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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.


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