Business News of 2014-04-29

NCA demands quality services from telcos

Nana Defie Badu, an official of the National Communications Authority (NCA), has called on telecommunications companies operating in the country to offer quality services to customers as they seek to widen their reach.

At the launch of a survey recently in Accra, Nana Defie 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 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 complaints to call centers by mobile phone company operators, 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.

Nana Defie entreated the telecoms not to see the report “as a tool for criticisms but rather to provide solutions to the anomaly within the industry.”