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

Post a Comment

Popular posts from this blog

Vodafone sells 45% shares in Verizon for US$130 billion

Vodafone has sold its 45% stake in Verizon Wireless to US telecoms group Verizon Communications in one of the biggest deals in corporate history. The US$130 billion (£84bn) deal was announced by Vodafone after the close of trading on the London Stock Exchange. The company will return £54 billion to its shareholders, of which £22 billionn will go to shareholders in the UK. Vodafone will also invest money in its business, with funds earmarked for high speed mobile phone networks. It said that by 2017 its main five European markets would have almost complete 4G coverage. Possibly it would be wrong to carp and wring hands that Vodafone won't be paying a penny of tax to the British taxman” Vodafone group chairman Gerard Kleisterlee said: "The transaction will position Vodafone strongly to pursue our leadership strategy in mobile and unified communication services for consumers and enterprises, both in our developed markets and across our emerging markets businesses." The...
Post a Comment
Read more

Shortage of weighing cards hit major hospitals in Accra

By: Fred Yaw Sarpong- Daily Express There is scarcity of Child Health Records Book (weighing cards), in some major public hospitals in the capital, information reaching the Daily Express indicates. Checks by this paper revealed that while some of the hospitals have being encountering the shortage for about a year now, others started experiencing it six months ago. In place of the Child Health Record Book (weighing card), the nursing mothers are given a single card on which information of children are recorded on it. Those hospitals identified are the Korle Bu Teaching Hospital, Korle Bu Polyclinic, Kaneshie Polyclinic, Adabraka Polyclinic and the Ridge Hospital. At the Korle Bu Teaching Hospital, the nursing mothers are given yellow cards in place of the weighing cards. The Public Relations Secretariat at the Korle Bu Teaching Hospital said such information has not come to their notice and for that matter they cannot comment on it. “We do not have some ...
Post a Comment
Read more

Barbering Salons, bridging the unemployment gap in Ghana

By: Fred Yaw Sarpong Barbering business in Ghana is money making venture, depending on the location of the shop. Various barbering shops scattered across the country charges according to the location of the shop. The nature and sustainability of every barbering shop depends on the location of the shop. The location will determine how much one can charge a customer for barbering his or her hair. Checks indicate that some barbering shops located at Spintex, East Legon and Osu Oxford street charges between GHc15.00 and GHc20.00 per hair cut. At South La Estate, it will cost a customer to pay GHc4.00 for hair cut, while one will have to pay GHc3.00 to barber his or her hair at a place like Nima, Maamobi and Mallam Gbawe. Royal Vulture Executive Barbering Salon is one of the biggest barbering salons one can locate within Accra. One is its shops is located at Madina, near Taxi rank while one is located at Accra New Town, near the Post Office. Customers at Madina pay GHc7.00 ...
7 comments
Read more