been asked to go to court to seek strict compliance of the laws covering accountability of oil funds in the country.

According to Dr. Steve Manteaw, the Campaign Coordinator for ISODEC and a member of the PIAC , it’s time for PIAC as a body to consider going to court to compel institutions responsible for managing Ghana’s oil revenue to answers some questions concerning the expenditure of oil funds.

He pointed out that there are several recommendations made by the PIAC in its past reports on management of petroleum revenues, and a lot of these recommendations has received no positive response from the institutions concerned.

He disclosed this to the Daily Express at a three-day workshop on Interrogating the 2016 Semi Annual PIAC Report at Koforidua in the Eastern Region.

The workshop was organized by the Institute of Financ…

BoG shuts down two financial institutions

The Bank of Ghana has closed down two financial institutions in the country. This was after the central bank investigation revealed that the two companies were operating without approval.

The two companies were Agro Development Fund Services Limited (ADFSL) and Hebron Financial Investment Limited (HFIL).

The Daily Express gathered that the ADFSL was asked to stop operating after the central bank realized the institution had not been licensed to take deposit from the public.

A statement from BoG said the ADFSL continued to operate despite the orders from the Bank of Ghana. It however closed down ADFSL’s operation until further notice.

The Bank of Ghana said that the ADFSL is located at Asufufu, opposite the Sunyani Traditional Council in the Brong Ahafo region.

“The decision to close down ADFSL is in furtherance of section 20(2) (g) of the Banks and Specialized Deposit-Taking Institutions Act, 2016 (Act 930). Bank of Ghana has investigated ADFSL thoroughly and has concluded that its a…